Premium Experience – Terms of Service

Company: vidaXL Europe BV
Address: Mary Kingsleystraat 1, 5829 SK Venlo, Netherlands
Email: [email protected]
Website: www.vidaXL.si
Service covered: Timely order processing and priority handling of customer service requests
Date of purchase: See invoice
Price: €4.99 per order

1. Description of the Service

The Premium Experience service is offered by vidaXL as a supplement to the statutory consumer rights under Slovenian law. It provides priority processing and shipment of orders as well as priority handling of customer service requests. This service does not replace or limit any legal consumer guarantees.

2. Service Benefits

2.1 Priority Order Processing and Shipping

2.1.1 Orders with Premium Experience are processed with priority and shipped as quickly as possible.

2.1.2 The order will be placed at the top of the processing queue and shipped no later than the next business day after the order is placed (excluding weekends and public holidays). This service is especially beneficial during periods of high demand or unexpected delays.

2.2 Compensation for Late Shipment

2.2.1 If the order is not shipped within the promised timeframe, you will receive compensation equal to 150% of the paid Premium Experience price in the form of a voucher.

2.2.2 If the order contains multiple products, the compensation will be calculated proportionally based on the value of the products that were not shipped on time.

2.3 Priority Customer Support

2.3.1 Requests sent through customer service will be processed within 12 hours provided that:

• The customer uses the same email address as used for the order
• The order number is clearly stated in the first message

2.3.2 If these conditions are not met, the normal response time (up to 24 hours) applies to the first message. Priority handling will begin once the Premium Experience status is confirmed.

3. Exclusions

3.1 The Premium Experience service does not include product handling such as repair, replacement or refunds. It only covers the services described in these Terms.

4. Duration of Service

4.1 Priority shipping applies from the date of the order until all products are successfully shipped or a voucher refund is issued.

4.2 Priority customer support applies until the legal warranty for the purchased product expires.

5. Right of Withdrawal

5.1 In accordance with the Slovenian Consumer Protection Act (ZVPot), the consumer has the right to withdraw from a distance contract within 14 days without giving any reason.

5.2 If the consumer withdraws from the entire order, the Premium Experience price will also be refunded provided that the service has not been fully performed (i.e. the products have not yet been shipped).

6. Legal Guarantees

6.1 The Premium Experience service does not affect any statutory consumer rights.

6.2 Consumer Protection Act (ZVPot)

6.2.1 Consumers have the right to report defects within two years from the delivery of the goods.

6.2.2 During the first six months after delivery, any defect is presumed to have existed at the time of delivery unless the seller proves otherwise.

6.2.3 Consumers may request repair or replacement. If this is not possible or reasonable, they may request a price reduction or cancellation of the contract.

6.3 Hidden Defects

Consumers may claim hidden defects within the legally prescribed period and may request a price reduction or cancellation of the contract.

7. Additional Information

This service is valid exclusively in Slovenia and is governed by Slovenian law.

In case of disputes and in the absence of an amicable solution, the Slovenian courts shall have jurisdiction.