Terms and Conditions

These terms and conditions govern the rights and obligations between the seller and the buyer in the ViagoShop online store. They are drawn up in accordance with the Slovenian Consumer Protection Act (ZVPot-1), the Obligations Code (OZ), the Electronic Commerce Market Act (ZEPT), Regulation (EU) 2023/988 on general product safety (GPSR), and the General Data Protection Regulation (GDPR) together with the Personal Data Protection Act (ZVOP-2).

1. Seller information

The ViagoShop online store is operated by:

Viagostar d.o.o. (ViagoShop brand)

• Registered office: Gerbičeva ulica 110, 1000 Ljubljana, Slovenija
• Company registration number: 8742472000
• VAT identification number: SI25657755
• Entry in the register: Okrožno sodišče v Ljubljani
• Share capital: €7,500.00
• Email: podpora@viagoshop.com
• Phone: +386 30 741 481
• Bank account: Delavska hranilnica d.d., IBAN SI56 6100 0002 4761 246, BIC HDELSI22

In the text below, Viagostar d.o.o. is referred to as the "seller".

Product safety and the EU responsible economic operator (GPSR)

The seller operates on a supply model through an authorised supplier located in the European Union (so-called dropshipping), which means that products are dispatched by a supplier established in the EU. For every product falling within the scope of Regulation (EU) 2023/988 (GPSR), the responsible economic operator established in the European Union (the manufacturer, its authorised representative, the importer, or the fulfilment service provider) is stated on the product, on its packaging or in the accompanying documentation. The seller provides the details of the responsible economic operator for an individual product on request sent to podpora@viagoshop.com. As a distributor, the seller ensures product traceability and cooperates in any information and recall measures.

2. General provisions and validity of the terms

These terms apply to purchases by consumers, that is natural persons who buy goods for purposes outside their trade or profession (B2C). For purchases by legal entities and sole traders acting within their business activity, the provisions of ZVPot-1 that protect consumers (in particular the right of withdrawal within 14 days and the guarantee of conformity of goods for consumers) do not apply; in that case the provisions of the Obligations Code and any specific agreement between the parties apply.

By placing an order, the buyer confirms that they were made aware of these terms before the conclusion of the contract and that they accept them in full. These terms form an integral part of every contract concluded between the seller and the buyer.

The seller may amend or supplement these terms at any time. An individual order is governed by the version of the terms in force at the moment the order was placed.

3. Availability of the terms and storage of the contract

These terms are available to the buyer on the seller's website at all times and are accessible before the order is placed, so that the buyer can read, save and reproduce them. Upon confirmation of the order, the seller sends the buyer an order confirmation by email which includes the essential elements of the contract and these terms on a durable medium. The seller stores the concluded contract (the order data) in accordance with applicable legislation; the buyer can access their order data in their user account or on request sent to podpora@viagoshop.com.

4. Age restriction (18 years)

Because of the nature of the range offered (products for adults), the online store is intended exclusively for persons of legal age and legal capacity who are older than 18 years. Before entering the store, the visitor confirms the age restriction and thereby declares that they are over 18. By that confirmation and by placing an order, the buyer warrants that they are of legal age and have legal capacity.

The seller reserves the right to refuse an order or to withdraw from the contract if there is a reasonable suspicion that the buyer is not of legal age or lacks legal capacity. Because products are delivered sealed for health and hygiene reasons, the age restriction is directly connected with the exception to the right of withdrawal set out in section 11 of these terms.

5. The purchase process and correcting input errors

A purchase proceeds through the following steps:

1. The buyer adds products to the cart.
2. In the cart, the buyer reviews the type and quantity of the products and the total price including VAT and delivery costs.
3. The buyer enters delivery details and chooses a delivery and payment method.
4. Before placing the order, the buyer reviews all details on the summary page and corrects them where necessary.
5. The buyer places the order by clicking the "Pay now" button. Clicking that button places an order with an obligation to pay — that is, the buyer undertakes to pay the total shown. The total payable, including VAT and delivery costs, is shown in the order summary on the same page before the order is placed.

Before placing the order, the buyer can at any time correct input errors (quantity, address, payment method) through the cart and the forms. If the buyer notices an error in the submitted data after placing the order, they notify the seller without delay at podpora@viagoshop.com, who will where possible correct the error before dispatch.

6. Conclusion of the contract

After placing an order, the buyer receives an email confirming that the order has been received. That message constitutes an acknowledgement of receipt of the order and does not yet constitute the conclusion of a contract.

The contract between the seller and the buyer is concluded at the moment the seller dispatches the goods and notifies the buyer of dispatch. Until dispatch, the seller may refuse the order in whole or in part, in particular if the goods are out of stock, if the buyer's details cannot be verified, or where abuse is suspected.

The seller reserves the right to withdraw from the contract or to propose a correction to the buyer where a manifestly incorrect price was displayed for a product (for example due to a technical or human input error). In such a case this is a manifest error or mistake within the meaning of the Obligations Code provisions on mistake, and not a binding offer. The seller notifies the buyer without delay, and the buyer may either confirm the purchase at the correct price or withdraw at no cost.

7. Prices, VAT and price reductions

All prices are stated in euros (EUR) and include value added tax (VAT). Prices apply at the moment the order is placed. The delivery cost is shown separately before checkout.

With every price reduction, the seller states the prior price alongside the reduced price. In accordance with Article 15 of ZVPot-1, the prior price is the lowest price the seller applied to the same product during the 30 days before the reduction, and not the manufacturer's recommended retail price. Discounts and promotional benefits are not cumulative unless expressly stated otherwise for an individual promotion.

8. Payment methods

The buyer chooses one of the following payment methods:

• Debit and credit cards (Visa, Mastercard, American Express).
• The Apple Pay and Google Pay digital wallets — offered depending on the buyer's device and browser.
• PayPal.
• Klarna — in the countries where the payment service provider makes it available.
• Local payment methods depending on the buyer's country: iDEAL (Netherlands), eps (Austria), Przelewy24 (Poland), Satispay (Italy, France, Luxembourg) and Pay By Bank (Slovenia and most EU countries).
• Proforma invoice or bank transfer: the seller issues a proforma invoice and the buyer transfers the amount to the seller's bank account. The goods are dispatched once the payment has been received.
• Cash on delivery (payment on collection): payment to the GLS courier when the parcel is collected. It is available for delivery in Slovenia and Croatia, and only for delivery to the buyer's address — cash on delivery is not possible when collecting from a parcel locker. For this method the seller charges a surcharge of €1.99 (the carrier's cash-collection fee), which is shown in the cart before the order is placed. The carrier does not collect cash above €2,000.00 per parcel, so this method is not available for larger orders and prepayment is required.

The available payment methods depend on the delivery country; the applicable set is shown at checkout before the order is placed.

Card payments, digital wallets, Klarna and local payment methods are processed by the payment service provider Mollie, which operates its own security infrastructure in accordance with the PCI DSS standard. Apart from the cash-on-delivery surcharge stated above, the seller does not charge any additional fee for an individual payment method. For delivery to Croatia paid by card, the seller reduces the delivery cost by €2.00; the reduction is shown in the order summary before payment. On the bank or payment provider statement, the transaction is named discreetly, without any indication of the nature of the order contents. The seller issues an invoice in electronic form for every order.

9. Delivery

Delivery is carried out by the GLS parcel service, either to the buyer's address (courier delivery) or to a collection point (parcel locker), at the buyer's choice. We deliver to Slovenia, Croatia and selected EU countries; the full list of countries with prices is published in the delivery rate card and shown at checkout before the order is placed. At some destinations collection from a parcel locker is not available; in that case only delivery to an address is offered.

Delivery costs are shown before checkout. For orders above €50.00, delivery is free to every country we deliver to.

Indicative delivery time, counted in working days from order confirmation: Slovenia 2–5 days, Croatia 3–5 days, other EU countries 3–10 days. When all products in the order are held in our local stock, the time is shorter — Slovenia 1–3 days, Croatia 2–4 days. The delivery time applicable to a specific order is shown on the individual product page and in the cart. The times are indicative: some products are dispatched by a supplier in the EU, so delivery also depends on that supplier's availability. In any case, the seller hands over the goods no later than 30 days from the conclusion of the contract, unless expressly agreed otherwise with the buyer. If the seller does not hand over the goods within the agreed period, the buyer calls upon the seller to deliver within an additional reasonable period; if the seller does not hand over the goods within that additional period either, the buyer has the right to withdraw from the contract and to demand a refund of all payments.

The risk of accidental destruction or damage to the goods passes to the consumer only when the goods are handed over to them (or when the goods are received by a person authorised by the consumer who is not the carrier). Shipments are packaged discreetly, with no visible markings of the contents or the nature of the products.

10. The consumer's right of withdrawal

In accordance with Article 134 of ZVPot-1, the consumer has the right to withdraw from a distance contract within 14 days without giving a reason and without additional costs (other than those set out in these terms). The period starts on the day the consumer (or a third party authorised by the consumer who is not the carrier) takes possession of the goods; where several items in a single order are delivered separately, it starts on the day the last item is received.

To exercise the right of withdrawal, the consumer notifies the seller by an unequivocal statement before the period expires. The statement may be given:

• by email to podpora@viagoshop.com,
• by post to Gerbičeva ulica 110, 1000 Ljubljana, Slovenija,
• using the completed model withdrawal form in Annex A to these terms.

The consumer is deemed to have given the withdrawal statement in time if it is sent before the 14-day period expires.

Note: if the seller failed to inform the consumer of the right of withdrawal, the withdrawal period would, in accordance with Article 137 of ZVPot-1, be extended to 12 months, and in that case the consumer would not be liable for any diminished value of the goods. The seller informs the consumer of the right of withdrawal through these terms and through the model form in Annex A.

11. Exceptions to the right of withdrawal (hygiene exception, Article 135 of ZVPot-1)

In accordance with Article 135 of ZVPot-1, the consumer does not have the right to withdraw from the contract in the case of:

• the supply of sealed goods which are not suitable for return due to health protection or hygiene reasons, where the consumer has unsealed them after delivery. This exception covers intimate products, sex aids, condoms, lubricants and cosmetics that are delivered sealed for health and hygiene reasons. Until the moment the consumer opens the security seal or the protective packaging, the right of withdrawal applies; once the seal on such products is broken, the right of withdrawal ceases.
• goods made to the consumer's precise instructions and clearly personalised to their individual needs (for example personalised or engraved products).

For goods that are not sealed in the manner described (for example lingerie, where it is supplied with a hygiene strip or film), the right of withdrawal applies under the conditions set out in section 10. For such goods the consumer is liable for any diminished value where the diminution results from handling beyond what is necessary to establish the nature, characteristics and functioning of the goods (for example trying on beyond normal fitting, with hygiene conditions observed). Whether an exception to the right of withdrawal applies to an individual product is apparent from these terms and from the nature of the product.

12. Return of goods and refund of the purchase price

In the event of withdrawal, the consumer returns the goods to the seller no later than 14 days after sending the withdrawal statement, to the address:

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

The consumer bears the direct cost of returning the goods on withdrawal. The seller does not accept cash-on-delivery shipments. It is recommended that the consumer return the goods in their original packaging together with the invoice or other proof of purchase.

The seller refunds the consumer all payments received, including the cost of basic delivery, no later than 14 days after receiving the withdrawal statement. The seller is not obliged to refund supplementary costs incurred because the consumer expressly chose a type of delivery other than the least expensive standard delivery offered by the seller. In the case of partial withdrawal (where the consumer returns only part of the order), the seller refunds the purchase price of the returned goods; the cost of basic delivery is not refunded in that case, as delivery of the order has already been performed.

The refund is made using the same means of payment as the consumer used, unless the consumer expressly agrees to a different method of refund and does not incur any cost as a result. The seller may withhold the refund until the returned goods are received or until the consumer provides proof that the goods have been sent back, whichever occurs first.

13. Guarantee of conformity of goods (non-conformity)

The seller is liable to the consumer for the non-conformity of goods in accordance with ZVPot-1. The seller is liable for any non-conformity that exists at the time of delivery and becomes apparent within two years of delivery of the goods. If the non-conformity becomes apparent within one year of delivery, it is presumed that the non-conformity already existed at the time of delivery, unless the seller proves otherwise or unless that presumption is incompatible with the nature of the goods or the nature of the non-conformity; during that period the burden of proof lies with the seller.

When exercising rights arising from non-conformity, the consumer has the following order of remedies:

1. first, the consumer may request that the goods be brought into conformity free of charge, namely by repair or replacement;
2. if bringing the goods into conformity is impossible or is not carried out within a reasonable time, the consumer may request a proportionate reduction of the purchase price or withdraw from the contract and request a refund of the amount paid.

The consumer may withdraw from the contract immediately, without first requesting repair or replacement, where the non-conformity becomes apparent less than 30 days after delivery of the goods. The consumer may not withdraw from the contract if the non-conformity is only minor.

The use of the term "non-conformity" in these terms corresponds to the concept in ZVPot-1 and replaces the earlier concept of a material defect.

14. Commercial guarantee of faultless operation

In addition to the statutory guarantee of conformity of goods under section 13, which applies independently of any commercial guarantee, an individual product may also be covered by a commercial guarantee.

For technical goods that fall within the products for which a guarantee is mandatory (for example vibrators, massagers and other electrical or rechargeable devices), the seller or the manufacturer provides a mandatory guarantee of faultless operation for a period of at least one year. On delivery of such goods, the consumer receives a guarantee certificate stating the guarantee conditions, the duration of the guarantee and the entity with which the guarantee is exercised.

A commercial guarantee neither excludes nor limits the consumer's rights arising from the guarantee of conformity of goods (section 13) or any other rights the consumer has under the law. A voluntary guarantee is binding under the conditions stated in the guarantee certificate and in the associated advertising.

15. Complaints

The consumer submits a complaint based on non-conformity of goods or on a commercial guarantee to the seller by email to podpora@viagoshop.com or by post to Gerbičeva ulica 110, 1000 Ljubljana, Slovenija. With the complaint, the consumer states the order details, describes the non-conformity or defect and, where possible, attaches a photograph together with the invoice or other proof of purchase.

The seller replies to the complaint in writing no later than eight days after receipt, where the merits of the claim cannot be assessed immediately. Where a complaint based on non-conformity is justified, the seller bears the costs incurred in bringing the goods into conformity (in particular the cost of shipping, labour and materials). A complaint based on non-conformity or on a guarantee (a defect in the goods) is legally distinct from the right to withdraw from the contract within 14 days (section 10), which the consumer has without giving a reason.

16. Product safety (GPSR)

The seller offers products that comply with the general product safety requirements of Regulation (EU) 2023/988 (GPSR) and with other applicable legislation. For every product covered, a responsible economic operator established in the European Union is ensured, as set out in section 1 of these terms, together with appropriate traceability (identification of the product and of the economic operators).

Information on safe use, warnings and instructions regarding materials, cleaning and maintenance or compatibility with lubricants are enclosed with the product or stated on it. The consumer uses the products in accordance with the instructions and their intended purpose. Where a safety deficiency is identified, the seller cooperates in informing consumers and, where necessary, in recalling the product. The seller's liability is limited within the bounds of mandatory legislation; no provision of these terms excludes or limits liability which cannot be excluded under mandatory rules.

17. Out-of-court resolution of consumer disputes

The seller endeavours to resolve any disputes amicably. The consumer may address any complaint to podpora@viagoshop.com; the seller replies within a reasonable time.

In accordance with Article 32 of the Slovenian Out-of-Court Settlement of Consumer Disputes Act (ZIsRPS), the seller declares that it does not recognise any provider of out-of-court consumer dispute resolution as competent to resolve a consumer dispute that the consumer could initiate under that Act.

The EU Online Dispute Resolution (ODR) platform ceased operating on 20 July 2025 and disputes can no longer be submitted through it.

This declaration does not affect the consumer's right to pursue a dispute before the competent authorities or a court. The consumer may in particular turn to:

• the Market Inspectorate of the Republic of Slovenia (TIRS), Dunajska cesta 160, 1000 Ljubljana;
• the Information Commissioner of the Republic of Slovenia (IP-RS) for personal data protection matters, Dunajska cesta 22, 1000 Ljubljana, tel. +386 1 230 97 30, gp.ip@ip-rs.si, www.ip-rs.si;
• the European Consumer Centre for cross-border disputes within the EU;
• the court having local and subject-matter jurisdiction in the Republic of Slovenia.

18. Protection of personal data

The seller processes buyers' personal data in accordance with the GDPR and ZVOP-2. Detailed information on the processing of personal data, the legal bases, retention periods, processors, transfers to third countries and the rights of the individual is set out in a separate Privacy Policy.

The seller pays particular attention to the processing of data which, because of the nature of the range offered, may reveal special categories of personal data within the meaning of Article 9 of the GDPR. Analytics and advertising cookies or trackers are loaded solely on the basis of the individual's consent; the scope of data passed to third parties is minimised and does not include data about individual intimate products viewed. Details are described in the Cookie Policy.

19. Intellectual property and user reviews

All content of the online store (texts, photographs, graphics, logos and trademarks) is protected by copyright and trademark law and is owned by the seller or by the rights holders and used with their permission. Any use of the content without the prior written consent of the rights holder is prohibited.

Where ratings or reviews of products are displayed on the website, the seller states whether and how it verifies that the reviews originate from consumers who actually purchased or used the product. The seller does not publish false or misleading reviews.

20. Final provisions

The seller reserves the right to amend these terms. An individual contract is governed by the terms published at the moment the order was placed.

If an individual provision of these terms proves invalid or unenforceable, this does not affect the validity of the remaining provisions; the invalid provision is replaced by a valid one that comes closest to it in purpose (severability clause).

Contracts and relationships under these terms are governed by the law of the Republic of Slovenia, without application of its conflict-of-law rules. For consumers resident in another EU Member State, that choice of law does not, in accordance with Article 6 of Regulation (EC) No 593/2008 (Rome I), deprive them of the protection afforded by the mandatory rules of the country of the consumer's habitual residence. Disputes fall within the jurisdiction of the court having local and subject-matter jurisdiction in the Republic of Slovenia; in consumer disputes this does not affect the jurisdiction determined by mandatory rules.

These terms apply from the date stated in the document header (updated).

Annex A: Model withdrawal form

(Complete and return this form only if you wish to withdraw from the contract. Completing it is not mandatory; you may also communicate your withdrawal by any other unequivocal statement.)

To:

• Viagostar d.o.o.
• Gerbičeva ulica 110, 1000 Ljubljana, Slovenija
• Email: podpora@viagoshop.com

Statement of withdrawal from the contract:

I/we hereby give notice that I/we withdraw from the contract for the purchase of the following goods:

• Description of the goods or the order: __
• Order number: __
• Date of the order or of receipt of the goods: __
• Name of the consumer: __
• Address of the consumer: __
• Signature of the consumer (only if this form is submitted on paper): __
• Date: __

Annex B: Checklist of pre-contractual information (Article 130 of ZVPot-1)

Before concluding a distance contract, the seller provides the consumer with the following information, which is contained in these terms, on the product pages and in the order process:

1. The main characteristics of the goods (on the individual product page).
2. The company name, registered office and contact details of the seller (section 1).
3. Email address and telephone for rapid communication: podpora@viagoshop.com, +386 30 741 481 (sections 1 and 15).
4. The final price including VAT and all levies, and delivery costs (sections 7 and 9, shown in the cart).
5. Payment, delivery and performance methods and the delivery time (sections 8 and 9).
6. The conditions, time limits and procedure for exercising the right of withdrawal, and the model withdrawal form (sections 10 and 12, Annex A).
7. The fact that the consumer bears the direct cost of returning the goods on withdrawal (section 12).
8. The cases in which the consumer does not have the right of withdrawal (hygiene exception, section 11).
9. The statutory guarantee of conformity of goods and the conditions of any commercial guarantee (sections 13 and 14).
10. The duration of the contract and the conditions for termination where the contract is concluded for an indefinite period (not relevant for one-off purchases).
11. The possibility of and means of access to out-of-court dispute resolution and the competent authorities (section 17).
12. Notice of the button clearly labelled with the obligation to pay when the order is placed (section 5).

For further information the seller is available at podpora@viagoshop.com and on +386 30 741 481.