VIP PROM

Refund and Returns Policy

Effective Date: October 8, 2026

This Refund and Returns Policy applies to all purchases made through the official e-commerce website of VIP PROM d.o.o, available at www.vippromdoo.com. As a small, passionate Croatian team focused on delivering practical, well-made bathroom essentials including soap dishes, shower heads, toothbrush holders, towel hooks and other curated washroom goods, we have designed this policy to be fully transparent, fair, and consistent with our core operating principle of offering no overpriced designs or unnecessary extras for our customers.

This policy explicitly outlines that ‌pure, item-only refunds without product return are strictly not permitted under any circumstances‌, a rule we have implemented to ensure equitable treatment for all our customers, maintain our ability to keep product prices reasonably low, and prevent fraudulent claims that would erode the quality of service we deliver to every member of our community.

1. Eligibility for Return Eligible Orders

We offer all our customers a 30-day extended returns window, counted from the exact date that you receive your ordered items. To qualify for a valid return process that can lead to eligible refund or exchange options, your submitted return request must meet all the following criteria, and no exceptions will be made for requests that fail to satisfy these requirements:

  • Your return request is submitted within the 30-day extended return window starting from the day your parcel is marked as successfully delivered by our logistics partner.
  • The product you intend to return is in its original, resellable condition: it is unwashed, undamaged, unused, and retains all original factory packaging, tags, stickers, and protective wrapping that came with the item at the time of delivery.
  • You are able to provide the original order confirmation number that was sent to your registered email address when you completed your purchase on our website.
  • The item you wish to return is not classified as a final-sale product. All final-sale marked items listed on our Shop New Arrivals and Shop All Products pages are explicitly excluded from the returns process once the order is confirmed as dispatched.

2. Strictly No Pure Refund Requests

VIP PROM d.o.o. enforces a strict no standalone, product-only refund rule. Under no circumstances will we process a full or partial monetary refund for any order where the customer retains full physical possession of the purchased product and does not return the full intact item back to our designated warehouse address. This rule applies to all order values, all product categories including but not limited to soap dishes, filtered shower heads, toothbrush holders, towel hooks, and all other bathroom essentials sold on our website.
We have established this non-negotiable policy for clear, customer-centric reasons: it allows us to keep all product pricing at the reasonable, accessible level we promise our community, prevents unfair inventory and revenue loss that would force us to raise future product prices for every shopper, and ensures we can continue to offer free gift packaging for all orders over €150, free in-house on-demand repair services for eligible products, and our standard of responsive customer care available Mon – Fri, 10am – 9pm CET.
Any request that asks for a full or partial refund without the customer returning the corresponding physical product to our Zagreb processing facility will be automatically declined, and our support team will follow up with you to walk you through the formal product return process to qualify for eligible post-return resolutions.

3. Valid Return Process Step-by-Step

To initiate a valid return that aligns with all terms of this policy, please follow these simple steps:

  1. Send an explicit return request email to our dedicated support inbox at softly@vippromdoo.com, with your original order number, the full name used to place the order, and a short description of the reason you wish to return the item. Our team will reply to your request within 2 business days, with a unique return authorization number and the exact designated return shipping address for our processing facility. Return packages sent to addresses other than the one provided in your official return authorization will not be processed, and will not qualify for any subsequent refund or exchange.
  2. Carefully repackage the product you are returning into its original packaging, or a secure shipping package that will prevent damage during transit. Write your unique return authorization number clearly on the outside of the shipping parcel, to allow our team to identify your returned item immediately after delivery.
  3. Ship the return parcel back to the address we provide. Unless the return is being processed due to a confirmed manufacturing defect on our part, the customer is responsible for covering the return shipping costs to send the item back to our facility. We strongly recommend selecting a tracked courier service for your return shipment, to avoid the risk of lost parcels during transit.
  4. Once our warehouse team receives your returned item, they will conduct a full inspection to confirm that the product meets all return eligibility criteria listed in this policy. This inspection process is usually completed within 3 business days from the day we receive your parcel.

4. Available Post-Return Resolution Options

After your returned item passes our full inspection, you may select one of the two following resolution options, both of which are fully compliant with our no pure refund rule:

  1. ‌Product Exchange‌: You may opt to exchange your returned item for another identical product, or a different product of equal or higher value from our full catalog of bathroom essentials. If you select a product of higher value, you will only need to pay the small difference in price. We will cover the standard shipping cost for your exchanged order, and dispatch it within 2 business days of the exchange being confirmed.
  2. ‌Store Credit Voucher‌: You can choose to receive 100% of the original purchase price of your returned item as non-expiring store credit that you can redeem against any future purchase made at www.vippromdoo.com. This store credit never expires, can be combined with other active promotional offers on our website, and has no minimum order value requirement for redemption.
    Please note that original order shipping fees paid at checkout are non-refundable under all circumstances, as these fees cover the cost of the initial delivery service we completed to ship the original product to your address.

5. Defective or Damaged Product Special Cases

In the rare instance that your delivered item arrives with obvious manufacturing defects, shipping damage, or does not match exactly the product you ordered, you will qualify for our full on-demand repair service free of charge, or you may proceed with the formal return process to select either a product exchange or full store credit covering 100% of your order value. In these confirmed defect cases, we will fully reimburse all return shipping costs you incur, via the original payment method you used for your order. We do not process standalone monetary refunds for defective items that you choose to keep, even if the defect is confirmed by our quality control team.

6. Contact Information for Inquiries

If you have any questions, clarifications, or special requests related to our Refund and Returns Policy, you can reach our support team via the following channels:
VIP PROM d.o.o.
Address: Radnička cesta 40, 10000 Zagreb, Croatia
Email: softly@vippromdoo.com
Telephone: +385 91 602 3867
Our customer care team will respond to all policy-related inquiries within 3 business days, during our standard operating hours Monday to Friday 10am to 9pm CET. We reserve the right to update this policy occasionally, and all changes will be posted on our website at www.vippromdoo.com with a clearly marked updated effective date.