Returns and Refund

RETURNS AND REFUND INFORMATION

- 14 days, no reason given, easy return

- Free return shipping for defective or incorrect products, regardless of size.

- Product exchange or refund in 14 days

- 24-months warranty on all products

My package does not match the order:

If, after opening the package, it is found that the content does not correspond to the order, please contact us by e-mail aerialsilks.eu@gmail.com, send us a photo of the product you received and the order number. We will send you the correct products as soon as possible.

The exchange of a product that was sent to you by mistake takes place in the 1: 1 system.

Examples:

You ordered a 90 cm aerial hoop, you received a 80 cm aerial hoop. We replace the lyra with a suitable one (90cm), we cover the shipping costs.

You ordered a 6m hammock, you received a 7m hammock. We exchange for a 6m long hammock, we cover the shipping costs.

You ordered a 7m hammock, you received a 6m hammock, but you want to replace it with a 5m hammock - in this case, follow the returns procedure (14 days, no reason given).

If you want to exchange a 7m hammock for a 6m hammock, we do not refund the difference in the price of the hammock. You can use the returns procedure and order the corresponding product in a new order.

You ordered a 7m cherry hammock, you received a 7m pink hammock. We exchange for a cherry - color hammock with a length of 7 meters.

STANDARD REPLACE PROCEDURE

We are helpful and follow the Distance Selling guidelines

Please contact us before you returning a product. Thanks to this, the replacing or refunding will be faster. Before you send the product, we will determine the details of the procedure based on the information and photos.

What we need to replace or refund an item:

Covering letter with your name, address where we will deliver the replacing product, order number, please write the reason for replace, email and phone number

What we ask You to do:

Prepare a pack
The package with the statement and the returned product (s) must also include all accessories received with them and a receipt or invoice.
Pack the product and send it by Post Office /shipping company to our address on Your cost
Please keep the proof of postage with you until you get confirmation from us that the pack was delivered.
Make sure the package is properly packed.
The package has a long way to go, so please ensure that it is safely packed.
Take a photo of the package before shipping, so that you have a proof of what it looked like before it starts its journey.
Find out about the possibility of insuring the package for an amount equal to the price of the product.

Next steps:

When the product come back to us, we check everything and process the refund / exchange as agreed.
If we have questions, we will contact you via the order details.
Replacement can take up to 14 days, but we try to proceed as fast as possible, so we count on your understanding and patience.

Our address:

AerialSilks.eu

Taniec w Powietrzu

Krzemieniecka 2 street

Code: 94-030

City: Łódź

Country: Poland

If you order a product from outside the product catalog (e.g. an aerial silks with a length different than in the store), we do not accept returns; (we inform you about it before carrying out such an order). The return of such goods is possible only if the product has design defects, about which we did not inform you before the purchase.

Only CLEAN products are accepted for complaints and exchanges!

You can replace the product at the same or higher price.

if you are exchanging for a more expensive product, we will replace it after paying the difference in price

UNWANTED GOODS

You have a 14 days, no reason given return policy which means you can return any item within 30 days of receiving it for any reason. All we ask is that the item (s) are in "as new" condition and complete with all packaging and components.

Provided the products are "as new", a refund will be initiated within 14 days of receipt and we will replace or refund the full value of the items.

The cost of return shipment is on your side.

The refund will be made using the same payments as you used for the purchase of the purchase, unless you need to agree otherwise.

We will not make a refund until we receive back the product.

You are only liable for any diminished value of the goods resulting from the handling other than what is necessary to establish the nature, characteristics and functioning of the goods.

You may be requested to cover the cost of reducing the value of returned products if this is due to use other than checking the characteristics and functionality of the goods.

If the product was used repeatedly - you have to take into account additional costs. The full amount can be refunded only if the equipment is unused.

You do not have the right to withdraw from the contract in the cases specified in art. 38 of the Act on Consumer Rights, i.e. in particular when the subject of the contract is a product manufactured as a customized order, not available for regular sale.

NOT PERFECT PRODUCTS

All products are warranted for 12 months.

Sometimes, however, errors do occur in the production. All products are checked and prepared by hand, but we may not notice something. If your product is damaged, please contact us to discuss the problem

I have an incorrect product, what next?

Depending on the nature of the problem, we may or may not ask you to return the item. If necessary, we will cover all return shipping costs. Replacement - exchange or refund – all together we will find a solution for you.

If the defect arises as a result of incorrect use of the product by the customer, we have the right to consider the complaint negative.

If the complaint is accepted, we will send a new product or a refund, depending on what is indicated on the form. Only in this case we cover / reimburse the costs of delivery of the advertised goods and we pay for the shipment of the goods without defects.

If the complaint is rejected, we send the product back to you. You pay the delivery costs.