You want to return an item? No problem.
You will find below the instructions on how to return your item(s).

Conditions for the refund of articles and postage

Please read carefully the following board and check the conditions that apply to your return.

Remember that you have up to 14 days to make your return.

Condition(s) of your item(s) Refund of the item Do I have to bear the postage myself?
1) Item is new and shows no signs of wear Yes Yes
2) Item is delivered damaged or the wrong item is delivered Yes No
3) Item has been used, but shows signs of abnormal defect Yes No
4) The item has been used and shows no signs of a defect, other than normal wear and tear No return possible No return possible

How do I proceed to return my order?

  • Item is new and shows no signs of wear:
  • Please before returning your parcel place a note onto the box stating your name and order number and ship the package back to this address:

    Sender:
    Your adress
    Order: XXXXXX
    21sportsgroup | Mysportgroup
    Halle Nr. 4
    Rudolf-Diesel-Straße 27-31
    68169 Mannheim
    Germany

    To download your return label:

    Click here


  • Item is delivered damaged or the wrong item is delivered:
  • Please send an e-mail with photos of the item(s) to service@vaola.co.uk. Follow the instruction carefully in order of your return to be processed without any delay. We have to inform you that we cannot accept items that were deliberately damaged or have been damaged due to improper use.

  • The item has been used and shows no signs of a defect, other than normal wear and tear:
  • We regret to inform you that we cannot accept returns of used items, since these items cannot be sold again.

Exchange

An exchange is not possible.


If you want to exchange an item, we ask you to place a new order and return the original one.

Complaint

The Complaint must contain the following elements:

  • At least two explicit pictures of the damage, short description of the damage
  • Order number in which you have ordered the item
  • Name of the article and, best case scenario, the item number

  • E-Mail: service@vaola.co.uk

    We then examine the right to complaint, identify the possible solutions (such as repair, replace, or refund) and will contact you ASAP.

    When will I receive my refund?

    We will send you an e-mail as soon as your return has arrived. The refund of your order will be emitted without any delay and within the legal time frame.

    If you have not received an e-mail from us, it means we have not received your package. We strongly advise you to send your package with track & trace, so you are always able to see where your package is at the moment.

    Should you have any questions about the whereabouts of your return, please do not hesitate to contact us via e-mail or phone.

    Do you have any questions?

    Then contact us by e-mail at service@vaola.co.uk or by phone from Monday – Friday between 09:00 and 17:00 at 00 49-30 347 434 079 – We look forward to hearing from you!