Returns and Complaints

Dear customers,

We have improved our return procedure. Below, you will find instructions for returning incorrect, damaged, and unsuitable items.

You can return items within 14 days of receiving your order under the following conditions:

Return Conditions:

1. You need to have the original invoice.

2. The original packaging must not be damaged.

3. Food items must be sealed, with original labels and declarations intact.

4. Clothing and footwear must be clean, unworn, unwashed, and include the original labels. Socks and underwear cannot be returned.

5. Smartwatches and electronic devices must be unused and can only be returned with the original packaging and all associated parts and declarations.

6. Fitness accessories must be unused and returned with the original packaging and all associated declarations.

Our loyalty members can return clothing and footwear within 30 days.

Complaints and claims regarding defective and damaged items are approved within the warranty period.

Returns/complaints will not be approved if the item has been worn, opened, or washed (for clothing) or if the issue is not a manufacturing defect, and the item has been damaged due to mishandling.

Polleo Sport is not responsible for incorrectly returned items. If you wish to receive such an item again, you will be responsible for the shipping costs.

Items purchased in Polleo Sport stores cannot be returned, unless there is a manufacturing defect. In that case, you can exchange the item for a new one or another item.

Return Procedure for Webshop Orders:

1. Initiate a Return Request: Report any returns or complaints through the application at the following link https://app.polleosport.eu/returns. In the case of complaints, be sure to attach relevant photos of the item you are complaining about, showing the issue, and a description of the damage.

2. Return Approval: Upon receiving your return request, we will review the matter and contact you within 48 hours (2 working days) at the email you provided.

3. Packaging: Once the return is confirmed and approved, you must prepare the items for return and shipping, and include a copy of the original invoice. All shipments must be secure for transport, meaning all products and their packaging must be returned in their original condition. We recommend using the Polleo Sport box in which the ordered goods were delivered for the return.

4. Shipping: In the case of a return due to the wrong size, send us the invoice and the item(s) to the address below. Please label the package prominently with the inscription WEBSHOP-RETURN so that warehouse employees know exactly what to do with the package and inform us when it arrives.

The return address is:

Polleo Sport Warehouse
Samoborska Street 134
10090 Zagreb
Croatia

1. Inspection and confirmation of the return is carried out as soon as the item is returned to the Polleo Sport warehouse. The correctness of the item and the execution of the return are confirmed to the customer via email.

2. Refund of funds is carried out after confirming the correct condition of the returned item, and the funds are returned to the customer's account according to the payment method used when ordering.

The refund will be processed within 3 to 12 days after the items have been returned.

Once the return request is approved, the customer can track the status of their return in the application.

For additional questions, please contact us at shop@polleosport.eu or +4306608438600.

Return Procedure for Items Purchased in the Store:

1. Returns, exchanges, or complaints can be made at Polleo Sport stores within 14 days, except in the case of DOA* devices, which have a 7-day period.

2. Returns, exchanges, or complaints are only possible with the presentation of the original invoice.

3. All items and their packaging must be returned in their original condition. Do not affix anything directly to the box/packaging of the item, as we will not be able to accept the return or exchange in this case. We recommend using the provided Polleo Sport box or bag for the return.Our colleagues will inspect the items and approve the return if all return conditions are met (see "Return Conditions").

4. Exchange or refund will be done immediately after approval. The refund method will be the same as the original payment method.

*DOA (Dead On Arrival) devices must be claimed within 7 days of purchase in the store. The defective product, along with the original invoice, original packaging, and all associated parts, must be presented in the Polleo Sport store.

About Webshop Returns:

According to the Consumer Protection Act, you have the authority to unilaterally terminate the contract within 14 days from the day of product delivery without stating reasons.

You can find the withdrawal form on the General Terms and Conditions page under "Right of withdrawal.." In certain situations, no withdrawal is possible. For more information, please visit the General Terms and Conditions.