Complaints, Product Defects and Right of Withdrawal

CHECKING THE GOODS UPON DELIVERY

Upon receiving your shipment, we recommend checking that the packaging is intact and that the correct number of packages has been delivered. If the shipment is visibly damaged upon delivery, we recommend documenting the damage with the carrier and contacting us as soon as possible.

After receiving the goods, we also recommend checking the delivered products, their quantity and specifications. If you discover any problem, please contact us as soon as possible so that we can begin resolving it.

PRODUCT COMPLAINTS

If you discover a defect in the delivered goods, please contact us and describe the problem.

To help us identify and assess your complaint more quickly, we recommend providing:

the order or invoice number,

a description of the defect,

the number of products affected,

photographs showing the defect.

Depending on the nature of the complaint, we may ask you to send the affected product to us for inspection. Please do not return goods to us cash on delivery.

Providing the affected product may be necessary to assess the nature of the defect and determine how it can be remedied. In some cases, a preliminary assessment may also be possible based on photographs or other supporting information. If inspection of the product is necessary to assess the complaint, the customer is required to provide the necessary cooperation.

HANDLING COMPLAINTS

We assess each complaint individually according to the nature of the reported defect and in accordance with applicable legislation.

If a complaint is justified, the method of resolution will depend on the nature of the defect and the customer’s applicable rights. Depending on the circumstances, this may include remedying the defect, supplying a new product, providing an appropriate price reduction or refunding the purchase price, provided that the relevant legal requirements are met.

For consumers, complaints, including the remedy of the defect, will be handled and the consumer informed of the outcome as soon as possible, but no later than 30 days from the date the complaint is submitted, unless a longer period has been agreed with the consumer.

If the product must be provided for inspection or remedy of the defect, the customer is required to provide the necessary cooperation.

For customers who are not consumers, complaints are handled in accordance with applicable legislation and the agreed terms and conditions. The statutory 30-day consumer complaint period does not automatically apply to B2B transactions.

WHAT IS NOT COVERED BY A COMPLAINT

Rights arising from defective performance do not apply in particular to defects or damage that occur after the goods have been received as a result of:

normal wear and tear corresponding to the manner and duration of use,

incorrect or inappropriate use of the product,

failure to follow washing and care instructions,

mechanical damage,

improper storage,

use of the product in conditions for which it was not designed.

Sportswear made from fine performance fabrics may, for example, be mechanically damaged or snagged through contact with Velcro fasteners, sharp edges, rough surfaces, wooden benches, backpack straps or other objects that may damage the structure of the fabric.

Such mechanical damage does not in itself constitute a manufacturing defect.

Recommended washing, drying and care instructions for our products can be found in the Care and Washing of Sports Jerseys section.

COLOUR VARIATIONS

When graphic designs are displayed on a monitor, smartphone or other electronic device, there may be differences between the colour shown on screen and the actual printed colour. Colour reproduction varies between displays, so an on-screen image cannot be considered an exact colour reference.

For repeat orders, we make every effort to achieve the closest possible colour match with previous production. However, due to the nature of textile production, the materials used and the production process, minor colour variations may occur between individual production batches.

CUSTOM PRODUCTION AND RIGHT OF WITHDRAWAL

All ALISY SPORT products are custom-made according to the customer’s requirements. Products are manufactured to the specific requirements of each order, for example with a custom design, selected colour scheme, club or company logos, sponsor logos, numbers, names or other individual elements.

For goods made to the consumer’s specifications or personalised to meet their individual requirements, the consumer’s right to withdraw from the contract within 14 days without giving a reason does not apply, provided that the conditions of the statutory exception for such custom-made or personalised goods are met.

This limitation applies only to the right of withdrawal without giving a reason. The customer’s statutory rights relating to defective goods and the right to make a complaint about a defective product remain unaffected.

HOW TO CONTACT US ABOUT A COMPLAINT

If you wish to make a complaint, please contact us using our contact details and provide the information necessary to identify the order and the reported defect.

Where possible, please also include photographs showing the defect. Based on the information provided, we will advise you on the next steps and, where necessary, how to send or otherwise provide the affected product for inspection.