Refund Policy


You have the right to return the entire order or part of it without having to inform us of the reason for which you wish to return the products, within 14 calendar days from the date you receive it.

You are obliged to send the product in the same condition as you received it, without the packaging being violated and confirming that the product’s special markings have not been removed. In addition, you must include the retail sales receipt and a note informing us that you wish to return the money or replacement. The return will only be accepted upon approval by the company.

Changes or returns are not accepted for the following products:

  • Products from the store are custom-made to order for each customer personally in their own dimensions.
  • Products that are available upon request from abroad are special orders and are not returnable.
  • Digital downloads

Also, for safety reasons, acrobatics equipment is not returnable, namely:

  • Pole Stages
  • Pole sets + extensions
  • Aerial Acrobatics Equipment and Accessories

Please note that this list is not exhaustive.

The “cooling off” period expires 14 days after the day you received your goods. If the cooling-off period expires on a non-working day, your deadline is extended till the next working day.

To complete your return, we require a receipt or proof of purchase. You must tell us that you want to cancel the purchase. It is not enough to just send the goods back. You can inform us and send back the goods at the same time, for example, by adding a written statement with the goods that you are returning by post, or by sending an e-mail at

You must send the unused goods back within 14 days of informing us. You have to pay the costs of returning the goods.

There are certain situations where only partial refunds are granted:

  • Book with obvious signs of use
  • Any item not in its original condition, is damaged or missing parts for reasons not due to our error
  • Any item that is returned more than 14 days after delivery

All complaints concerning courier services must be directed to the customer service of the specific carrier. However, Vertical Wise offers its help in complaint making.


Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 14 days of receipt of your cancellation. This refund will include any shipping charges you paid when you made your purchase.

Sale items 

Only regular-priced items may be refunded, unfortunately, sale items cannot be refunded.


We only replace items if they are defective or damaged. If you need to exchange it for the same product, send us an email at and send your item to:

Vertical Wise
10-12 Victoria Square
Athens Greece 10434

You will be responsible for paying for your own shipping costs for returning your item.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item over 75 euros, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.