Returns and Complaints

Dear customers,

To simplify the entire return or complaint process for both you and us, please follow the procedure below after receiving faulty, incorrect, or unsuitable products.

Exchanging items purchased via the webshop is not possible. If you would like to exchange an item purchased online, you must return it and place a new order.

If you purchased the product in a physical Polleo Sport store, you are not entitled to a refund under the right of withdrawal unless the product is defective. However, if the item is technically flawless and meets all specified return conditions, we may approve an exchange for another product of equal or greater value with the corresponding surcharge.

Return conditions for products purchased in a physical store:

The deadline for exchanging items purchased in-store is 30 (thirty) days from the date of purchase.

Conditions for exercising the right to exchange:

• The customer must present the original receipt as proof of purchase.
• All products must be in their original, undamaged packaging.
• Food items must be undamaged, unopened, and unused, with intact and legible packaging, label, and declaration.
• Clothing and footwear must be clean, unworn, and unwashed, with all original labels and declarations. For hygienic reasons, exchanging socks and underwear is not possible.
• Smartwatches and electronic devices must be unused, in undamaged original packaging, and include all accessories and accompanying documentation.
• Fitness equipment must be unused, in undamaged original packaging, and include all associated declarations and documents.

Complaints regarding material defects will be processed in accordance with the Civil Code and the Consumer Protection Act and under commercial warranty if it is determined that the product has a defect or is unsuitable for its intended use.

Complaints and returns will not be accepted in the following cases:

• If the product is clearly used, damaged, opened, or washed (in the case of clothing and footwear).
• If the damage is not due to a manufacturing defect but results from improper handling, prolonged use, inadequate maintenance, or other causes unrelated to manufacturing errors.

Please note that we do not accept responsibility for items returned by mistake. If you want us to send these items back to you, the shipping costs must be covered by you.

Withdrawal from the purchase contract via the online shop polleosport.at:

According to the Consumer Protection Act, you have the right to unilaterally withdraw from the contract within 14 days of receiving the product without giving any reason.

The standard form for unilateral withdrawal from the contract is available in the "Returns and Complaints" section of the General Terms and Conditions.

In exceptional cases, the right of withdrawal does not apply. Details are also available in the "Returns and Complaints" section of the Terms and Conditions.

Return procedure for products purchased via polleosport.at:

• Return request – Please submit each return or complaint through the app at the following link: https://app.polleosport.at/retoure/#/. For complaints, it is mandatory to attach photos of the item clearly showing the issue, along with a description of the defect.
• Return confirmation – Once your request has been received, we will review it and respond to the provided email address within 48 working hours.
• Packing for return – After your return is confirmed and approved, please prepare the item(s) for shipping and include a copy of the original invoice. All shipments must be securely packaged, and all products and packaging must be returned in original condition. We recommend using the original Polleo Sport packaging.
• Shipping – In case of a return due to incorrect size, please send the invoice and item(s) to the warehouse address (see below). Clearly mark the package with the label WEBSHOP-RETURN.

Return address:

Return verification and confirmation will take place once the item arrives at the Polleo Sport warehouse. The customer will receive confirmation of the item's condition and the refund via email.

The refund will be issued once the returned item’s condition is confirmed and will be transferred to the customer’s account based on the payment method used in the original order.

The refund will be processed within 3 to 12 working days after receiving the return, but no later than 14 days after the withdrawal notice is received.

You can track the return status in the app.

For additional questions, please visit our FAQ page, email us at shop@polleosport.at, or call us at +43 660 843 8600.