Return and Refund Policy
We strive to provide excellent customer service. We will offer a full refund for returned items (excluding original shipping costs) if the return is due to factory defects or our errors. However, for returns due to other reasons, we cannot refund shipping costs.
Upon receiving your package, please open it carefully and inspect the material for any defects. We cannot accept returns for used items, even if the defect appears to be from the factory. Therefore, we strongly recommend that you review the material immediately upon receipt and before using it.
It is very important to open the package with caution. Using a cutter or scissors can damage the fabric. These cuts will not be considered factory defects, and we will not refund the cost of the material or shipping in such cases. The return of the material must include the original packaging (bag or backpack) and the original shipping bag. We cannot guarantee a refund, exchange, or replacement for fabrics with cuts or similar damage caused by improper opening.
If you change your mind after placing an order and the item has already shipped, please contact us to arrange a return or send the package back by your own means. We recommend not rejecting the package upon delivery if the box is undamaged. If you reject the delivery, a full refund is not guaranteed. Additionally, the return shipping cost will be deducted from any refund provided, as the courier charges both outbound and return shipping.
If the box is damaged during shipping, DO NOT ACCEPT IT. Contact us and the shipping company immediately. We cannot guarantee a return or replacement if the material is damaged by the courier and you accept the package. We also cannot replace or refund damaged material if it is damaged by the customer while opening the box or bag.
You have 30 calendar days from the order date to return the product. Returned items must be in their original, unused condition. This means they cannot have any odors (dirt, perfume), contain hair, or show other signs of use or washing. If a returned product does not meet these conditions, we cannot guarantee a refund, and shipping costs will not be refunded.
If you arrange the return yourself and the items are damaged or lost, you will be responsible for such damage or loss, and we will not be able to refund them. For lost packages, you must file a claim with the shipping company to recover the cost of the damage or loss. We recommend sending returns with tracking.
The colors of the fabrics are represented as accurately as possible. However, the exact shade may vary slightly depending on the device you are using to view them and its brightness settings.
We recommend watching the videos where you can see the colors in more detail. If you have any doubts about the tone, you can consult us or view them on a different device. We do not cover shipping costs for exchanges or returns due to tonal differences; however, we are responsible for shipments if we sent you a different color than the one you ordered.
We test our fabrics for strength and performance, but once used, they cannot be returned.
Improper rigging can damage the fabric, and some drops and movements can create holes. Be aware of these movements. Aerial Living will not replace or refund material that is damaged through use. Even high-quality materials can be damaged by burns.
Fabrics should be checked periodically for weakening and holes. Pay particular attention to the areas where the fabric connects to the figure-eight or beam during inspection, as these are the areas that experience the most stress.
Proper installation of fabrics and accessories minimizes the chance of damage by distributing the pressure over a larger area.
Positioning the fabric correctly on the large horned figure-eight distributes the pressure better and reduces the risk of friction. Compared to the simple figure-eight, there is a larger contact surface and less risk of damaging the material.
For this reason, the fabric should never be hung directly on a carabiner or hook.
For classes and regular use with drops, we recommend using a correctly positioned figure-eight with horns or our Pro Kit, as these distribute tension more evenly. Even so, the material should still be checked periodically for possible tears.
We do not replace material that is damaged after use, 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 tested strength, due to the friction that raises the temperature of the fabric. Additionally, the way the accessories are installed can affect the integrity of the fabrics.
However, no installation method can guarantee 100% safety. Therefore, the material must be checked periodically and replaced if there is any damage, just like any other material used for work at height or climbing.
