Review policy

Customer reviews on product pages are there for other shoppers. This page explains where reviews come from, how we verify them, which ones we publish and how we reward them.

How we verify that a review comes from a buyer

After an order is delivered, we send the customer a review request by email. Each product in the order has its own link in that email with a one-time code tied to that order and that product. A review submitted through this link carries the Verified purchase label on the product page. The code is valid for one review and only for the product that was bought.

A visitor without an order can also write a review through the form on the product page. Such a review goes through the same check, but it does not carry the Verified purchase label and earns no points.

Which reviews we publish

We publish every review rated from 1 to 5, positive and negative, unless it breaks one of the rules below. We reject a review only for one of these reasons, and we record the reason when we do:

• Offensive or hateful content
• Personal data (your own or someone else's)
• Not about the product or the purchase
• Advertising, links or spam
• False or misleading review (for example not written by a buyer)

The rating itself is never a reason to reject a review. We do not edit the text of reviews and we do not contact customers to get them to change or withdraw a review.

How we calculate the average rating

A product's average rating is the plain arithmetic mean of all published ratings for that product, rounded to one decimal place. Every published rating counts the same, whether or not it was submitted with loyalty points. When a product has no reviews of its own yet, the product page may show customer reviews of other products from our shop. The heading then says so explicitly, and each review shows the name of and a link to the product it is about.

Loyalty points for a verified review

For a review submitted through the link in the review request, we add 50 loyalty points to the customer's account (worth €0.50 when redeemed). The rules:

• You get the points whatever rating you give and whatever you write. The reward is decided automatically on submission, before anyone reads the review.
• The points are added within one hour of submission. You keep them even if the review is later rejected for one of the reasons above.
• We reward one review per product in an order and at most 3 reviews per order.
• The points go to the account with the order's email address. If you ordered as a guest, you can redeem them once you sign in or register with the same email address.
• Points for reviews do not count towards moving up the loyalty tiers.
• Every review for which points were credited carries the label Received points for this review on the product page. A review that earned no points (for example because of the per-order limit) does not carry it.

We give points only for reviews on viagoshop.com. We give no points for reviews on Google or other external sites, and we offer no other benefit in exchange for them.

Questions

If you believe your review was rejected unfairly, or you want us to remove your review, write to us at podpora@viagoshop.com.