Returns & Complaints

How do I get a return label?

Would you like to return an item from your order and live in Germany? No problem! Simply create your return label by clicking the "Create DHL Return Label" button, securely pack the item, and attach the label to the package. You can then conveniently drop it off at any DHL parcel shop.

Return Conditions

You have the right to return unused and unwashed items (for sports equipment and accessories in unassembled condition) with original tags and preferably in the original packaging within 14 days of receipt.

Return of Food Products (such as drink powders, bars, gels, and similar items)

Please note that, in accordance with § 312g Para. 2 No. 2 of the German Civil Code (BGB), the right of withdrawal does not apply to perishable goods or sealed food products that cannot be returned for health or hygiene reasons once the seal has been removed. This applies to all food items, including drink powders, bars, gels, and similar products offered in our shop.

Unopened and sealed food items, however, may be returned within 14 days of receipt under the usual return conditions. Once the seal has been broken or the packaging opened, returns are no longer accepted. This policy is in place to ensure the integrity and quality of food products for our customers.

If you have any questions about returning food products, please contact our customer service team.

Free Returns for Orders Over 49 €

For orders within Germany, we offer one free return per order with a cart value of 49 € or more. If you paid for shipping on the original delivery, these costs will not be refunded in the case of a return, unless you received an incorrect or defective item.

Important Notes:

• If the total value of your order falls below 49 € after the return, we will charge the original shipping costs of 4.90 €.
• Discount promotions linked to a minimum order value will be void if your return brings the order value below this threshold.
• Please do not use the product's original box as the shipping box for the return to protect the item from damage. If you use the product’s packaging as the shipping carton, we will charge a fee of 6 €, as the item cannot be resold in its original condition.

Returns from Outside Germany

If you wish to make a return from a country other than Germany or prefer a different shipping provider, please send the package to the following address:

loveu Sports Solutions UG
Marcobrunnerstr. 1
65197 Wiesbaden
Germany

Note for Returns from Non-EU Countries:
Please include a copy of the invoice, mark the returned item, and clearly indicate that it is a return. Returns without an invoice or a return label may be subject to customs charges and may not be accepted.

Refund After Return

Once your return has been received and inspected, we will refund the purchase amount within a few days, but no later than 14 days, to the original payment method.

Note:
After the 14-day return period, we cannot accept returns for unwanted items. If you attempt to return an item after this period, we may send the item back to you and ask you to cover the shipping costs.

Defective Items

Did you receive a defective or faulty item? We apologize for the inconvenience. Such cases are rare. Please send the item back using the return label, or contact us by email if you have any questions about the return process. Our customer service team is here to assist you.