RETURN and REFUND
We do our best to serve our customers the best that we can. We will refund the money if you return the items for any reason, but the return will only be the cost of the product, not the shipping, except for factory faults or our errors.
Once you receive the package, open it carefully and check the condition of the material, as returns are not allowed once the item has been used even though there are defects that appear to be from the factory; Therefore, we recommend that the client review the material immediately after receiving it and before use.
It is VERY IMPORTANT to open the package with caution since it is possible to damage the fabric when opening it with a cutter or scissors, such cuts will not be considered factory defects and the money for the material or shipping will not be refunded. Therefore, the return of the material must include the packaging (bag or backpack) and the original shipping bag. Without these, we do not guarantee the refund, exchange, or substitution of the product in case of fabrics with cuts or similar failures due to incorrect opening.
If you change your mind, and do not want the product once the order has been placed and it has already been shipped, please contact us to arrange a collection or send the package by your own means, but we recommend not rejecting the package at the time of delivery if the box is not damaged. If at the time of delivery at home the recipient rejects the package, the money back is not guaranteed. And even in case of returning to origin, the return will be only partial since the courier company charges both the outbound and the return shipping.
If the box is damaged by the shipping company DON’T ACCEPT IT and communicate with us and the shipping company. We don’t guarantee the return or substitution if the material is damaged by the courier and you accept the package. If the product is damaged by the client while opening the box or bag we can not substitute it or refund the money.
You have 30 natural days from the order date to return the product and the items returned must be in their original and unused conditions. This means that can not smell different (smell of dirt, perfumes) or present hairs or others signals of having been used or washed. If the product was returned and does not respect the conditions, the refund of the money is not guaranteed, nor are shipping costs.
If the return is arranged by the customer, and the items are damaged or lost, the buyer will be responsible for such damage or loss and we will not be able to refund them. For lost packages, the Buyer must file a claim with the shipping company to recover the cost of the damage or loss of the package. We recommend sending returns with tracking.
The tones of the fabrics are the most accurate possible, however each tone can be seen slightly different depending on the device in which it is viewed and the level of brightness it has.
We recommend watching the videos where you can see the colors in more detail and if you have doubts about the tone you can consult us or watch them on a different device. We do not cover shipping costs in case of changes or returns due to tonal differences, although we are responsible for shipments if we have sent a different color than the order you made.
We tested the fabric for traction and plastic performance, but once is used it can not be returned.
An incorrect ringing can damage the fabric but also some drops and moves can bur the fabric creating holes, be aware of those movements, Aerial Living will not change material or refund material that was damage by using it. Even if the material is high quality, a burn will always damage the fabric.
Fabrics should be checked periodically for weakening and holes. At the time of inspection, check especially at the junction with the eight or beam where they are installed, as this is where the fabrics can suffer the most.
By installing the fabrics and accessories correctly, the chances of damaging the fabric are minimized, since the pressure on the fabric is distributed over a larger surface area.
By placing the fabric correctly on the large horned figure eight, the pressure is better distributed and the risk of friction is reduced. Compared to the simple eight, there is a larger contact surface and less risk of damaging the material.
For this reason, the fabric should never be hung directly to a hook or carabiner.
For classes and regular use with drops performances we recommend using the eight with horns correctly positioned or our Pro Kit, as it distributes the tensions better. Even so, the material should be checked periodically for possible tears.
We do not change the material for damage once it has been used, as there can be many factors that can damage a fabric, even if it is used correctly.
For example, certain drops can increase the risk of damage to the fabric, regardless of its resistance (which is tested regularly), but by friction that raises the temperature of the fabric.
Also the way the accessories are installed can affect the integrity of the fabrics.
However, no installation method guarantees 100 x 100 its integrity, so the material must be checked periodically and changed if there is any damage, just like any other material used for work at height or climbing.
Aerial Living is not responsible for human (of the buyer or another person) or material damage, even if the accident occurs using correctly the material.