Return Policy

Returns within 14 days

The statutory right of withdrawal runs for 14 days from delivery and you need not give a reason. For sealed hygiene goods it applies as long as the seal has not been opened (Article 135 point 7 of ZVPot-1). For unsealed goods you may open and inspect the item as you would in a physical store — you are liable only for any diminished value if you handled it beyond what such an inspection requires.

Please return the item in its original packaging with all accessories and documents. This is not a condition of your statutory right of withdrawal; it simply speeds up processing.

The full statutory details on the 14-day right of withdrawal and the exception for opened hygiene goods follow below.

Right of Withdrawal

In accordance with Article 134 of the Slovenian Consumer Protection Act (ZVPot-1) and Directive 2011/83/EU, the consumer has the right to withdraw from the contract within 14 days of receiving the goods, without giving any reason.

The withdrawal period starts the day after you (or a third party other than the carrier) received the goods. For multi-package orders, the date of receipt of the last package applies.

Important Exception — Sealed Hygiene and Health Goods

Critical: Under point 7 of Article 135 of ZVPot-1, the consumer has NO right of withdrawal for:

"the supply of sealed goods which are not suitable for return due to health protection or hygiene reasons if the seal has been broken after delivery".

This exception applies only to items that actually arrive sealed — with an intact security seal or closed protective film. For those items: while the seal is unopened the right of withdrawal applies in full; opening the seal ends it.

For items without a seal the right of withdrawal applies normally — you may inspect the item as you would in a physical store, and you are liable for diminished value only if you handled it beyond what is needed to establish its nature, characteristics and functioning (Article 142 paragraph 1 of ZVPot-1).

The right of withdrawal ends only for sealed items, and only where the security seal was opened after delivery. In every other case it remains valid.

When returning an item we ask for the following — this is not a condition of your statutory right, but it speeds up processing and reduces any deduction for diminished value:

• the product in as untouched a condition as possible, suitable for resale,
• all accompanying documents, labels, and accessories included.

If you are unsure whether a particular item is sealed, ask us at podpora@viagoshop.com before buying — we will answer for that specific product.

Other Exceptions

Under Article 135 of ZVPot-1, the right of withdrawal does not apply to:

• goods made to the consumer's specifications or clearly personalised,
• goods that are perishable or have a short shelf life,
• sealed audio or video recordings and computer software, if the seal has been opened after delivery,
• newspapers, periodicals, or magazines,
• contracts for urgent repairs or maintenance specifically requested by the consumer.

Return Process — Step by Step

Step 1: Notice of Withdrawal (within 14 days)

Inform us that you are withdrawing from the contract. You can do this by:

• email to podpora@viagoshop.com with your order number,
• the completed withdrawal form by post or email,
• any unambiguous written statement of withdrawal.

State your order number, full name, order date and date of receipt, the name of the returned product, and your IBAN for the refund (we can also refund to the original payment method).

Step 2: Send the Goods (within 14 days of notice)

Return the goods to:

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

Goods must be in original, undamaged packaging, with all accessories and labels. We recommend shipping with tracking — the risk of loss during the return is borne by the consumer.

The consumer bears the return shipping cost — as set out in Article 141 paragraph 2 of ZVPot-1. We tell you this before you place the order, as point 7 of Article 130 paragraph 1 of ZVPot-1 requires. A typical parcel return costs around EUR 4–6, depending on the carrier and parcel weight; you pay the carrier directly, we do not invoice it. We do not accept cash-on-delivery returns.

Step 3: Refund (within 14 days of receipt of notice)

After receiving your withdrawal notice, we will refund all payments received within 14 days of receiving your notice, in accordance with Article 143 paragraph 1 of ZVPot-1.

Those payments include the cost of basic delivery — the cheapest standard shipping we offer. If you expressly chose a more expensive delivery option (for example express shipping), the difference to that more expensive option is not refunded; this is set out in Article 143 paragraph 3 of ZVPot-1.

On a partial withdrawal, where you return only part of the order, we refund the price of the returned goods. The delivery cost is not refunded in that case, because delivery of the order was already performed.

The refund is processed using the same payment method used for the purchase, unless you expressly agree to a different method (for example an IBAN transfer instead of a card refund) and you incur no cost as a result (Article 143 paragraph 2 of ZVPot-1). We charge you nothing for processing the refund itself — the cost of shipping the goods back is yours, as described in Step 2 above.

Retention right: Under Article 143 paragraph 4 of ZVPot-1 we may withhold the refund until we receive the returned goods or proof that you have sent them back — whichever is earlier.

Condition of Returned Goods and Value Reduction

The consumer is liable for any diminished value of the goods resulting from handling beyond what is necessary to establish the nature, characteristics, and functioning of the goods (Article 142 paragraph 1 of ZVPot-1).

In practice: you may inspect the product as you would in a physical store, but you must not use it. If the product is returned in a used condition, we may deduct a proportionate amount from the refund.

Damaged in Transit (NOT withdrawal — non-conformity claim)

If the parcel arrives damaged or the contents are damaged:

1. Photograph immediately the parcel and contents (outer packaging, product, any signs of moisture or damage).
2. As soon as possible, ideally within 48 hours of receipt, email podpora@viagoshop.com with photos attached and a description of the damage. Early notice is not a condition of your rights — it matters because carriers run their own short deadlines for damage claims, and early notice lets us pursue the claim with them. Your right to claim for lack of conformity runs for two years from receipt and this recommendation does not limit it.
3. If needed, a damage report will be raised with the carrier. Replacement or refund costs are borne by the operator or the carrier.

This is not a withdrawal — it is a claim for lack of conformity under ZVPot-1.

Lack of Conformity Claim

The right to claim a lack of conformity applies for 2 years from receipt of the goods. See Terms of Use, section "Lack of conformity and warranty".

Contact

For any return-related questions, email podpora@viagoshop.com or call +386 30 741 481 on weekdays from 09:00 to 16:00 CET.