Return Policy

Returns within 14 days

We take back unopened products with an intact hygiene seal within 14 days of delivery. Returns are handled within the statutory 14-day right of withdrawal: the item must remain in its original, undamaged packaging, fit for resale, with all enclosed documents and accessories.

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 Article 135 paragraph 4 point 5 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 applies to most products in our catalogue, which are sealed for hygiene and health reasons in original packaging. If you break the security seal or open the original packaging, you lose the right of withdrawal for that product.

The right of withdrawal remains valid if:

• the seal or original packaging has not been opened,
• the product is in untouched condition, suitable for resale,
• all accompanying documents, labels, and accessories are present.

Products subject to this exception are clearly marked on the product page.

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 info@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 — pursuant to Article 135 paragraph 6 of ZVPot-1. A typical parcel return costs around EUR 4–6, depending on the carrier and parcel weight.

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

After receiving your withdrawal notice, we will refund all payments, including the original delivery cost, within 14 days of receipt.

The refund is processed using the same payment method used for the purchase, unless you explicitly request otherwise (e.g. IBAN transfer instead of card refund). The refund is free of charge for you.

Retention right: Under Article 136 of ZVPot-1, we may withhold the refund until we receive the returned goods or proof that you have sent the goods 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 136 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. Within 24 hours of receipt, email info@viagoshop.com with photos attached and a description of the damage.
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 info@viagoshop.com or call +386 30 741 481 on weekdays from 09:00 to 16:00 CET.