Returns

Changed your mind? You may notify us that you wish to return an item bought online, without giving a reason, within 14 calendar days after receiving it. Separate rights for faulty, damaged or incorrect goods are not limited by this change-of-mind period.

How to submit a return

1. Open Order tracking.

2. Enter the order number and the email address used for the order.

3. Choose every item and quantity you want to return.

4. Choose whether you want a QO prepaid return label or will arrange shipping yourself.

5. After submitting the request, check your email for confirmation and the exact shipping instructions.

Customer self-service accepts one return request per order, so include all items you wish to return in that request. If you made a mistake or later discovered a fault, email info@qo-sport.com.

Return approval

If you arrange shipping yourself, the request is approved automatically and return information is emailed immediately. If you choose a QO prepaid label, the request is approved automatically once the label is generated successfully. If generation fails, the request is held for our review and we will contact you.

Sending the return and its cost

Send the goods no later than 14 days after notifying us of withdrawal. Keep the shipment receipt or tracking number until the return is completed.

The buyer pays the direct return cost for conforming goods:

• QO prepaid label: choose any Omniva or LP Express parcel locker shown in the return form. The choice is independent of the original delivery carrier or method. The exact label price is shown in the form and deducted from the refund.

• Self-arranged shipping: choose and pay the carrier yourself. The confirmation email supplies the current QO parcel-locker and contact information.

Do not send goods to the company's registered address or an arbitrary locker without receiving the specific return instructions. QO bears reasonable return costs for faulty, damaged or incorrect goods.

Condition of goods

You may inspect and try on an item as you would in a physical shop. Return it clean, not worn for training or daily activity, unwashed, without odour, cosmetics, deodorant or other marks, with tags intact and, where possible, in the original packaging.

The absence of original packaging does not by itself remove the right of withdrawal, but the buyer is responsible for diminished value caused by handling beyond what is necessary to establish the nature, characteristics and functioning of the goods.

Refunds

After receiving and inspecting the goods, we refund the amount due through the original payment method unless another method is agreed or the original method cannot technically receive a refund. In that case, we will securely request the recipient name and IBAN.

The portion paid with a gift coupon is restored to that same coupon. If a prepaid label was selected, its price is deducted from the refund.

If goods were bought at a set price, it applies while you keep both parts. If only one part is returned, the kept item is recalculated at its standalone order price and the set discount that no longer applies is deducted from the refund. The return form shows this adjustment and the estimated refundable amount as you choose the goods.

For withdrawal from the entire distance contract, the refundable amount, including the least expensive standard outbound delivery charge, is reimbursed no later than 14 days after notice. We may withhold reimbursement until we receive the goods or evidence that they were sent. For a partial return, the original delivery charge is normally not refunded.

Changing size or colour

We do not currently process direct exchanges. Return the unsuitable item and place a new order for the required size or colour; this prevents the new item from being held while the original travels back.

Faulty, damaged or incorrect goods

Email info@qo-sport.com with the order number, a description of the issue and, where possible, photographs. Statutory guarantees and remedies for non-conforming goods are not limited by the 14-day change-of-mind period. We will arrange a free return and an appropriate remedy.

Need help?

Email info@qo-sport.com and include the order number so we can assist more quickly.