Returns and Complaints

Dear customers,

In order to simplify the entire process of returns or complaints for both you and us, we kindly ask you to follow the procedure outlined below after receiving defective, inappropriate, or incorrectly delivered items.

Exchanges for items purchased through 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) under EU regulations, unless the product is faulty. However, if the goods are technically correct and meet all the stated conditions for return, we can approve an exchange for another product of the same or greater value, with an additional payment.

The return period is 30 (thirty) days from the day the customer or a third party designated by the customer, who is not the carrier, takes possession of the item, provided the following conditions are met:

Return conditions:

1. You must have the original receipt.

2. The original packaging and wrapping must not be damaged.

3. Food items must not be opened or used, and the packaging, labels, and accompanying declaration must be intact and undamaged.

4. Clothing and footwear must be clean, unworn, and unwashed, and must have all the accompanying original declarations. Due to hygiene reasons, socks and underwear cannot be exchanged.

5. Smartwatches and electronic devices must not be used, the box must be undamaged, contain everything that came with the device, and have all the accompanying declarations.

6. Fitness equipment must be unused, the box must be undamaged, and it must have all the accompanying declarations.

Loyalty members have an extended return period of 100 (one hundred) days for items in the "Clothing and Footwear" categories.

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

We cannot approve a return or complaint if the item has been visibly used, opened, or washed (clothing and footwear), or if it is visibly damaged due to customer negligence, prolonged use, or improper maintenance.

We would like to remind you that we do not take responsibility for items you return by mistake. If you wish to have these items sent back to you, you will bear the shipping costs.

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

1. Return request – Please announce every return or complaint through the application at the following link: http://polleosport.hr/povrati. In the case of complaints, be sure to attach relevant photos of the item you are complaining about, showing the visible problem and a description of the damage.

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

3. Return packaging – Once the return has been confirmed and approved, you need to prepare the item(s) for return and send them along with a copy of the original receipt. All shipments must be secure for transport, i.e., all products and their packaging/wrapping must be returned in their original condition. We suggest using the Polleo Sport box in which your ordered goods were delivered.

4. Shipping – In case of a return due to an incorrect size, send us the receipt and item(s) to the address of our warehouse, which is listed below. Please mark the package visibly with WEBSHOP-RETURN so that the warehouse staff knows exactly what to do with the package and can notify us promptly when the package arrives.

The return address is:

Return inspection and confirmation are carried out immediately after the item is returned to the Polleo Sport warehouse. The proper condition of the item and the execution of the refund are confirmed to the customer via email. 

The refund is processed after confirming the proper condition of the returned item, and the funds are returned to the customer's account depending on the payment method used during the order.

You can expect the refund to be processed within 3 to 12 business days from the receipt of the returned goods at the POLLEO ADRIA (Polleo Sport) warehouse.

Once the return is approved, you can track the status of your return in the application.

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

The following applies only to the Polleo Sport web shop:

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

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

In exceptional circumstances, the User does not have the right to unilaterally terminate the Contract, and the details can be found in the Terms of Purchase under the "Returns and Complaints" section.