Terms of Service

Effective Date: October 8, 2026

Welcome to the official e-commerce platform of VIP PROM d.o.o, accessible at www.vippromdoo.com. These Terms of Service govern all your access to and use of our website, all purchases of our curated practical bathroom essentials, and all interactions with our customer support, product warranty, and supplementary service offerings. As a small, passionate team based in Zagreb, Croatia, we built this business around our founding mission to deliver simple, durable, well-made washroom goods that fit seamlessly into your everyday routines — no overpriced designs, no unnecessary extras. This document outlines the clear, fair, mutually binding terms that apply between you, the customer, and VIP PROM d.o.o. for all activities conducted through our platform, and it is designed to be fully transparent, free of hidden fine print, and aligned with all applicable Croatian and European Union consumer protection regulations.

By accessing our website, creating a registered user account, browsing our full product catalog, submitting an order, or otherwise engaging with any of our services, you acknowledge that you have fully read, understood, and agreed to be bound by every provision laid out in these Terms of Service. If you do not agree with any part of these terms, you may not access or use our website, and we ask that you discontinue all interactions with our platform immediately. These Terms of Service operate in full conjunction with our separately published Privacy Policy, Refund and Returns Policy, and Shipping Policy, all of which are hosted on our public website and recognized as integral, legally binding components of this full user agreement.

1. Official Party Information

The service provider and legal data controller referenced across all these Terms of Service is:
VIP PROM d.o.o.
Registered Business Address: Radnička cesta 40, 10000 Zagreb, Croatia
Official Contact Email: softly@vippromdoo.com
Customer Service Telephone: +385 91 602 3867
Our operating customer care hours are clearly posted as Monday to Friday, 10am – 9pm CET, and all legitimate customer inquiries submitted via our listed official contact channels will receive a formal response within a maximum of 3 business days. Our full product range includes but is not limited to soap dishes, toilet nozzles, toothbrush holders, towel hooks, shower heads, and all other carefully curated bathroom essentials listed across our New Arrivals and Shop All Products catalog pages.

2. Eligibility to Use the Platform

To create a registered user account on our website, place an order, and access our full suite of platform features, you must meet all of the following eligibility requirements:

• You must be at least 16 years of age, or the age of legal majority in your resident jurisdiction, whichever is higher, and you possess the full legal capacity to enter into a binding purchase contract under applicable law.
• All information you submit during account creation, checkout, or any interaction with our team must be true, accurate, complete, and kept up to date at all times.
• You are a resident of a destination that falls within our official covered shipping region, which currently includes all countries and territories within the European Economic Area (EEA), as outlined in our published Shipping Policy.
• You will not use our website for any fraudulent, unlawful, or unauthorized purpose, including but not limited to scraping product data, reselling our products under false branding, or submitting falsified transaction information.

We explicitly reserve the right to refuse service, terminate existing user accounts, cancel pending orders, or restrict platform access at our sole discretion if we determine that a user has violated any of these eligibility requirements, with no liability to the affected user for these enforcement actions.

3. Registered User Account Rules

When you create a My Account profile on our website, you are fully responsible for maintaining the security of your account login credentials, including your unique username and chosen account password. You agree that you will not share your account access details with any third party, and you take full, unrestricted responsibility for all activities that are conducted under your registered account. If you discover any unauthorized use of your account, you must notify our team immediately at softly@vippromdoo.com so we can reset your login details and secure your personal information.

VIP PROM d.o.o. will not be held liable for any financial loss, order discrepancy, or data breach that arises from your failure to safeguard your account credentials. You may permanently request the full deletion of your user account at any time by contacting our customer support team, at which point we will remove all your stored personal data in alignment with the provisions laid out in our published Privacy Policy, except for limited data we are legally required to retain for tax, accounting, and regulatory compliance purposes.

4. Order Submission and Contract Formation

When you add products to your shopping cart, complete the checkout process, and successfully submit your payment information, you are submitting a formal binding offer to purchase the listed items from VIP PROM d.o.o. A valid sales contract between you and our company only comes into full force once our team verifies your payment, confirms product stock availability, and sends you an official order confirmation email that confirms your order has been successfully processed and queued for fulfillment.

We maintain strict real-time stock tracking for all our products in our Zagreb warehouse, but rare situations may arise where an item listed as in-stock on our website is no longer available for dispatch due to unforeseen supply chain delays or system synchronization errors. In this scenario, we will notify you via email within 48 hours of your order submission, offer you the option to wait for confirmed restock, exchange the out-of-stock item for an equivalent product of equal or higher value, or cancel that specific line item from your order, with no hidden penalty fees applied to you.

All product descriptions, product images, and pricing information published on our website are drafted and curated with extreme care to ensure full accuracy, but minor variations in product color, texture, or finish that fall within standard manufacturing tolerances may occasionally occur, and these minor variations do not qualify as a product defect or breach of our sales contract. We explicitly reserve the right to modify listed product pricing at any time before your order is formally confirmed and dispatched, and any active promotional discount codes or voucher credits must be applied before you finalize your checkout, with no retroactive discount adjustments permitted after payment is completed.

5. Payment Terms

All payments processed on our website are handled through fully PCI-DSS compliant, secure third-party payment processors that support major global payment methods including credit cards, debit cards, and popular EEA local digital payment solutions. We never store full unredacted payment card details on our own internal servers, to eliminate all unnecessary data security risks for our customers.

You confirm that you hold the full legal authority to use the payment method you submit at checkout, and all transaction details you provide are valid and authorized. All displayed product prices on our website are listed in Euros (EUR), and include all applicable local value-added tax (VAT) for orders shipped within Croatia, as well as all pre-paid import duties and applicable taxes for orders shipped to other EEA destinations, with zero hidden extra charges required from you after checkout, as specified in our Shipping Policy.

If a payment transaction is flagged for potential fraud risk by our payment processor or internal anti-fraud systems, we reserve the right to temporarily pause your order processing and contact you to request additional identity verification documentation, to protect both you and our business from unauthorized payment activity. We will only resume processing your order once your identity is fully confirmed as legitimate.

6. Intellectual Property Rights

All content hosted on www.vippromdoo.com, including but not limited to all product images, original product descriptions, website graphic designs, brand logos, copy text, website layout, and all other creative content, is the exclusive intellectual property of VIP PROM d.o.o, and is protected under applicable Croatian copyright law, European Union intellectual property regulations, and global international copyright treaties.

You may not reproduce, distribute, publicly display, modify, resell, or commercially exploit any of the copyrighted content on our website for any non-personal use without our explicit prior written consent. You may not use automated web scraping tools, bots, or crawlers to extract large volumes of product data, pricing information, or customer details from our platform for unauthorized commercial purposes. The VIP PROM brand name, associated logos, and all our original product designs are registered protected trademarks of our company, and no third party may use these marks without explicit written approval from our management team.

7. User Conduct Rules

When you access and use our website, you agree that you will not engage in any of the following prohibited activities:

• Uploading, transmitting, or distributing any malicious software, viruses, or harmful code that is designed to disrupt, damage, or compromise the functionality of our website, our servers, or the digital security of other users.
• Posting or sharing defamatory, offensive, illegal, or harmful content in any public review sections, contact form submissions, or community features on our platform.
• Impersonating any other person, legal entity, VIP PROM employee, or authorized representative to obtain unauthorized access to data, secure preferential order processing, or commit payment fraud.
• Reverse engineering, decompiling, or attempting to extract the source code of our website platform, to modify its functionality or create competing derivative products.
• Placing fraudulent, duplicate, or bulk orders that we determine are intended for commercial resale under a separate brand, without our prior formal wholesale partnership approval.

Any violation of these user conduct rules will result in immediate temporary suspension or permanent termination of your account, and we reserve the right to pursue full legal remedies if the prohibited activity causes measurable financial or reputational harm to our business.

8. Return, Refund and Shipping Terms

The full set of rules governing returns, no standalone pure refund policies, product exchanges, store credit offerings, and shipping processing timelines, delivery fees, lost parcel guarantees are formally documented in our standalone published Refund and Returns Policy and Shipping Policy, both of which are accessible publicly on our website footer navigation bar. These policies are fully incorporated into these Terms of Service as legally binding supplementary terms that all users agree to adhere to.

We explicitly remind all users that no pure, product-only refunds where the customer retains physical possession of the purchased item are permitted under any circumstances, as outlined clearly in our Refund and Returns Policy. All eligible post-return resolutions will be offered in the form of product exchange or non-expiring store credit, except for confirmed defective items where only return shipping fees will be reimbursed to your original payment method. All shipping timelines are estimates and not absolute guaranteed delivery dates, and VIP PROM d.o.o. will not be held liable for minor delivery delays caused by force majeure events that fall outside of our reasonable operational control.

9. Product Warranty and On-Demand Repair Service

Every product sold by VIP PROM d.o.o. is covered by a 24-month official legal manufacturer warranty that guarantees all items are free from manufacturing defects under normal household use conditions. If you discover a qualifying manufacturing defect in your purchased product within the warranty window, you may contact our support team to access our advertised on-demand repair service completely free of charge, or proceed with a formal product return aligned with our Refund and Returns Policy to receive an exchange for a brand new fully functional replacement unit.

This official product warranty does not cover damage caused by accidental drops, misuse, improper installation, unauthorized modifications, normal everyday wear and tear, or damage caused by exposure to extreme heat, harsh corrosive chemicals, or improper cleaning solutions that do not align with the product care instructions provided with each item. All our in-house on-demand repair services are carried out by trained members of our Zagreb-based team, with no third-party contractors handling your warranty repair requests.

10. Limitation of Liability

To the full extent permitted by applicable consumer protection law in the Republic of Croatia and across the European Economic Area, VIP PROM d.o.o. shall not be held liable for any indirect, incidental, consequential, special, or punitive damages arising from your use of our website or purchased products, including but not limited to lost profits, lost savings, incidental property damage that falls outside of standard product liability coverage, or inconvenience costs caused by minor delivery delays.

Our maximum total aggregate liability for any and all claims arising from your order, your use of our website, or any related service interaction will never exceed the total purchase price you paid for the specific order that gives rise to the submitted claim. Nothing in these Terms of Service is intended to exclude or restrict our liability in situations where applicable mandatory consumer protection law prohibits such limitation, including liability for personal injury caused by our defective products, or fraudulent misrepresentation on our part.

11. Third-Party Links

Our website may occasionally contain hyperlinks to external third-party websites, including links to our trusted logistics courier partners, payment processors, or complementary home goods resources that we believe may be of interest to our customers. The presence of these third-party links on our platform does not constitute an official endorsement, verification, or approval of the content, products, or privacy practices operated by these external websites. We hold no control over the content and operating practices of these independent third-party platforms, and we assume no liability for any harm, financial loss, or privacy violation that may arise from you accessing these external sites. We strongly recommend that you review the separate terms of service and privacy policy of every third-party website you visit after clicking a link on our platform.

12. Modifications to Terms of Service

We reserve the right to revise, update, or modify the provisions laid out in these Terms of Service at any time, to reflect changes to our business operations, new regulatory requirements, or improvements to our service offerings. When we make material changes to this document, we will update the Effective Date listed at the top of this Terms of Service page, and post a prominent notification banner on the homepage of www.vippromdoo.com to alert all users to the upcoming revisions 7 calendar days before the new terms take effect. Your continued use of our website, placement of new orders, or interaction with our services after the updated terms come into force will constitute your full acceptance of all revised provisions.

13. Governing Law and Dispute Resolution

These Terms of Service are governed exclusively and interpreted in full accordance with the substantive laws of the Republic of Croatia, without regard to any conflicting choice of law rules. Any dispute, claim, or disagreement that arises out of or relates to your use of our website, your purchase orders, or the enforcement of these Terms of Service will first be attempted to be resolved amicably through direct friendly negotiation between you and our customer support team within 30 days of the dispute being formally notified to our official contact email at softly@vippromdoo.com.

If the dispute cannot be resolved through direct negotiation, the dispute will be submitted to the exclusive jurisdiction of the competent courts located in Zagreb, Croatia. Customers located in other EEA jurisdictions may also access the official EU Online Dispute Resolution (ODR) platform to file a cross-border consumer dispute, in alignment with applicable EU alternative dispute resolution regulations.

14. Severability Clause

If any individual provision laid out within these Terms of Service is determined to be invalid, unenforceable, or illegal by a competent court of law, that specific provision will be severed from the rest of the document, and all remaining terms and clauses will remain in full legal force and effect, unchanged and fully enforceable to the maximum extent permitted by applicable law.

If you have any questions, concerns, or requests for clarification related to any part of these Terms of Service, you may contact our team at any time through our listed official contact channels:
VIP PROM d.o.o.
Address: Radnička cesta 40, 10000 Zagreb, Croatia
Email: softly@vippromdoo.com
Telephone: +385 91 602 3867