Refund policy

Complaints & Warranty Claims

How to Submit a Complaint or Warranty Claim

1. Complete the online claim form

The complaint or warranty claim process begins by completing our online claim form.

You can access it here.

2. Contact Customer Support

Once you've submitted the form, please call our Customer Support team at +382 67 479 777 to notify us about your claim.

We will arrange for the courier service to collect your package.

3. Prepare Your Return

Please include the following in your package:

  • the completed claim form,

  • the item you are returning,

  • the original receipt.

If your receipt contains multiple purchased items and you are returning only some of them, please keep the original receipt and include a copy with your claim.

4. Ship the Package

Please pack the product securely, ensuring all original tags and labels remain attached, and send it to:

Viva Walk Barefoot
Prefect Griffin d.o.o.
Iva Vizina 25
81000 Podgorica
Montenegro

Once your package has been delivered, you will receive an email confirming its receipt. Your complaint or warranty claim will be reviewed, and you will receive a written response within 8 days from the date we receive your return.

Right to Withdraw from Your Purchase

In accordance with the Consumer Protection Act, purchases made through our online store are considered distance contracts.

You have the right to withdraw from your purchase within 14 days of receiving your order, without providing a reason.

If you choose to withdraw, the sales contract will be cancelled and you will receive a refund, subject to the conditions described below.

Products Excluded from Returns

For hygiene and health protection reasons, certain products cannot be returned once their original seal has been opened.

These include, but are not limited to:

  • socks,

  • underwear,

  • swimwear,

  • other products supplied in sealed packaging that has been opened after delivery.

Products that deteriorate quickly or have a short shelf life are also excluded from the right of withdrawal.

Conditions for Returning Products

Products eligible for return must be:

  • unused,

  • in their original condition,

  • returned in their original, undamaged packaging.

The returned goods must be shipped no later than 14 days after submitting your withdrawal request. The return is considered timely if it is dispatched before the end of this period.

Unless the return is due to our error (such as receiving an incorrect or defective product), the customer is responsible for the cost of returning the goods.

If you receive an incorrect or damaged item, please contact our Customer Support team within 24 hours of receiving your delivery by calling +382 67 479 777.

Please have your order number available before contacting us.

Personal Data

Any information provided in the withdrawal form will be used solely for processing your return.

Personal identification information is collected only where required by applicable tax regulations and will be processed exclusively for the purpose of completing a product exchange or refund.

How to Return an Item (Within 14 Days)

1. Submit the Online Withdrawal Request

Complete the online withdrawal request to begin the return process.

2. Complete the Withdrawal Form

Fill out the Withdrawal from the Sales Contract form and include it inside the package together with the item you are returning.

3. Send Your Return

Return the package using a courier service.

After handing the package to the courier, keep your shipping receipt so you can track the shipment until it reaches our warehouse.

Please send your return to:

Viva Walk Barefoot
Prefect Griffin d.o.o.
Iva Vizina 25
81000 Podgorica
Montenegro

Important Packaging Instructions

The returned item must be packaged securely.

For footwear, the original shoe box is mandatory.

The original shoe box must not be sealed with adhesive tape or used as the outer shipping box. Instead, it should be protected by additional packaging, such as a shipping bag or another cardboard box, to prevent damage during transport.

We cannot accept responsibility for returns that are damaged due to inadequate packaging.

Refunds

Once the returned product reaches our warehouse, it will be inspected to verify that it is unused and in good condition.

If the return meets the above conditions, your refund will be processed within 14 days of receiving your withdrawal form.

Please note that we may withhold the refund until we have either:

  • received the returned goods, or

  • received proof that the goods have been shipped,

whichever occurs first.

If the returned product shows signs of use or damage beyond what is necessary to establish its nature, characteristics, and functionality, the customer will be responsible for any reduction in the product's value.