Returns and complaints

Dear customers,

In order to facilitate the entire process of returns or complaints for both you and us, please follow the procedure below after receiving defective, unsuitable, or incorrectly delivered products.

The return period is 14 (fourteen) days from the day the goods were delivered to the customer or a third party designated by the customer, other than the carrier, provided the following conditions are met:

Return Conditions:

1. You must have the original invoice.

2. The original packaging must not be damaged.

3. Food products must not be opened or used. The packaging, labels, and accompanying declarations must be correct and undamaged.

4. Clothing and footwear must be clean, unworn, and unwashed, with all relevant original labels. Exchange of socks and underwear is not possible for hygiene reasons.

5. Smartwatches and electronic devices must not be used, must have undamaged packaging, contain everything included with the device, and have all relevant declarations.

6. Fitness equipment must be unused, have undamaged packaging, and have all relevant declarations.

Loyalty members have an extended return period for items in the "Clothing and footwear" category of 30 (thirty) days.

Complaints (due to a defective or damaged item) are approved within the warranty period if the item is faulty, meaning the item cannot be used for its intended purpose.

We cannot approve returns or complaints if the item is visibly used, opened, or washed (clothing and footwear), visibly damaged, and it is not a factory defect, but the damage occurred due to customer negligence, prolonged use, or incorrect maintenance.

We would like to inform you that we do not take responsibility for items returned damaged. If you want us to resend these items, you will bear the shipping costs yourself.

If you purchase goods at Polleo Sport stores, you do not have the right to return goods (for a refund) based on EU rules, unless the product is defective. However, if the goods are technically sound and meet all the specified return conditions, we can approve a replacement for another product of equal or higher value with an additional payment.

Return process for items purchased through the online store polleosport.si

1. Return request - Report any returns or complaints through the application at the following link: http://polleosport.si/vracila. 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 confirmation – 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 the return – 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.

Return address is:

Polleo Sport Warehouse
Samoborska cesta 134
10090 Zagreb

You can also deliver to our store in Ljubljana, where our colleagues will then forward the package to our warehouse in Zagreb:


Polleo Sport Megastore

BTC Francoska ulica 7, Hala 3

1000 Ljubljana

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.

Refund of the purchase price can be expected within 3 to 12 working days after receiving the returned goods at the POLLEO ADRIA (Polleo Sport) warehouse.

When the return of the item is approved, the customer can track the status of their return in the application.

For additional questions, read the Frequently Asked Questions, contact us at shop@polleosport.si, or contact us by phone (068 671 428).

Return process for items purchased at Polleo Sport stores:

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.

4. Our sales consultants will inspect the goods, and if there are valid reasons, they will confirm the return, exchange, or complaint (see "Return Conditions").

5. We replace the item or refund the paid amount immediately after confirming the return/complaint in the store, depending on the payment method used at the time of purchase.

*DOA (Dead On Arrival) devices must be returned to the store within 7 days of the date of purchase. The seller accepts the defective device in its original packaging, undamaged, with all the accessories provided at the time of purchase. When returning the product, the customer must attach the purchase receipt (invoice).

The following applies only to the Polleo Sport online store:

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 download the standard form with information for unilateral termination of the contract in the " Shopping Conditions " section.

In exceptional circumstances, the user does not have the right to unilateral termination of the contract, details of which can be found in the " Shopping Conditions " section.