To avoid returns, our customer service team will be happy to help you with any questions you may have about size, color or product details before you make your purchase.

Exchanges 

We do not offer exchanges. If you do not like the product and would like to replace it with another one, please contact our customer service team to return the product and place a new order in our online shop. 

Returns

You are welcome to return products within 90 days under the following conditions:    

• The product is new and unused. 
• The product is in its original packaging. 
• The product still has all its labels.

Please note that you are responsible for the cost of the return shipment.

To arrange a return, please contact our customer service team, quoting your order number.

IMPORTANT: Returns to our office in Berlin cannot be processed. Please only send returns if they have been registered with customer service in advance.

Refunds

Refunds will be processed within 7-10 working days after receipt and inspection of the package using the original payment method. Please note that we cannot refund shipping costs.

Returns from non-EU countries (Switzerland and the United Kingdom)

For customers from non-EU countries, the same return conditions apply as in the EU, with the exception of customs duties.

For orders from non-EU countries, customs duties may be levied by your local customs office (United Kingdom: for orders over £159). Please note that these costs are not included in the purchase price and will not be refunded by Ucon Acrobatics in the event of a return.

IMPORTANT: Please note that incorrectly declared shipments may be held by customs and additional processing costs may apply. Ucon Acrobatics cannot arrange for collection from customs or cover any costs that may be incurred.

Damaged or defective products

If your product is damaged or defective upon arrival, please contact our customer service within 3 days of receipt. Depending on the situation, we will arrange a discount, replacement or refund. 

IMPORTANT: Please do not return damaged or defective products to us without contacting us first. Thank you! 

Undelivered or lost parcels

The shipping provider and we will contact you if your parcel is forwarded to a parcel station or post office. If you do not collect the parcel and it is returned to us, we will deduct the shipping costs from the refund.

If your parcel is lost or stolen during shipping, please contact our customer service team. We will help you locate your parcel or, if necessary, provide a replacement parcel or initiate a refund.

Liability

For some countries, we offer a return label for a fee. If you decide to organize the return yourself with a shipping provider of your choice, we strongly recommend that you send the parcel insured. Keep the shipping receipt with the tracking number until you have received your refund. We cannot accept liability for lost goods.