Returns & Complaints

1. Right of Withdrawal and Returns

1. Right of withdrawal: Under Austrian law, the customer has the right to withdraw from a distance contract within 14 days of receiving the goods without giving any reason.
2. Return procedure: To exercise the right of withdrawal, the customer should complete the withdrawal form (download here) and send the products to be returned at their own expense to the following address: My Solo OG, Stubenring 20/VI, 1010 Vienna, Austria. The goods should be returned undamaged, complete, in their original packaging and sealed (if applicable), but no later than 14 days after submitting the withdrawal declaration, which must be sent by email to office@mysolo.at.
3. Refund of costs: After receiving the returned goods, the shop will refund the costs as well as the initial shipping costs (if any) within 14 days from the receipt of the goods.

2. Complaints

1. Identification of defects: In the event of a defect, the customer has the right to file a complaint in accordance with Austrian consumer law.
2. Complaint procedure: The complaint should be submitted in writing (download here), describe the defect of the goods, and request repair, replacement with new goods, a price reduction, or a refund. The complaint should be sent to the following address: My Solo OG, Stubenring 20/VI, 1010 Vienna, Austria, or by email to office@mysolo.at.
3. Processing of complaints: The shop will examine the complaint without delay, but no later than within 14 days from the date of submission. A response to the complaint will be sent to the customer by email or by post.

3. Contact Information

Address for correspondence regarding returns and complaints: My Solo OG, Stubenring 20/VI, 1010 Vienna, Austria Contact phone number: +436643247301 Email address: office@mysolo.at

4. Final Provisions

This withdrawal and complaint policy is an integral part of the purchase contract concluded between the shop and the customer.