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Terms and conditions


Ustna higiena VBO, trgovinsko in storitveno podjetje, d.o.o.

Mladinska ulica 54, 2000 Maribor

Tax Number: SI86605950

National identification number: 8956413000


IBAN SI56 2900 0005 3374 786 (Unicredit banka Slovenija d.d.), SWIFT: BACXSI22





End customers or companies can make the purchase. End customers are persons, who buy the goods for their own use, not for re-sale.  

With submitting a request or making a purchase, the customer agrees to Terms and Conditions published on this page.

Ustna higiena VBO d.o.o. and the customer arrange their duties and obligations according to this Terms and Conditions and according to the Customer protection law (ZVPot).

The buyer agrees to Terms and Conditions when placing an order (online).

In case of an offline sale, the customer commits to purchase with placing an order per email or an order form (for companies).

V primeru klasičnega nakupa zavezuje kupca k naročilu oddaja naročila preko emaila ali z izdano naročilnico podjetja.



All Prices displayed in EUR and include VAT, unless explicitly stated otherwise. 

  • Regular price: is the regular sales price for a product
  • Special price: is the reduced regular price (with or without time limit for the offer)



  • Special offer/sale: products marked with this tag are currently on sale, for limited time period.

  • Last pieces: products marked with this tag, are on sale for unlimited time, or until in stock.

Prices are subject of change without prior notice. The prices valid for a product are displayed in the moment of your request, except in case of an error whne displaying price. We take all reasonable care to ensure that prices are shown correctly. However, it is possible that incorrect prices may be displayed against goods from time to time. In case of a wrongly displayed price (in your order), we will notify you via email or telephone and try to find a solution that will be of mutual satisfaction.

Your order will be deemed to have been accepted once the customer makes the payment of the invoice or preform invoice, at which point, a contract will come into existence between you and us. You will receive the invoice with your total with the delivery or in a separate email.



Once your order is completed, you can cancel it free within 30 minutes after the order was made. You must provide your name and the order number.



Ustna higiena d.o.o. reserves the right, to cancel the order, which we cannot be fulfilled according to the mentioned conditions. We also reserve the right, to refuse all suspicious orders. We reserve the right to refuse orders over 500 €, and require additional order form for the required goods, especially for custom made items. 

This is used as an insurance for the returns of customized or personalised products.



In the case of contracts concluded at a distance or off premises, as a consumer you have the right to inform us via email within 14 days of your withdrawal from the contract without having to give a reason for your decision. The withdrawal period starts on the date of collecting the ordered goods. The order withdrawal must be sent in written form via email and the customer must complete our order cancelation form, and send the original invoice. You are deemed to have returned the goods in time if you send them before the expiry of the 14-day return period (Consumer Protection Act).

Refunds will be made as soon as possible, and no later than 14 days after the goods have been returned to us. The refund will be done by using the same means of payment as you have used for the initial transaction. Refunds will be made as soon as possible, and no later than 14 days after the goods have been returned to us.




The only cost you bear in the event of withdrawal from the contract is the direct cost of returning the goods.

Items that cannot be returned by the post will be delivered by our partner courier service. Costs off pick up/delivery are payed by the customer.


  • if you are returning an entire order, the full amount of the purchase price will be refunded (including delivery, if charged);

  • if you are returning part of an order, you will only receive a refund for the goods returned. We do not refund the delivery charge (if charged on invoice). If delivery was not charged on the invoice (free delivery), the customer is refunded the full amount on invoice (goods, items)

A refund is not possible, if you have already opened the security seal and taken the goods out of their original packaging. 

The goods have to be returned undamaged, unchanged and in unchanged quantities, in original unbroken packaging, except, of the products are damaged (not by customers guilt). The customers has the same rights, when purchasing online as in regular stores. 

The customer must complete our order cancelation form, and send the original invoice.

If a company or other legal form of business organisation makes the order, and if the order was not made through our websites, the above-mentioned conditions do not apply. The terms of refund, the refunds will be processed on individual basis, trying to consider all the circumstances.

Refunds of damaged products

In case of damage, signs of opening or in case of missing products in the parcel, the customer has to fill in the complaint to the currier service. Together we will try to solve the complaint in the shortest possible time. 



An exchange of products is not possible. If you would like a different product, please make a second purchase. 

You have the right to returns the products, if they don't meet your expectations (wrong size, colour, or other reasons).  The order withdrawal must be sent in written form via email and you must complete our order cancelation form, and send the original invoice. The returned products must be unworn, unused, in sealed original packaging, with labels. The refund will be done by using the same means of payment as you have used for the initial transaction. Refunds will be made as soon as possible, and no later than 14 days after the goods have been returned to us. The only cost you bear in the event of withdrawal from the contract is the direct cost of returning the goods.

Meanwhile, you can place a new order for an alternative product. The price is valid at the of the purchase. If you bought a products at a discounted price and returned it, and your new product is more expensive, the price at the time of purchase is valid (t.i. higher price)


If you have a complaint regarding the packaging upon delivery by the courier, if you received wrong products, in wrong colours and quantities, or the goods otherwise deviate from the order, you have the right to file a complaint.

In case of a complaint, please fill in our complaint form.

The same warranty terms and conditions (according to the Slovenia law) apply for the products bought online as for the products bought in general stores. 


Warranty can be claimed only with the original invoice and at our company headquarters. The complaint claim will be processed when we receive the goods/products and all the required documents are submitted (complaint form, original invoice).

A damage on the product can claimed according to warranty or as a factual error according to the Slovenian Customer protection law (ZVPot). Warranty can be claimed for products that oblige the mandatory warranty under the law (the list of the products in Rule book fort he goods, warranty is issued for flawless operation) and for those that were issued/sold with a warranty.  


Complaint on a factual error can be claimed for every bought product (meaning, the customer can complain on any product without warranty, if there is a factual error, or any product with issued warranty).

Based on the warranty, the customer can demand a charge free error solution (provided by the distributor or the producer). 


If the error / damage can not be repaired, or the company is not able to repair it within 45 days, the customer can demand a new product. 

In case of a factual error, the customer can file the complaint within 2 months from the day, the factual error was found (does not apply for mistakes/damages on the product after 2 years), and demand:

  • damage repair or

  • partial refund in proportion between the amount and the damage

  • product exchange or

  • full refund

Factual error according to ZVPot:

  • if the products do not have the attributes required for their normal use or trade;

  • if the products do not have the attributes, required for special use, for which the buyer is buying them, and were or should have been known to the seller;

  • if the products doesn't have the attributes and qualities, that where explicitly or silently agreed;

  • if the seller delivered products, that differed from the samples, except if the sample was shown just for the notification purpose

If the error is actual, the seller is obliged to approve the claim to the customers within 8 days period. 

If a there is a dispute about an factual error, the seller is obliged to a write reply to the customer within 8 days.

If the seller or the supplier confirm, that a complaint is approved, the error on the product will first be repaired and the product returned to the customer. 

In case a repair on the product is not possible, the customer will receive a new free product, if on stock. If the product is not on stock, or the delivery time is unknown, the customer is refunded for the products.

The returned products (in case of exchange or refund) are kept by the seller.



Delivery time: should the ordered product not be on stock in our warehouse, they will be ordered and delivered to you within shortest possible time. 

The approximate delivery time for each product can be found on product site. In case of a occasional delay, we ask for your understanding.

We will do our best, do deliver your order within the delivery times published, but can't guarantee the delivery, because it depends on stock.

Delivery for products with published delivery time 1-3 days:

  • Paypal or debit/credit card payment: in 1-3 days, if on stock in our warehouse

  • bank transfer: in 1-3 days after we receive the founds on our bank account, if on stock in our warehouse

Delivery time for products that are not currently on stock, is immediately after we receive them into our warehouse. 

In case of special request please fill in the »comments« window on the bottom.

The parcel will be delivered to your delivery address written in your order. 

In case the parcel cannot be delivered (you are not at home), the delivery service will notify you about next delivery, free of charge.

Our currier service is Posta Slovenije (The Slovenian Post office)


Delivery fee

  • 12,08 € (VAT incl.)

Free delivery for orders of 50 € or more.



we provide the following payment methods:

  • Bank transfer

In case of bank transfer payment, the customer receives an order confirmation with transfer details per email. The products will be shipped after the money is booked on our bank account (if the products are on stock, in case the products are not on stock, immediately after we receive them in our warehouse). The bank transfer has to be completed within 7 days; otherwise, we will automatically cancel the order. 

  • Credit card (Mastercard, Visa, ...)
  • PayPal (an online secure payment service for credit cards and other payment methods



Use of the promotion code:

  • You can find the promotion code form inside your shopping cart.

  • Type in your promotion code. 

  • Click on »Use coupon/code« button to activate your coupon.

  • If the code is correct, the system will automatically calculate your bonus.

  • In case the code is wrong, you will be notified.

  • Only 1 coupon per purchase applies.



Our company Ustna higiena VBO d.o.o. complies to the costumer protection law. The seller has to confirm the reception of a complaint within 5 working days, and notify the customer about the complaint.

 The provider is aware that the essential characteristics of consumer dispute, at least as far as solving the case, is disproportion between the economic value of the claim and the costs incurred in resolving the dispute. That is also a major reason, as to why the consumer does not initiate legal action. Therefore, the provider uses their best efforts to resolve any disputes amicably. In case of any trouble, the customer can contact the seller Ustna higiena VBO d.o.o. per telephone or email Complaints can be filled per email or signed for mail. Our address: Ustna higiena VBO d.o.o., Mladinska ulica 54, 2000 Maribor

Settlement of consumer disputes

According to the legal regulations, Ustna higiena VBO d.o.o., does not comply to any off court settlements about a customer dispute, as jurisdiction for solving a customer dispute that the customer might file according to »Zakon o izvensodnem reševanju potrošniških sporov.«

According to regulation (EU) nr. 524/2013 of the European parliament, and the Council of online customer dispute solutions and the change of regulation (ES) nr. 2016/2004 and regulation 2009/22/ES. Ustna higiena d.o.o. publishes the link for the Online dispute resolution:



We reserve the right to changes of our website and Terms and conditons without prior notice. We take all reasonable care to ensure that our website is accurate, but we cannot guarantee that it, or any content upon it, will be completely free from errors or omissions. Access to our website is permitted on a temporary basis, and we may suspend or withdraw all or any part of our website without notice. We will not be responsible for any loss or damage you suffer if our website is unavailable at any time.



Published content is property of Ustna higiena d.o.o., or we have the right for use of published content. All rights reserved.

You may not copy, reproduce, distribute, publish, display, perform, modify, create derivative works, transmit, or in any way exploit any such content, without our consent.


Maribor, 15. 11 .2021