Returns & refunds

Right of withdrawal

These rights apply to eligible consumer distance purchases. Your unpaid order summary is not proof of payment; contact us with the order number if you wish to cancel an order before dispatch.

Consumers generally have 14 days to withdraw without giving a reason, beginning when they or a person nominated by them (other than the carrier) receive the goods. For one order delivered in separate parts, the period generally begins on receipt of the last item or part. Sending a clear withdrawal statement before the deadline is sufficient.

How to notify us

Email [email protected], use the contact form, or write to Acros Sport GmbH, Benzstr. 58, 71272 Renningen, Germany. Include your name, contact details and enough information to identify the purchase. You do not have to use a particular form or provide a reason.

Optional withdrawal statement

To Acros Sport GmbH, Benzstr. 58, 71272 Renningen, Germany, [email protected]: I hereby give notice that I withdraw from my contract of sale of the following goods. Please specify the goods, the date ordered or received, your name and address, and the date of this notice. Add your signature only if submitting this statement on paper.

Returning goods and return costs

Send back or hand over the goods without undue delay and no later than 14 days after notifying us. Contact us promptly for return instructions; do not assume that the registered office is the parcel return location. Requesting instructions does not extend statutory deadlines or make withdrawal subject to our approval.

You bear the direct return cost only if this was disclosed before the contract was concluded. Otherwise the seller bears that cost. For goods that cannot normally be returned by post, the applicable return costs must be explained before purchase. Costs required to remedy non-conforming goods are borne by the seller.

Refunds

We reimburse payments received, including the cost of the least expensive standard delivery option offered, without undue delay and no later than 14 days after receiving your withdrawal notice. Additional costs for an upgraded delivery option need not be reimbursed. We may withhold reimbursement until we receive the goods or evidence that you sent them back, whichever occurs first, unless we offered to collect them.

Refunds use the original payment method unless you expressly agree otherwise, without a reimbursement fee. You may inspect goods as you would in a shop; liability for diminished value caused by handling beyond what is necessary applies only under the statutory conditions.

Statutory exceptions

Exceptions exist under consumer law, for example for goods made to a consumer's specifications or clearly personalised. A hygiene exception applies only to sealed goods genuinely unsuitable for return for health or hygiene reasons and unsealed after delivery. Ordinary sports or outdoor equipment is not automatically excluded. Any applicable exception must be disclosed before purchase.

Faulty or non-conforming goods

The withdrawal period does not limit your separate statutory conformity rights. Contact us with the problem and requested remedy. The seller's responsibility generally covers non-conformity apparent within two years of delivery; remedies include repair or replacement and, where the law permits, a price reduction or withdrawal. We respond to consumer complaints within 14 days. See our Terms & conditions.

Further information: European Consumer Centre Germany.