Return & Warranty Policy
At Profi-Pole, each product is made and checked with great care before shipping. We always provide detailed photo and video documentation to confirm that your order is fully functional and in perfect condition before dispatch.
Custom-Made Products
Most of our items — including aerial equipment, circus props, poles, hoops, chandeliers, and other performance apparatus — are custom-made to order according to individual specifications.
For this reason, returns or exchanges are not accepted for any custom-made or made-to-order products once production has started or the item has been shipped.
This includes (but is not limited to):
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Aerial hoops, poles, aerial chandeliers, cubes, Fly Poles, and Chinese Poles;
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Equipment made to specific dimensions, colors, or configurations.
Eligible Returns
Only standard rigging hardware and accessories (such as carabiners, swivels, slings, and ceiling mounts) may be returned within 14 days of receipt, provided they are unused, in original packaging, and in resellable condition.
Return shipping costs are covered by the customer.
Damaged During Transport
We carefully inspect and pack every product before shipping, but we cannot be held responsible for damage caused by postal or courier services.
Responsibility for filing a transport damage claim lies with the recipient.
All parcels are insured, and we provide photo proof of the item’s condition prior to shipment to support your claim with the carrier.
Warranty & Repairs
If warranty service or repair is required, the shipping costs (both ways) are the responsibility of the customer.
We are always open to communication and will do our best to assist you, but please note that we do not cover transport expenses.
Shipping Locations
Some products are shipped directly from Ukraine, while others may be dispatched from Poland.
Before sending any item back, please contact us first to confirm the correct return address and further instructions.
Legal Information
We are an international company with production based in Ukraine, therefore certain parts of the European Consumer Rights Directive 2011/83/EU do not apply to us, specifically:
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Article 6 – obligations regarding pre-contract information (due to the international nature of our business);
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Articles 9–16 – the right to withdraw from a contract without giving a reason for goods made to order.
Returns of non-defective goods are not accepted for custom-made products.
If an exception is approved by the seller, the cost of international shipping from Ukraine to the Czech Republic will be deducted from the refund amount, and the return shipping costs to our Czech address are covered by the buyer.
Communication
We value open and respectful communication.
If you have any concerns about your order, please contact us first — we are always ready to help and find a fair solution.