Disputes and Alternative Resolution

Our Goal — Resolve Every Dispute Amicably

The goal of the Viagostar d.o.o. online store is to make every purchase trouble-free. If a disagreement arises, we always try first to resolve it directly with you and quickly.

We recommend that you send a complaint or dispute request to:

• Email: info@viagoshop.com
• Phone: +386 30 741 481 (weekdays 09:00–16:00 CET)
• Postal address: Viagostar d.o.o., Gerbičeva ulica 110, 1000 Ljubljana, Slovenija

We respond within 8 business days of receipt.

Step 1: Complaint Directly to the Operator

In your complaint, please include:

• order number and order date,
• full name and contact details,
• a clear description of the dispute or alleged breach,
• your demand (refund, replacement, repair, other),
• any evidence (photos, copies of correspondence).

On receipt, we register the complaint, assign it to the responsible person, and notify you of the expected response date. Every complaint is handled individually.

Step 2: Out-of-Court Consumer Dispute Resolution

Note: The EU Online Dispute Resolution (ODR) platform ceased operating on 20 July 2025 and can no longer be used to submit a dispute.

Notice on Slovenian ADR Providers

In accordance with Article 32 of the Slovenian Out-of-Court Consumer Dispute Resolution Act (ZIsRPS), we hereby state that Viagostar d.o.o. does not recognise any specific provider of out-of-court consumer dispute resolution as competent for handling consumer disputes that could be initiated under ZIsRPS.

Step 3: Complaint to the Competent Supervisory Authority

Slovenia (consumers resident in SI)

• Market Inspectorate of Slovenia (TIRS): Dunajska cesta 160, 1000 Ljubljana

  • Email: gp.tirs@gov.si
  • Website: https://www.gov.si/drzavni-organi/organi-v-sestavi/trzni-inspektorat/
  • Competence: enforcement of ZVPot, advertising, pricing, right of withdrawal.

• Information Commissioner of Slovenia (IP RS): Dunajska cesta 22, 1000 Ljubljana

  • Email: gp.ip@ip-rs.si
  • Website: https://www.ip-rs.si/
  • Competence: data protection (GDPR), complaints regarding data processing.

• Financial Administration of Slovenia (FURS): Šmartinska cesta 55, 1000 Ljubljana

  • Competence: invoicing and VAT questions.

Croatia (consumers resident in HR)

• State Inspectorate (Državni inspektorat): Šubićeva 29, 10000 Zagreb

  • Email: pisarnica@dirh.hr
  • Website: https://dirh.gov.hr/
  • Competence: enforcement of Trade Act and Consumer Protection Act.

• Personal Data Protection Agency (AZOP): Selska cesta 136, 10000 Zagreb

  • Email: azop@azop.hr
  • Website: https://azop.hr/
  • Competence: data protection (GDPR) on the territory of Croatia.

Other EU Countries

Consumers from other EU countries can contact the European Consumer Centres Network (ECC-Net) in their country: https://ec.europa.eu/info/live-work-travel-eu/consumer-rights-and-complaints/resolve-your-consumer-complaint/european-consumer-centres-network-ecc-net_en.

Step 4: Court Resolution

If the dispute cannot be resolved through negotiation or the supervisory authority, the consumer may file a lawsuit with the competent court. Under Article 17 of ZVPot, the consumer may file at the court of their permanent residence.

Governing law: Slovenian law applies to all relationships, unless the mandatory provisions of the consumer's place of residence (under the Rome I Regulation) ensure a higher level of protection.

Personal Data Disputes

If you believe we are breaching personal data protection rules (GDPR), please contact us first at info@viagoshop.com. Under Article 77 of GDPR, you may also lodge a complaint with:

• IP RS (for consumers in SI),
• AZOP (for consumers in HR),
• the supervisory authority in your EU country.

You also have the right to an effective judicial remedy (Article 79 of GDPR).

Payment Disputes

If you have a payment error or unauthorised transaction issue, first contact your payment service provider (bank or card institution). At the same time, notify us at info@viagoshop.com so we can check the transaction status on our side and cooperate on the resolution.

Contact for Official Notifications

For official correspondence (court summonses, supervisory authority decisions, out-of-court proposals), the only valid address is:

Viagostar d.o.o. Gerbičeva ulica 110, 1000 Ljubljana, Slovenija

Email to info@viagoshop.com is used for consumer complaints and communication — it is not a substitute for official service in court proceedings.