Returns and complaints

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Dear customers,

To make the entire return or complaint process easier for both you and us, we kindly ask you to follow the procedure outlined below after receiving incorrect, unsuitable, or damaged products.

Exchanges of items purchased through the online store are not possible. If you wish to exchange an item bought online, you must return it and place a new order.

If you purchase an item in a physical Polleo Sport store, you do not have the right to return it (for a refund) based on the right of unilateral withdrawal from the contract, unless the product is defective. However, if the product is technically sound and meets all listed return conditions, we may approve an exchange for another product of equal or higher value with additional payment.

Return conditions for items purchased in a physical store:

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

Conditions for exercising the right to exchange:

• The customer must provide the original receipt as proof of purchase.

• All items must be in their original, undamaged packaging.

• Food products must be undamaged, unopened, and unused, with intact and legible packaging, labels, and declarations.

• Clothing and footwear must be clean, unworn, and unwashed, with all original labels and declarations. For hygiene reasons, socks and underwear cannot be exchanged.

• Smartwatches and electronic devices must be unused, in undamaged original packaging, along with all included accessories and documentation.

• Fitness equipment must be unused, in undamaged original packaging, and with all accompanying declarations and documentation.

Complaints related to potential material defects will be handled in accordance with the Obligations Code and Consumer Protection Act, and under commercial warranty if it is found that the product has a material defect or is not suitable for regular use.

Complaints and return requests will not be approved in the following cases:

• If the product is visibly used, damaged, opened, or washed (for 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 not related to a production error.

Withdrawal from the purchase contract via the online store polleosport.si:

In accordance with 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 can be downloaded in the "Returns and Complaints" section of the General Terms and Conditions.

In certain cases, the customer does not have the right to unilaterally withdraw from the contract. Details are available in the General Terms and Conditions, under the "Returns and Complaints" section.

Return procedure for products purchased through polleosport.si:

• Return request – Please submit every return or complaint request through the app at: https://app.polleosport.si/vracila/. In case of a complaint, attaching clear photos of the issue and a description of the defect is mandatory.

• Return confirmation – After receiving your request, we will review your case and respond to the provided email address within 48 business hours.

• Packing – Once the return is confirmed, you must properly prepare the item(s) for shipping and include a copy of the original receipt. All items and packaging must be returned in their original condition. We recommend using the original Polleo Sport packaging.

• Shipping – In case of return due to incorrect size, send the invoice and item(s) to the warehouse address (see below). The package must be clearly marked with the label WEBSHOP-RETURN.

Return address:

Address in Slovenia:

Verification and confirmation of the return take place after the product is received at the Polleo Sport warehouse. The customer will be notified via email about the condition of the item and the refund process.

Please note that we are not responsible for products returned by mistake. If you would like us to return them to you, you will need to cover the shipping costs.

Refunds will be processed after confirmation of the returned item’s condition and will be transferred to the customer’s account based on the payment method selected when placing the order.

The refund can be expected within 3 to 12 business days after receiving the returned item, and no later than 14 days from receipt of the withdrawal notice.

You can track your return status in the app.

For additional questions, visit the Frequently Asked Questions section, write to us at shop@polleosport.si or call us at 068 671 428.