Refunds policy
Refunds policy
Deadline: You can return your items within 14 days of receipt.
Return Shipping Costs: You bear the direct costs of returning the goods.
Important Note on Pods: For hygienic reasons, we can only accept returns for pods if the pod packaging is unopened and in its original condition. Already opened pod packs are excluded from refunds. All other products (e.g., bottles) can be returned even if they have been used or tested.
Return process
DE, AT, NL, FR, IT, UK
To withdraw from the contract and start your return, head to our Returns Page.
Switzerland
Please send the parcel using a shipping service of your choice to the following address:
air up GmbH
c/o Fiege Logistik (Schweiz) AG
Schützenmattstrasse 71
8180 Bülach
Other Countries
Please send the parcel using a shipping service of your choice to the following address:
Kuehne + Nagel Logistics B.V.
Warehouse 5
Kennedylaan 20
5466AA Veghel
Netherlands
Select which items you would like to return.
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.
Drop your package at the local post. Please note that the shipping label is only valid for 30 days.
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.
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.
Right of Withdrawal
You have the right to withdraw from this contract within fourteen (14) days without giving any reason. The withdrawal period expires 14 days from the day on which you, or a third party named by you (other than the carrier), receive the goods.
To exercise your right, you must inform us (air up GmbH, Friedenstrasse 22a, 81671 Munich, Germany; alex@air-up.com) of your decision. You may also submit your statement via our chat or our Return Page (where available). You can also use the withdrawal form for this, although it is not mandatory. If you use these options, we will promptly send you an acknowledgment of receipt via email.
To meet the deadline, it is sufficient to send your communication before the withdrawal period expires.
Note on Pods: All products (except pods) can be returned regardless of use. Due to hygiene reasons, pods can only be returned or refunded if the pod packaging remains completely unopened and in its original condition.
Consequences of Withdrawal
If you withdraw from this contract, we will refund all payments received from you, including standard delivery costs (excluding extra charges if you chose a premium delivery method), without undue delay and no later than fourteen (14) days from the day we receive your withdrawal notice. We will use the same payment method as the original transaction; you will not incur any fees for this refund. We may withhold the refund until we receive the goods back or you provide proof of return, whichever is earlier.
You must send back the goods without undue delay and no later than fourteen (14) days from the day you notify us of your withdrawal to: Kuehne + Nagel Logistics B.V. Warehouse 5, Kennedylaan 20 5466AA Veghel The deadline is met if you send back the goods before the 14-day period expires. You bear the direct costs of returning the goods. You are only liable for any diminished value of the goods resulting from handling other than what is necessary to establish their nature, characteristics, and functioning.*