Complaints and returns
General information
This page governs the procedure for:
- voluntary exchange of items
- Cancellation of the contract and return of products purchased via distance selling
- Refund of payments made
- Complaints regarding breach of contract, defects or incorrect delivery
- Submission of written complaints
The online shop Symbol Shop serves the purpose of selling sports equipment and related products. The operator and seller is Lutrax Handel GmbH.
For all questions related to exchanges, returns or complaints, buyers can contact us using the following contact details:
E-Mail: info@symbolshop.at
Phone +43 660 5741969
Address for returns and complaints:
Lutrax Handel GmbH
Triesterstraße 210, 8073 Feldkirchen bei Graz
Austria
Exchange of items
Voluntary exchange of products
If the buyer wishes to exchange a purchased item for a different item after receiving the goods, they can contact the online shop's customer service on Symbol Shop mail
or by phone at:
+43 660 5741969
The request should include the following information:
- order number;
- Invoice number, if available
- Name or item number of the item to be exchanged
- Name, size, color or item number of the desired replacement item
After receiving the request Lutrax Handel GmbH will check the availability of the desired item and inform the buyer about the next steps
An exchange is only possible after prior consultation with customer service. Items ordered through the online shop cannot be exchanged independently without prior notice and confirmation from the seller.
Conditions for voluntary exchange
A voluntary exchange may be approved if the product:
- is returned in proper condition
- shows no signs of use beyond what is necessary for a usual inspection of the goods
- is returned with the corresponding packaging, labels and accessories, where applicable
- is accompanied by an invoice or another proof of purchase
The costs for the return shipment as part of a voluntary exchange shall be borne by the buyer, unless Lutrax Handel GmbH otherwise decides in individual cases.
If, after receipt of the return shipment, it is determined that the product is not in a condition suitable for exchange, Lutrax Handel GmbH may refuse the exchange and return the item to the buyer. The buyer will be informed of this in advance.
Note: The voluntary exchange of items does not limit the consumer’s statutory rights to withdraw from the contract, return the goods, or make a complaint due to defects or non-conformity.
Withdrawal from the Contract and Return of Products
Right of Withdrawal
A customer who is a consumer has the right to withdraw from a distance contract concluded through the website symbolshop.at within 14 days without giving any reason. 14 days ohne Angabe von Gründen vom im Fernabsatz über die Website symbolshop.at geschlossenen Vertrag zurückzutreten.
The 14-day withdrawal period begins:
- on the day on which the customer, or a third party designated by the customer who is not the carrier, takes possession of the goods;
- in the case of multiple goods ordered as part of a single order and delivered separately, on the day on which the last item is received;
- in the case of goods delivered in several partial shipments or pieces, on the day on which the final partial shipment or piece is received.
To exercise the right of withdrawal, the customer must inform Lutrax Handel GmbH of their decision to withdraw from the contract by means of a clear and unambiguous statement before the withdrawal period expires.
The statement may be sent by email to:
The customer may use a model withdrawal form if one is provided on the website. However, the use of such a form is not mandatory.
Content of the Withdrawal Statement
The withdrawal statement should contain the following information:
- customer’s first and last name;
- customer’s address;
- email address and/or telephone number;
- order number;
- name of the product being returned;
- date on which the goods were received;
- a clear statement that the customer is withdrawing from the contract.
Example statement:
“I hereby declare that I withdraw from the contract for the purchase of the following product: [product name], ordered on [order date] and received on [date of receipt].”
Lutrax Handel GmbH may confirm receipt of the withdrawal statement by email.
Returning the Goods Following Withdrawal
If the customer exercises the right of withdrawal, the goods must be returned without undue delay and no later than 14 days from the date on which the customer informed Lutrax Handel GmbH of the withdrawal from the contract.
The goods must be returned to:
Lutrax Handel GmbH
Triesterstraße 210, 8073 Feldkirchen bei Graz
Austria
The deadline is deemed to have been met if the customer sends the goods before the 14-day period expires.
The customer bears the direct cost of returning the goods unless Lutrax Handel GmbH expressly agrees to bear these costs or the customer was not properly informed of this obligation before the purchase.
Condition of the Goods upon Return
The customer is liable for any reduction in the value of the goods resulting from handling that was not necessary to establish the nature, characteristics and functioning of the goods.
This means that the customer may inspect the goods in the same way as would normally be permitted in a physical retail store. Any use beyond such inspection should be avoided.
It is recommended that the goods be returned:
- in the corresponding packaging;
- with labels, markings and accessories, where applicable;
- carefully packaged to prevent damage during transport.
If the customer’s handling of the goods results in a reduction in value, Lutrax Handel GmbH may reduce the reimbursement amount accordingly, to the extent permitted by law.
Reimbursement
If the customer validly withdraws from the contract, Lutrax Handel GmbH will reimburse all payments relating to the returned goods, including the cost of the least expensive standard delivery method offered.
Additional costs resulting from the customer’s choice of a delivery method other than the least expensive standard delivery method offered will not be reimbursed.
The reimbursement will be made without undue delay and no later than 14 days from the date on which Lutrax Handel GmbH was informed of the customer’s decision to withdraw from the contract.
In the case of sales contracts for goods, Lutrax Handel GmbH may withhold reimbursement until:
- the goods have been received back; or
- the customer has provided evidence that the goods have been returned,
whichever occurs first.
The reimbursement will be made using the same payment method used by the customer for the original transaction, unless the customer expressly agrees to another reimbursement method and does not incur any additional costs as a result.
Exceptions to the Right of Withdrawal
The right of withdrawal does not apply in cases where a statutory exception applies.
Where applicable, this may particularly concern:
- goods made to the customer’s specifications or clearly personalised;
- goods that are liable to deteriorate or expire rapidly;
- sealed goods that are not suitable for return for reasons of health protection or hygiene, where the seal has been removed after delivery;
- other cases in which the law provides for an exception to the right of withdrawal.
If a particular product is subject to a statutory exception from the right of withdrawal, this will, where possible, be stated in the product description or during the ordering process.
Complaints Concerning Defects or Non-Conformity
Customer’s Right to Submit a Complaint
If the delivered product is defective, does not conform to the contract or description, does not function properly, or if the wrong product has been delivered, the customer has the right to submit a complaint.
The customer’s statutory warranty rights remain unaffected.
For consumers, the statutory warranty provisions under Austrian law apply.
How to Submit a Complaint
A complaint may be submitted by email to:
or in writing to:
Lutrax Handel GmbH
Triesterstraße 210, 8073 Feldkirchen bei Graz
Austria
The complaint should contain the following information:
- customer’s first and last name;
- telephone number and/or email address;
- order number;
- invoice or other proof of purchase;
- product name;
- description of the defect identified;
- photographs of the defect, where available and helpful for processing the complaint.
After receiving the complaint, Lutrax Handel GmbH will inform the customer in writing about the next steps.
Customer’s Rights in the Event of a Justified Complaint
If the complaint is found to be justified, the customer is entitled to the remedies provided under the applicable statutory provisions.
Depending on the circumstances of the individual case, the customer may in particular be entitled to:
- repair or rectification of the goods;
- replacement of the goods;
- an appropriate price reduction;
- withdrawal from the contract and reimbursement of the amount paid, provided that the statutory requirements are met.
Repair or replacement will be carried out free of charge, within a reasonable period and without significant inconvenience to the consumer, in accordance with the applicable legal provisions.
If repair or replacement is impossible, is not carried out within a reasonable period, or would cause significant inconvenience to the consumer, the customer may, depending on the circumstances, be entitled to a price reduction or withdrawal from the contract.
Costs in the Event of a Justified Complaint
If the complaint is justified, Lutrax Handel GmbH will bear the necessary costs associated with returning the defective or incorrectly delivered product and, where applicable, the costs of delivering a replacement product.
Complaints Concerning Damaged Shipments
Customers are advised to inspect the external condition of the package upon receipt.
If the package is visibly damaged, the customer is advised to:
- photograph the damage;
- inform the delivery person directly at the time of delivery, where possible;
- report the damage by email to info@symbolshop.at as soon as possible
If, after opening the shipment, the customer discovers that the product was damaged during transport, they should contact Lutrax Handel GmbH without delay and provide photographs of both the packaging and the product so that the matter can be processed as efficiently as possible.
Limitations on Complaints
A complaint does not cover defects or damage caused by:
- improper use of the product;
- use of the product contrary to its intended purpose or the manufacturer’s instructions;
- mechanical or physical damage occurring after the goods were handed over to the customer;
- improper care or maintenance;
- force majeure;
- natural wear and tear resulting from normal use.
If the customer was expressly informed of a particular defect at the time of purchase, for example in the case of a product clearly marked as damaged or sold at a reduced price due to a specific defect, no complaint may be made in relation to that previously disclosed defect.
Written Complaints
The customer may submit a written complaint relating to a purchase, product, return, product complaint or the exercise of consumer rights by email to:
or by post to:
Lutrax Handel GmbH
Triesterstraße 210, 8073 Feldkirchen bei Graz
Austria
Lutrax Handel GmbH will respond to written complaints in writing within a reasonable period.
Contact
For all questions concerning exchanges, returns, withdrawal from the contract or complaints, you may contact us using the following details:
Online-Shop: Symbol Shop
Seller: Lutrax Handel GmbH
E-Mail: info@symbolshop.at
Phone +43 660 5741969
Address: Triesterstraße 210, 8073 Feldkirchen bei Graz, Österreich
Company Register Number: 678345t
EUID: ATBRA.678345-000
Amendments to These Provisions
Lutrax Handel GmbH reserves the right to amend this document at any time, particularly in the event of changes to statutory provisions, business processes or the handling of returns and complaints.
All amendments will be published on the website symbolshop.at and will enter into force on the date of publication unless otherwise stated.and will enter into force on the date of publication unless otherwise stated.