Refund policy

Returns, withdrawal and warranty

Magic beans spletna trgovina d.o.o., trading as Magic beans d.o.o., brand OSNP (Open Source Nutrition Project)
Kongresni trg 8, 1000 Ljubljana, Slovenia
VAT ID: SI52473929 · Company reg. no. (matična številka): 9805508000
Registered 5 December 2024, entry Srg 2025/9838, District Court in Ljubljana
Email: hq@opnsrc.nu
Represented by Nenad Kojić, prokurist

Last updated: 23 August 2026

This page covers three separate rights. They are not the same thing and they do not run on the same clock, so we have kept them apart:

Withdrawal. You changed your mind. No reason needed, 14 days.
Warranty. The product is not what it should be. Two years.
Damage in transit. The parcel arrived broken.

If you are buying as a business rather than as a consumer, section 1 does not apply to you and section 2 applies differently. See the Terms of Sale.

1. Right of withdrawal (14 days, no reason needed)

If you are a consumer, meaning a natural person buying for purposes outside your trade, business or profession, you may withdraw from your purchase within 14 days without giving any reason and without penalty.

When the 14 days start

The period starts on the day you, or a person you nominate who is not the carrier, take physical possession of the goods. Not the day you ordered, and not the day we shipped.

One item in the order: the day that item arrives.
Several items in one order: the day the last item arrives.
One item delivered in several parcels: the day the last parcel arrives.

How to withdraw

Tell us within those 14 days. You can:

email hq@opnsrc.nu with your order number and the words "I withdraw", or
use the withdrawal form at the end of this page, or
send us any other clear statement that you are withdrawing.

There is no required wording. Any unambiguous statement counts. You do not have to explain yourself, and we will not ask you to.

You only have to send the notice inside the 14 days. It does not have to reach us inside them.

We will confirm receipt of your withdrawal notice by email as soon as we get it, so you have a record of it that does not depend on us.

Sending the goods back

Send the goods back within 14 days of telling us you withdraw. Posting them inside those 14 days is enough; they do not have to arrive inside them.

Send to:

Magic beans d.o.o.
c/o DTM Natura d.o.o.
Tržaška cesta 132
1000 Ljubljana
Slovenia

You pay the cost of returning the goods. We are telling you this here because the law says that if we do not tell you before you buy, we pay it instead. Use whatever service you like; we recommend one with tracking, because you carry the risk of the parcel until it reaches us.

What we refund, and when

We refund everything you paid us, including the standard delivery cost of getting the order to you.

If you chose a delivery option more expensive than our cheapest standard option, we refund the standard amount, not the upgrade.

We refund within 14 days of receiving your withdrawal notice, to the same payment method you used, and you pay nothing for the refund itself. If you would rather be refunded another way, tell us and we will, as long as it costs you nothing.

We may hold the refund until the goods reach us, or until you show us proof that you have sent them, whichever happens first.

The condition the goods have to be in

You may handle and inspect the goods as you would in a shop: pick it up, read the label, look at it. That never costs you anything.

If you handle them beyond what is needed to establish their nature, characteristics and functioning, and their value drops as a result, we may deduct that drop in value from your refund. We will tell you the amount and what it is for. We will not invent a number.

We are not going to demand original tags, shrink wrap or "unused condition" as a blanket rule, because that is not what the law says and we would rather say what is true.

The one real exception: an opened seal

A supplement pouch whose seal you have broken cannot be returned. This is the sealed-goods exception for health protection and hygiene. Once a food product has been opened, nobody can verify what happened to it, and we will not resell it to somebody else.

So the practical rule is simple:

Seal intact: full refund, no questions, 14 days.
Seal broken: the withdrawal right no longer applies to that pouch.

This does not affect your warranty rights in section 2. If an opened product is defective, contaminated, mislabelled or not what we said it was, section 2 applies and the seal is irrelevant.

If your order contained several pouches and you opened one, the unopened ones are still returnable.

Products with a short shelf life

Goods that are perishable or close to their expiry date are outside the withdrawal right by law. We will say so on the product page for anything this applies to, before you buy. As of today it applies to nothing we sell.

2. Warranty: two years, if the product is not what it should be

Separate from withdrawal and much longer. We are liable for any lack of conformity that exists at delivery and shows up within two years of delivery. This is a legal liability, not a courtesy, and nothing on this website reduces it.

A product does not conform if it is not what we described, not fit for what supplements of this kind are used for, not of the quality you can reasonably expect given what we published about it, or not accompanied by what should come with it.

Concretely, for us: if the certificate of analysis we publish does not match what is in the pouch, that is a lack of conformity. We publish the CoA per batch specifically so this is checkable rather than a matter of trust.

What you can ask for

Normally in this order:

Free repair or replacement. For a supplement this means replacement. We have to do it within 30 days of you telling us, free, including postage both ways. We can extend that by up to 15 further days, but only if we tell you how many days and why before the first 30 are up. If we do not tell you in time, the extension does not exist.
If that is impossible, refused, or not done in that time: a price reduction proportionate to the defect, or withdrawal from the contract and a full refund.

One important exception to the order. If the problem shows up less than 30 days after delivery, you can skip straight to withdrawing and getting your money back. You do not have to accept a replacement first. That is your choice, not ours.

You can also go straight to step 2, whatever the timing, if the defect is serious enough to justify it, or if we have said we will not fix it.

You may also claim compensation for costs you incurred because of the defect, including materials, labour, transfer and transport.

How to claim

Tell us within two months of noticing the problem, at hq@opnsrc.nu. Describe the problem precisely and include your order number. Photographs of the pouch, the batch code and the seal help.

Let us examine the goods. We may ask you to send them back, at our cost.

If we dispute that the defect exists, we will tell you in writing within 8 days of receiving your claim, with our reasons.

If you withdraw from the contract because of a defect, we refund within 8 days of receiving the goods back or of your proof that you sent them.

If you ask for a price reduction instead, we pay the difference within 8 days of receiving your request.

3. Damage in transit

If the parcel arrives visibly damaged, or the product is damaged inside intact packaging, photograph it before you open anything further and email hq@opnsrc.nu within 8 days of delivery.

Until you have the goods, the risk is ours. We will replace or refund. You do not deal with the carrier; we do.

4. Out-of-court dispute resolution

We are required to tell you this plainly: we do not currently recognise any out-of-court consumer dispute resolution provider (izvajalec IRPS) as competent to resolve disputes between us.

That does not take anything away from you. You can still complain to us directly at hq@opnsrc.nu, and you can still go to court. It means we have not signed up to a private arbitration scheme, and we would rather say so than leave you to find out.

The EU Online Dispute Resolution platform was shut down on 20 July 2025 and no longer exists. If you see a link to it on another shop's website, that shop has not updated its policies.

5. Withdrawal form

You do not have to use this. Any clear statement works. It is here because the law says it must be available to you, and because a form is sometimes easier than composing an email.

To: Magic beans spletna trgovina d.o.o., Kongresni trg 8, 1000 Ljubljana, Slovenia, hq@opnsrc.nu

I hereby give notice that I withdraw from my contract of sale of the following goods:

Goods: ..............................................

Ordered on / received on: ..............................................

Order number: ..............................................

Consumer name: ..............................................

Consumer address: ..............................................

Consumer signature (only if this form is sent on paper): ..............................................

Date: ..............................................

The legal basis, so you can check us

Everything above follows the Slovenian Consumer Protection Act (Zakon o varstvu potrošnikov, ZVPot-1, Uradni list RS 130/22), which implements EU Directive 2011/83/EU. The provisions this page relies on:

What	Article
Right of withdrawal, 14 days, no reason	134. člen
Exceptions, including sealed goods and hygiene	135. člen, points 3 and 7
The period runs from taking possession	136. člen
Notice of withdrawal, any unambiguous statement	138. člen
Return of the goods within 14 days of notice	140. člen
You bear the return cost only if we told you first	141. člen
Liability for diminished value	142. člen
Refund within 14 days, same payment method, may withhold until receipt	143. člen
Two-year liability for lack of conformity	78. člen
Your remedies and their order	81., 82., 83. člen
Notify within two months of noticing	84. člen
Written response within 8 days if we dispute	85. člen
Refund within 8 days on a warranty claim	86. člen
We must say if we recognise no IRPS provider	32. člen ZIsRPS

If any sentence on this page turns out to give you less than the law does, the law wins and the sentence is void. That is not us being generous; it is how consumer law works. But we would rather you never had to rely on it, so if you find such a sentence, tell us and we will fix the page.