Returns and Complaints

Dear customers,

In order to simplify the entire process of returns or complaints for both you and us, please follow the procedure outlined below after receiving faulty, incorrect, or wrongly delivered items.

Exchanges for items purchased via the web shop are not possible. If you wish to exchange an item purchased online, you must return the item and place a new order.

If you purchase goods in Polleo Sport stores, you are not entitled to return the goods (for a refund) based on the right to unilateral termination, unless the product is defective. However, if the item is technically correct and meets all the listed return conditions, we may approve an exchange for another product of the same or higher value with an additional payment.

Conditions for returning products purchased in physical stores:

The deadline for exchanging products purchased in physical stores is 30 (thirty) days from the date of purchase.

Conditions for exercising the right to replacement:

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

• All products must be in their original packaging, which must not be damaged.

• Food products must be undamaged, unopened, unused, with intact and legible packaging, label, and accompanying declaration.

• Clothing and footwear must be clean, unworn, and unwashed, with all original tags and declarations. For hygiene reasons, exchanges for socks and underwear are not possible.

• Smartwatches and electronic devices must be unused, in undamaged original packaging, with all accessories and documentation provided with the device.

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

Complaints related to material defects of products will be resolved in accordance with the Civil Obligations Act and the Consumer Protection Act, as well as under commercial warranty if it is determined that the product has a material defect or cannot be used for its intended purpose.

Complaints and return requests will not be approved in cases where the above conditions are not met, especially:

• If the product has clearly been used, damaged, opened, or washed (in the case of clothing and footwear);

• If the damage is not due to a manufacturing defect but is a result of improper handling, prolonged use, inadequate maintenance, or other causes not related to manufacturing defects.

Termination of the purchase agreement via the Online Shop polleosport.hr:

In accordance with the Consumer Protection Act, you are entitled to unilaterally terminate the contract without giving a reason within 14 days from the date of product delivery.

You can download the standard information form for unilateral termination of the contract in the  Terms of Purchase  section under "Returns and Complaints".

In exceptional cases, the User is not entitled to unilaterally terminate the contract. You can find details in the  Terms of Purchase  under the "Returns and Complaints" section.

Return procedure for items purchased via the Online Shop  polleosport.hr:

1. Return request - Please notify us of any return or complaint via the application at:  http://polleosport.hr/povrati. For complaints, you must attach relevant photos of the item showing the issue and a description of the damage.

2. Return confirmation – After receiving your return request, we will review it and contact you at the provided email address within 48 hours (including business days).

3. Packaging for return – Once the return is confirmed and approved, you need to prepare the item(s) for return and shipping, including a copy of the original receipt. All packages must be secure for transport, i.e., all products and their packaging must be returned in their original condition. We recommend using the Polleo Sport box in which your ordered goods were delivered.

4. Shipping – In case of return due to incorrect size, send the receipt and item(s) to our warehouse address below. Please clearly label the package with WEBSHOP-RETURN so that our warehouse staff know exactly what to do with the package and can inform us when it arrives.

Return address:

Return inspection and confirmation is carried out once the item is received at the Polleo Sport warehouse. The correct condition of the item and the execution of the refund will be confirmed to the customer via email. 

Please note that we do not take responsibility for items returned by mistake. If you want these items sent back to you, the shipping cost will be at your own expense.

Refunds are processed once the returned item is confirmed to be in proper condition, and funds are returned to the customer's account depending on the payment method used during the order.

You can expect the refund to be executed within 3 to 12 working days after the returned goods are received at the POLLEO ADRIA (Polleo Sport) warehouse, and in any case, within 14 days of the termination notice.

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

If you have any additional questions, please read the  Frequently Asked Questions, contact us at  shop@polleosport.hr  or call us at (0800 200 167).