Return & Refund Policy

1. Return Period (90 Days)

We offer an industry-leading 90-day return policy. You have a full 90 days from the date you receive your order to request a return—no rush, no pressure.

The 90-day period starts from the date of delivery, not the date of purchase. So even if there are shipping delays, you still get the full 90 days once your package arrives.

2. Return Conditions

To be eligible for a return and refund, your item must meet the following conditions:

• In the same condition you received it
• Unworn or unused (no visible signs of use)
• With original tags attached
• In the original packaging
• Accompanied by the receipt or proof of purchase

Why These Conditions?

These requirements help us ensure that products can be resold in new condition and maintain quality standards for all customers. We appreciate your understanding!

3. How to Start a Return

Returning your items is quick and easy. Follow these simple steps:

1. Visit our return portal
   Go to account.elevaterope.com to create your return label.
2. Enter your order details
   Provide your order number and the email address used for your purchase.
3. Select items to return
   Choose which items you'd like to return and the reason for your return.
4. Print your return label
   Once your return is approved, you'll receive a return shipping label via email.
5. Pack and ship
   Securely pack your items in the original packaging, attach the return label, and drop off at your nearest carrier location.

Can't Access the Portal?

No problem! If you have trouble with the return portal, simply email us at support@elevaterope.com with your order number, and we'll help you process your return manually.

4. 90-Day Product Warranty

In addition to our 90-day return policy, all Elevate Rope products are covered by our 90-Day Product Warranty against manufacturing defects.

What's Covered?

If your jump rope breaks or becomes defective within 90 days of delivery due to a manufacturing defect, we will provide a FREE replacement at no cost to you, including free shipping.

Manufacturing Defects Include:

• Rope fraying or breaking under normal use
• Handle defects (cracks, breaks, or malfunctions)
• Bearing failures
• Material defects present at time of delivery
• Workmanship issues (stitching, assembly, components)

What's NOT Covered?

The warranty does not cover:

• Normal wear and tear from regular use
• Damage from misuse, abuse, or improper use
• Accidental damage (drops, impacts, crushing)
• Cosmetic damage that doesn't affect performance
• Damage from failure to follow product instructions
• Modifications or alterations made by the customer

How to Make a Warranty Claim

1. Contact us within 90 days
   Email support@elevaterope.com with photos of the defect and your order number.
2. We'll review your claim
   Our team will evaluate the photos and confirm whether the issue is covered under warranty (usually within 24 hours).
3. Get your free replacement
   If approved, we'll immediately ship a replacement product at no charge, including free shipping.

No need to return the defective product unless we specifically request it. In most cases, you can keep or dispose of the defective item.

5. Damaged, Defective, or Incorrect Items

We take great care in packing and shipping your order, but occasionally things can go wrong during transit.

If You Receive a Damaged or Defective Item:

1. Inspect your order immediately upon delivery
2. Take photos of the damage or defect
3. Contact us right away at support@elevaterope.com
4. Include: Your order number, photos, and description of the issue

Shipping Damage

If your package arrives damaged or shows signs of mishandling during shipping, please:

• Take photos of the damaged packaging
• Document the condition of the product inside
• Contact us immediately so we can file a claim with the carrier

We'll send a replacement right away while we handle the carrier claim on our end.

6. Items That Cannot Be Returned

While we accept most returns within 90 days, certain items cannot be returned for hygiene, safety, or legal reasons:

• Perishable goods (e.g., food, flowers, plants)
• Custom or personalized products (e.g., engraved items, special orders)
• Personal care goods (e.g., beauty products, hygiene items)
• Hazardous materials, flammable liquids, or gases
• Final sale items (marked as "Final Sale" at time of purchase)
• Gift cards
• Downloadable digital products

7. Exchanges

At this time, we do not offer direct product exchanges.

How to Get a Different Item:

The fastest way to get what you want is to:

1. Return your original item using our return process
2. Wait for your refund to be processed (typically within 10 business days)
3. Place a new order for the item you prefer

Why Not Direct Exchanges?

This approach ensures you receive your refund quickly and gives you the flexibility to order exactly what you want, when you want it. Plus, you can take advantage of any current promotions or sales when placing your new order!

Want a Different Color or Style?

If you simply want a different color or variation of the same product, you don't need to wait for your refund—you can place the new order immediately and return the original item separately.

8. European Union - 14-Day Right of Withdrawal

If your order is shipped to a location within the European Union, you have additional rights under EU consumer protection law.

Your EU Rights

Under the EU Consumer Rights Directive, you have the right to cancel or return your order within 14 days of delivery for any reason and without justification.

EU Return Conditions

To exercise your EU right of withdrawal, returned items must:

• Be unused, unworn, and in original condition
• Have all original tags attached
• Be in original packaging
• Include proof of purchase

EU Return Costs

Under EU law, you are responsible for the direct cost of returning the goods unless we have agreed to bear this cost or failed to inform you that you must bear it.

For voluntary returns (non-defective items), return shipping costs are your responsibility. For defective or incorrectly shipped items, we cover all return shipping costs.

Exercising Your EU Rights

To exercise your right of withdrawal, please:

1. Contact us at support@elevaterope.com
2. Clearly state your decision to withdraw from the contract
3. Follow our return process outlined above

You may use our standard return form or send your own unambiguous statement of withdrawal.

9. Refund Process & Timeline

Once we receive your return, we'll inspect it and process your refund as quickly as possible.

Step-by-Step Refund Process

1. Return Received

When your return arrives at our warehouse, you'll receive an email confirmation that we've received it.

2. Inspection

We'll inspect your return to ensure it meets the return conditions (unused, original packaging, tags attached). This typically takes 1-2 business days.

3. Approval & Notification

Once approved, we'll send you an email notification confirming that your refund has been processed.

4. Refund Issued

Your refund will be automatically processed to your original payment method within 10 business days of receiving your return.

5. Bank Processing

After we process your refund, please allow an additional 3-5 business days for your bank or credit card provider to post the refund to your account.

Refund Amount

Your refund will include:

• Full product price paid
• Original shipping costs (if the return is due to our error or a defect)

Return shipping costs are not refunded for voluntary returns (non-defective items).

What If My Refund Is Delayed?

If more than 15 business days have passed since your return was approved and you still haven't received your refund:

1. Check your bank account or credit card statement again
2. Contact your bank or credit card provider (processing can sometimes take additional time)
3. If you still don't see the refund, contact us at:
   • Email: support@elevaterope.com
   • Phone: +31 6 12593028 (Mon-Fri: 9:00 AM - 5:00 PM CET)

We'll investigate and resolve any refund delays immediately.

Partial Returns

If you're returning only some items from a multi-item order, you'll receive a partial refund for the returned items only. The refund amount will be prorated accordingly.

10. Return Shipping Costs

Who Pays for Return Shipping?

Return Shipping Methods

When you create a return label through our portal, you'll receive a prepaid return label. Simply print it, attach it to your package, and drop it off at the designated carrier.

If you're responsible for return shipping costs, the cost will be deducted from your refund.

International Returns

For international orders, return shipping can be more expensive. Please contact us at support@elevaterope.com before returning an international order so we can provide the most cost-effective return method.

11. Questions About Returns?

We're here to help make your return as smooth as possible. If you have any questions or concerns, don't hesitate to reach out!