§ 1 Scope

For the business relationship between Polestore owner Isabella Casensky (hereinafter Polestore) and the customer, the following general terms and conditions apply exclusively in the version valid at the time of the order. By placing your order, you agree to these terms and conditions and are bound by them. Should individual provisions of these GTC be wholly or partially invalid due to mandatory statutory provisions (in particular the provisions of the KSchG), the remaining provisions of these GTC shall remain effective.

§ 2 Conclusion of contract

Your order constitutes an offer to us to conclude a sales contract. When you place an order with Polestore, we will send you an e-mail confirming that we have received your order and listing its details (order confirmation). This order confirmation is not an acceptance of your offer, but is only intended to inform you that we have received your order. The purchase contract only comes into being when we send the ordered product to you and confirm the shipment with a second e-mail (shipping confirmation). No sales contract is concluded for products that are not listed in this shipping confirmation.

§ 3 Return

Right of withdrawal

If you want to return or exchange an item, that's no problem!

You can withdraw from the purchase or exchange one or more items within 14 days of receipt of your order without giving a reason. However, the items must be in perfect and resalable condition, complete and returned in the original packaging. You can of course try them and see if you feel comfortable with them. In the case of damaged goods or goods with signs of use, however, we charge an appropriate fee for the depreciation.

There is no right of withdrawal for sound or video recordings such as CDs, DVDs, etc., as well as for computer software that are delivered in a sealed package if the goods have been unsealed after delivery. Books, magazines and all grip materials that are no longer sealed are also excluded from return.

For a return, please simply fill out the pink return slip that was in your package and put it with your return. Then simply send the package to us. You have to pay the return costs.

ATTENTION: For customers from Austria, the return is free of charge. Please use the enclosed return label for this.

Stage poles are excluded from free return shipping. The return shipping is to be paid for here as well as the renewed shipping.

Our address is:

pole store
Isabella Casensky
Hahngasse 17/4
1090 Vienna

You basically have three options:

  • You want to withdraw from the purchase of this/these item(s). As soon as we have received the package, we will transfer the value of the goods to the account you specified.
  • You would like to exchange this/these items for one or more others (different size, model, colour, ...). As soon as we receive your package, we will send you the new item(s). Of course, you do not have to pay these repeated shipping costs.
  • Would you like a voucher for your next purchase from us? As soon as your return has arrived and been processed, you will receive a voucher for the value of the goods at the e-mail address you provided

Simply mark which option you choose on the pink return slip. Everything is then explained again.

    The right of cancellation does not apply to long-distance contracts

    • for the delivery of goods that are manufactured according to customer specifications or are clearly tailored to personal needs or that are not suitable for return due to their nature or can spoil quickly or whose expiry date has passed or were ordered by us from a manufacturer specifically at the customer's request
    • for the delivery of audio or video recordings or software, provided that the data carriers delivered have been unsealed by the consumer or
    • for the delivery of newspapers, periodicals and magazines

    Sample cancellation form

    § 4 Delivery

    Delivery will be made from the Polestore warehouse to the delivery address you provide. On the website you will find information on the availability of products (e.g. on the respective product detail page). All information on the availability, shipping or delivery of a product is estimated information and does not represent binding or guaranteed shipping or delivery dates. If Polestore determines during the processing of your order that the products you have ordered are not available, you will be informed separately by e -Mail informed. If Polestore is unable to deliver the ordered goods through no fault of its own because Polestore's supplier does not fulfill its contractual obligations, Polestore is entitled to withdraw from the purchaser. In this case you will be informed immediately that the ordered product is not available. The legal rights of the customer remain unaffected.

    If a delivery is not possible because you cannot be found at the delivery address you specified, although you were informed of the delivery time within a reasonable period of time, or you do not have a suitable ceiling or floor, or you have not given your address correctly or sufficiently completely, you bear the costs for the unsuccessful delivery and return delivery.

    If you have selected "Pick up in store" as the shipping option, the ordered items must be picked up within the next 2 working days. If this is not the case, your order will be automatically cancelled.

    § 5 Payment

    Payment must be made in euros. You can pay the purchase price by credit card, PayPal, bank transfer or Maestro.

    § 6 Warranty

    The warranty is based on the statutory Provisions (24 months from receipt of goods). From 6 months after purchase, the burden of proof changes and you must be able to prove that the product was already damaged at the time of purchase. If an exchange or an improvement is out of the question (not possible, too much effort, unreasonable, delay), then you are entitled to a price reduction or, if the defect is not minor, cancellation of the contract (rescission). Compensation for (defect) consequential damage, as well as other property damage, financial loss and damage to third parties against the customer, unless it is a consumer transaction, is excluded. If you want to report a complaint, please document the damage with photos and videos and send them to Further steps will then be discussed separately.

    § 8 Prices

    All prices include the respective applicable value added tax, excluding all expenses incurred with shipping. Should export or import duties become due in the course of shipping, these will be borne by the customer.

    § 9 Retention of title

    The delivered goods remain the property of Polestore until full payment has been made.

    Section 10 Compensation for Damages

    Polestore is only liable for damage in the event of intent and gross negligence, with the exception of damage to persons. The existence of slight or gross negligence, unless it is a consumer transaction, has to be proven by the injured party. Compensation for (defect) consequential damage and pure financial losses is excluded from entrepreneurs.

    § 11 Data protection

    Polestore employees are bound by the confidentiality obligations of the Data Protection Act. The customer data specified in the contract will be stored and processed for the purposes of our accounting and customer records. The data is used to comply with legal regulations and to process payment transactions. Customer data will not be passed on to third parties unless this is absolutely necessary for the execution of the contract. Contract partners of Polestore have been instructed about these data protection regulations and are obliged to do so.

    § 12 Jurisdiction

    Austrian substantive law shall apply to this contract, excluding the UN Sales Convention. If the contractual partner is a consumer, the mandatory provisions of the law of the state in which he has his habitual residence shall also apply to this contract. The competent court at the registered office of Polestore shall have exclusive jurisdiction for any disputes. If the customer is a consumer within the meaning of the KSchG, the jurisdiction of the court in whose district the domicile, habitual residence or place of employment of the customer is located is deemed to be justified. Place of jurisdiction and place of fulfillment of the contract is the registered office of Polestore.

    As of January 2020