Right of withdrawal

You have the right to withdraw from the contract within fourteen days without giving any reason. The withdrawal period lasts fourteen (14) days from when you or a third party appointed by you, who is not the carrier, have received the goods.

In order to exercise your right of withdrawal, you must inform us (air up GmbH, Friedenstrasse 22a, 81671 Munich, Germany; email: alex@air-up.com) of your decision to withdraw from this contract by means of a clear declaration (e.g., via a letter sent by post, via email).

You can also submit your clear declaration via our Contact Form or use our Returns page (Returns page is only available for specific countries, stated below). If you make use of these options, we will immediately send you a confirmation of receipt of such a withdrawal (e.g. by email). If it is available in your country, the easiest and our preferred way to return your products is to follow the steps on our Return Page, because this both returns the products and notifies us of your desire to withdraw from the contract in one go.

For your withdrawal statement, you might use our Return Form sample, linked below, but this is not mandatory. To meet the withdrawal deadline, it is sufficient to send your notification of exercising your right of cancellation before the withdrawal period expires. See more country specific information at the ‘Return process’ Section. All products, except pods, can be returned within this period regardless if they have been used or not.

Returning pods is only possible if the products are in their original condition and the pod packaging has not been opened. For hygiene reasons, we do not accept exchanges of already opened pod packs. If the pod packaging is already opened, we cannot refund the purchase amount.

Return process:

For France, Italy, Germany, Belgium, Netherlands:

1. To withdraw from the contract and start your return, head to our Returns Page.

2. Select which items you would like to return.

3. If you make use of our Returns Page, you will automatically receive an email with shipping label and packing slip. Print them and put a packing slip in the package and attach the shipping label to the outside of the package.

4. Drop your package at the local post. Please note that the shipping label is only valid for 30 days.

5. As soon as we have received your return, and we have processed it, you will receive an automatic notification by email. The (partial) amount you have paid will also be credited to you using the payment method used for your original purchase. This can take up to 14 working days.

6. If you have not received a confirmation email from us after 14 working days, please contact us so that we can help you as soon as possible.

For Switzerland :

1. Notify us about your withdrawal, in the form of clear statement, via our Contact Form OR via letter sent by post to the following address (air up GmbH c/o Fiege Logistik (Schweiz) AG Schützenmattstrasse 71 8180 Bülach) OR email (alex@air-up.com).

2. For your withdrawal statement, you might use our Return Form sample, linked below, but this is not mandatory.

3. Enclose the items in a cardboard box.

4. Send the package with a shipping service of your choice to the following address: air up GmbH c/o Fiege Logistik (Schweiz) AG Schützenmattstrasse 71 8180 Bülach.

For other countries:

1. Notify us about your withdrawal, in the form of clear statement, via our Contact Form OR via letter sent by post to the following address (Kuehne + Nagel (AG & Co.) KG , - Zweigniederlassung Haiger - Lager Air Up - Hansastraße 10 - 35708 Haiger, Germany) OR email (alex@air-up.com).

2. For your withdrawal statement, you might use our Return Form sample, linked below, but this is not mandatory.

3. Enclose the items in a cardboard box.

4. Send the package with a shipping service of your choice to the following address:  Kuehne + Nagel (AG & Co.) KG, Zweigniederlassung Haiger, Lager Air Up, Hansastraße 10, 35708 Haiger, Germany.

Consequences of withdrawal: 

You must return the items without undue delay to the following address (Kuehne + Nagel (AG & Co.) KG, Zweigniederlassung Haiger, Lager Air Up, Hansastraße 10, 35708 Haiger, Germany // for Swiss customers to the following address: air up GmbH c/o Fiege Logistik (Schweiz) AG Schützenmattstrasse 71 8180 Bülach), and in any case no later than fourteen (14) days from when you notified us that you wish to withdraw from the contract. The deadline is met if you return the goods within the fourteen (14) days allowed.

You are responsible for the direct costs of returning the goods.

You will only be charged for any loss in value of the goods where this is due to the goods being handled in a manner which is not necessary for checking their condition, properties and operation.

Should you withdraw from the contract, we are obliged to refund any payments we have received from you, including any delivery charges (except for extra charges resulting from the fact that you chose a delivery option other than the lowest-cost standard delivery we offer), without undue delay and no later than fourteen (14) days from when we receive notice that you are withdrawing from the contract. We will use the same means of payment for this refund as you used for the original transaction, unless expressly agreed otherwise; in no event will you be charged for this refund. We may withhold your refund until we have received the goods back or until you have provided proof that you have returned the goods, whichever is sooner.

Sample Return Form

You can use the templates below if you wish to withdraw from the contract and send it to us via our Contact Form, via post or via email. 

Return Form (English version): LINK

Return Form (German version): LINK

In case you have further questions, check out our Help Page.