At Ucon Acrobatics, we want you to be completely satisfied with your purchase. We understand that sometimes, products may not meet your expectations, and that's why we have a flexible and transparent return policy in place. Our policy is designed to make returns as simple and straightforward as possible, ensuring your complete satisfaction with your purchase.
We aim to minimize our impact on the environment. If you have any uncertainty regarding size, color, or any other details, we encourage you to reach out to our customer service team. They will assist you in selecting the best option and help reduce the likelihood of returns, thus contributing to our efforts to prioritize the environment.
90-Day Return Policy
We offer a 90-day return policy for all products purchased directly from our website. This policy applies to all products, except for the exceptions listed below. If you bought an item from one of our authorized retailers, please contact them directly for their return policy.
To initiate a return, please contact our customer service team at hello@ucon-acrobatics.com including your order number. They will provide you with instructions on how to return the item.
Please note that you will be responsible for the cost of return shipping unless the item arrived damaged or defective. We strongly recommend keeping the tracking code provided by the courier because we are not responsible if the items never arrive at our warehouse.
Conditions for Returns
To be eligible for a return, the product must meet the following conditions:
- It must be in its original condition and packaging, with all tags and labels attached.
- It must not be used, washed, or altered in any way.
- It must be accompanied by the original delivery note or proof of purchase.
We reserve the right to refuse returns that do not meet these conditions and ship them back to you or partially refund the purchase if there is something missing from the original package.
Refunds
Once we receive and inspect the returned product, we will issue a refund to the original payment method within 14 business days. Please note that we cannot refund shipping costs.
Exchanges
If you received a damaged or defective product, we will gladly exchange it for a new one. Please contact our customer service team at hello@ucon-acrobatics.com to request an exchange and include the images of the damaged or defective item.
Cancellations
You may cancel your order after placing it. Please contact our customer service team right away at hello@ucon-acrobatics.com to request a cancellation. We cannot cancel an order once it has shipped, and we can't refund you the shipping costs if you inform us after your order has been dispatched. We normally ship the items every morning.
Damaged or defective products
If your product is damaged or defective upon arrival, please contact our customer service team within 3 days of receiving it. We will arrange for a replacement or refund, depending on the situation. Please do not return damaged or defective products without first contacting us.
Lost or stolen packages
If your package is lost or stolen in transit, please contact our customer service team at hello@ucon-acrobatics.com. We will work with you to locate your package or provide a replacement if necessary. It happens very rarely but we are in daily contact with the delivery companies so no panic. Your order is insured for a value up to 600 Euro, and we will ship you a new item.
Items not picked up at the parcel center
If we see that an item is stuck at the parcel center, we will contact you by email. Moreover, you will get a notification from UPS or DHL by email. If you don't respond to any of our emails and the item is shipped back to our warehouse, we will deduct shipping costs from the refund.
Return Shipping
If you are returning a product due to a change of mind, you will be responsible for the return shipping costs. However, if you are returning a damaged or defective product, we will cover the cost of return shipping.
Returns for customers in the UK
For customers in the UK, our return policy applies the same as the EU besides customs.
For orders above 159 euros, custom fees may be charged by your local customs office. Please note that these fees are not included in the purchase price and will not be refunded by Ucon Acrobatics in the event of a return.
Plus, if you receive the parcel and at one point you decide to ship it back because you don't like the item, you would need to pay the customs. We are not responsible for paying any customs fees for returns. If something is damaged or defective, we will not have it sent back from the UK.
