Cancellations, Returns, Refunds and Exchanges
- The Buyer can cancel the order prior to dispatch towards a full refund for the cancelled products. Should you cancel your order prior to dispatch we will issue a full refund within ten business days using the same means of payment that was used for the initial transaction. Shipping cost to the Buyer may not be part of the refund unless linked to a fault/defect claim.
- After the order has been despatched, the buyer has the right to withdraw from the contract within 14 calendar days counting from the day of receipt of the order, provided the items are still unused and in brand new condition.
- If the ordered goods were in any way „made to measure” or personalized / customized, we are unable to offer cancellation, return, exchange and/or refund.
- In order to proceed with cancellation and/or return, You should notify us as soon as possible by sending us an email to: office@shopollo.co.uk. In the email, please state your order date and number, your name and reason for return. In return, we will provide all necessary information, including shipping address. The return address is each time provided by Shopollo individually for each product due to the fact that the goods are sent from different warehouses and they must return to warehouses of origin. Please note the return address may be different than the company registered address.
- If you are in possession of the goods you are under the duty to retain them and take reasonable care of them. You must send the goods back at your own cost (unless we delivered the item to you in error or the item is damaged or defective or you receive a pre-paid return label from us) as soon as possible once you have cancelled the order.
- Returns should be made as soon as possible, but within 5 days of receiving all the necessary return information and authorization.
- Return postages are to be covered by the buyer (unless you receive a pre-paid return label from us). Buyer is responsible for securing the returned products against the transport damage. All returned goods are shipped at customer’s risk and remain their property until delivered back to the warehouse. The goods may be thoroughly checked on arrival.
- If the returned goods are found used, damaged or not in its original state, we reserve the right to not accept the cancellation and/or offer a refund.
- Refunds will be processed within ten business days using the same means of payment that was used for the initial transaction. Shipping costs are not refundable and will be deducted from any refund (if applicable).
- If your order qualified for the free shipping offer but you return part of it, then we reserve the right to deduct the shipping cost that would have been paid if only the returned product had been ordered.
- We will email you refund confirmation once it is done on our side, please note that we are not responsible for any delays in processing your refund due to circumstances beyond our control (payment gate provider delays, online banking unavailable, processing delays due to bank holidays etc).
- If you wish to exchange the purchased product before the order is shipped, please notify us as soon as possible about it by sending email to office@shopollo.co.uk. We will try to exchange it provided the requested product is in stock. If there is any price difference or change to shipping cost, we will notify you about the amount to be refunded by us or paid by you.
- If you wish to exchange order (or part of it) that has already been processed and shipped, please notify us as soon as possible about it by sending email to office@shopollo.co.uk. Such exchanges may be possible at our discretion. If we agree to it and the requested product(s) is in stock, we will provide you with all necessary information for sending the product(s) back including the amount that needs to be paid or refunded due to price difference. Return postages are to be covered by the buyer. Buyer is responsible for securing the returned products against the transport damage. All returned goods are shipped at customer’s risk and remain their property until delivered to us. The goods will be thoroughly checked on arrival to confirm they have not been used or damaged. Shipping cost of the exchanged product(s) are to be covered by the Buyer.