Customer Care

For any questions, or further information, feel free to contact us around the clock via email, at customercare.eu@acon24.com. We respond to all received emails within 24 hours. Our customer service is open during normal business hours (9-17, GMT/UTC +2).

Netherlands (telephone support in English):	+31 85 2088 234
France:	+33 184 888 762
The United Kingdom (telephone support in English):	+44 203 695 3575
Germany (telephone support in English):	+49 302 084 7588
Denmark (telephone support in English):	+45 898 841 50

If you wish to contact ACON Finland (www.acon.fi), ACON Sweden (www.acon24.se) or ACON USA (us.acon24.com) – please visit the aforementioned sites. In case you are interested in becoming a distributor for the ACON Wave-products, please contact ACON EU staff at customercare.eu@acon24.com.

Shipping

In-stock products ordered from www.acon24.com will ship within 24-48 business hours. Please note we do not deliver partial deliveries. If your order includes pre-order products, your whole order will be shipped once the pre-order products are in stock.

Shipping usually takes 2–7 business days with lighter packages and 3-10 business days for heavy shipments. Shipping times may vary depending on your location. Your shipment can be tracked online by the tracking number once it has left our warehouse. The shipping confirmation includes all necessary information on how to track the progress of your shipment. In most cases, large products come on the pallet and the customer is responsible of the proper disposal of the pallet. Lighter packages will be delivered to a pick-up point.

Additional costs may incur if you live on a small street/island/other special area. In such cases, the delivery company will need to transfer your order to a smaller truck for delivery or otherwise make special arrangements for delivery. If you know that large delivery trucks cannot reach your street (a problem in some cities and rural areas), you must let us know before placing your order so that we can inform the delivery company.

When the products ordered by the customer arrive at the delivery address, they are dropped off and the customer has to take them from there to their final location. The carrier is not obligated to take them inside, for example. In the case of big items that are heavy to handle, we recommend that the customer has assistance available at the time of delivery to move the items to their final location.

Delivery is during the business hours. If a transport company stores a package or tries to deliver an order without success, it may incur additional costs for the customer to pay. Also if customer chooses to delay the delivery, it will occur costs for customer to pay.

Please note there maybe additional delays during busy seasons, such as Black Friday and Christmas. National Holidays may also cause delays. Please note that while we strive to ensure timely deliveries, there may be circumstances beyond our control that affect shipment schedules. We are not responsible for delays caused by factors outside of our control, such as national strikes, transportation issues, or other unforeseen events.

Important UK shipping information

There will not be any additional import costs or tariffs for customers ordering to the UK. All costs associated with your order will be displayed at checkout.Shipments to the UK may experience longer than regular shipping times due to Brexit. Depending on the customs, shipping generally takes 5-10 business days for lighter packages and 11-18 business days for heavy shipments. We strive to dispatch orders as soon as possible, but new legislation and processes at customs may cause delays to deliveries. Every UK order will be processed in compliance with the current import regulations, which may delay the time of delivery to your address. We apologize for the possible inconveniences this may cause.

Shipping to regions within the EU

We ship to Austria, Belgium, Bulgaria, Croatia, Cyprus, Czechia, Denmark, Estonia, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain and the United Kingdom.

Shipping costs are determined by the weight of your order and destination. Shipping costs to countries within the EU follow the table below. Precise shipping costs for your order are updated in the checkout before making the payment.

Weight of order shipping costs

0kg – 5kg, 9€
5kg – 30kg, 29€
30kg, +49€

Notice that orders to regions such as North America, Sweden, Finland, Germany and France can be done through their respective webstores: us.acon24.com, acon24.se, acon.fi, de.acon24.com and fr.acon24.com.

Shipping to regions outside the EU

We ship all around the globe, so no matter where you’re located, our products will always be available. This includes all products available online, as well as others – such as less common spare parts – which are only available by request.

ORDERING TO SWITZERLAND: For larger packages, we use DHL’s Freight-service. Containers going to Switzerland dispatch once a week - usually on Fridays - and therefore, our delivery times depend widely on when the order is placed. Generally, consignments take 5-14 business days to reach its destination. Delivery costs can be inquired from customer service. To order, please contact our EU Customer Support via email: customercare.eu@acon24.com. Be sure to share your address and phone number for the delivery, and let us know which products you’d be interested in ordering.

The payment of Switzerland orders is handled manually due to the VAT procedures. The payments for manually handled orders have to be made via bank transfer (PDF invoice, payment before delivery). As the products will be shipped to destinations outside the EU the invoice does not include VAT – you’ll be responsible for paying your local VAT and possible customs fees and taxes at import.

FOR NORWEGIAN CUSTOMERS: instead of contacting our EU customer support, please direct your messages to our Swedish customer support at customercare.se@acon24.com for further information.

SHIPPING TO LOCATIONS OUTSIDE EUROPE (not incl. Switzerland and Norway): To order our products to regions other than the EU, please contact our customer service. As such shipments require some extra attention in customs handling, we process these manually.

We will take care of everything; from dispatch to customs handling and delivery. These orders are processed “case-by-case”. What this means, is that we calculate the shipping costs for each specific destination individually. Depending on the location, your package may be shipped by DHL, UPS or PostNord.

The payments for manually handled orders have to be made via bank transfer (PDF invoice, payment before delivery). As the products will be shipped to destinations outside the EU the invoice does not include VAT – you’ll be responsible for paying your local VAT and possible customs fees and taxes at import. For orders shipped outside of Europe, customers are responsible for delivery costs associated with claim parts as well as return costs.

So, without further ado, take a stroll down the shopping avenues of www.acon24.com, and once you’ve made your pick, send us an email at customercare.eu@acon24.com to place the order. In order to proceed with ordering, we’ll be needing your full name, address, phone number and email. Do not hesitate to contact us if something remains unclear!

Receiving

Many of our products are heavy. Products are well packaged and are usually delivered without any damage to the content. However, if your shipment has - for some reason - suffered damage during transit, we would prefer that you accept the delivery of your shipment and contact us immediately (customercare.eu@acon24.com) with your concerns. This way we will be able to replace any damaged or missing parts as soon as possible. We will work with you in finding a solution to the situation.

Upon receiving of your product - before assembly and / or use - please make sure that shipment contains all the products and parts that you have ordered. To do this, you can compare the content of your shipment to the parts list in the assembly instructions. If any products or parts are missing, or if you received an incorrect item, please contact us immediately so we can address these issues promptly.

Payments

Currently we use third party payment processors PayPal and Stripe for your payment. Stripe and PayPal provide a seamless and secure way of transferring funds online.

If you have a PayPal account you can pay using PayPal. When selecting PayPal as a payment method you will be redirected to PayPal to confirm your payment before your order is accepted. PayPal’s privacy policy can be found here.

In terms of payments through Stripe, Stripe processes your complete payment information in accordance with Stripe’s privacy policy.

Both Stripe and Paypal are PCI DSS (Payment Card Industry Data Security Standards) compliance. PCI DSS requirements help to ensure the secure handling of credit card information by our website and its service providers. If you have questions, feel free to contact our customer service.

Warranty

We provide a warranty for most of our products. The warranty may be for one (1) to ten (10) years, depending on the product. The warranty period and any more detailed warranty specifications can be found in the product specs of the product in question in our online store.

The products we sell are warranted against manufacturing defects in materials and workmanship under normal residential use and usage conditions by the original end user/consumer. The warranty covers private use unless a warranty for public use is stated separately. The warranty period starts from the shipping date. If you receive a product with a defective part, please make sure you contact our customer service right away.

If you have any questions regarding our warranty policy or your receipt has been lost, please contact our customer service by email at customercare.eu@acon24.com.

While the warranty covers manufacturing defects in materials and workmanship, it does not cover damages caused by:

wind, lightning, flooding, natural disasters, or any other weather-related events;
accidental or purposeful burns, cuts, punctures, snags or other vandalism;
abuse, misuse, and improper or abnormal usage;
failure to follow directions, improper installation, improper maintenance, installation or use of incompatible accessories or parts, alteration or attachments to equipment other than ACON’s products that are intended for use with the product;
Commercial or rental use;
Any other cause not arising from defects in material and workmanship.

Normal wear & tear and weathering is to be expected, and as such cosmetic issues such as fading and UV deterioration, surface rust and scratches, and other issues such as normal stretching of materials over time are not manufacturing defects in materials.

In the case of a warranty claim, we will repair or replace damaged part(s) or component(s) which suffered from manufacturing defect. Please contact our customer service by email at customercare.eu@acon24.com to file a claim. When filing a claim, please provide your order number, a description of use and issue as well as pictures so our team may evaluate the cause and come to a proper resolution. For orders shipped outside of Europe (excluding Switzerland and Norway) and to countries/regions within the EU that require special shipping arrangements (such as Islands), customers are responsible for the delivery costs of claim parts as well as return costs.

Returns

Our goal is to ensure your satisfaction for our products and peace of mind purchasing them. If for some reason you decide to return a product you purchased, you have to contact us within 14 days of receiving the product.

We want to ensure a smooth return process experience. If you need to return an item, you must receive a Return Merchandise Authorization (RMA) Number from us. To receive an RMA number please email us at customercare.eu@acon24.com. Our customer service department will send you the RMA number and return instructions.

Only returns with valid RMA may qualify for refunds. The return receipt/code given by the transport company must be saved. For refunds, all returned items must be in new, never assembled, unused, resalable condition, and in the original box and packaging. We may ask that you send us pictures of the product and/or box before we will accept the return.

UK, Norway and Switzerland returns: If the return is of no fault to ACON, the return shipping cost and original customs fees will be your responsibility along with at least a 10% restocking fee depending on the condition the product arrives back in. Please note that if the shipping of the original order was free of charge due to a discount or campaign, the value of the original shipping costs will still be withheld in the case of a return.

EU return: Returned items are subject to 10% restocking fee. When you request return authorization, we will calculate and inform you of the restocking fee and advice you with your return. Shipping costs will be withheld to cover return costs in addition to restocking fee. Please note that if the shipping of the original order was free of charge due to a discount or campaign, the value of the original shipping costs will still be withheld in the case of a return.

Provided that the returned items meet the above conditions, we will process your refund promptly. Should there be any issues with condition of the returned items, we will contact you.

If you are located outside of EU, please email us at customercare.eu@acon24.com. For orders shipped outside of Europe (excluding Switzerland and Norway) and to countries/regions within the EU that require special shipping arrangements (such as Islands), customers are responsible for the delivery costs of claim parts as well as return costs.

Most products we sell are warranted against manufacturing defects in materials and workmanship. Please refer to our Warranty Policy and product info pages on www.acon24.com for product level warranty details. In the event of a warranty claim, our Warranty Policy applies.

Gift cards

Acon gift cards can be purchased here. Gift Cards can be purchased in 10 denominations from 20€ up to 5000€. They cn be redeemed on any Acon product, including trampolines, accessories, and airtracks.

TERMS AND CONDITIONS OF ACON GIFT CARD USE 

Acon Gift Cards are designed for flexibility and convenience but come with a few key guidelines to keep in mind. They can only be purchased and redeemed in the online store where they were bought and are valid for use during sales or with discount codes. If the card value exceeds an order, the remaining balance can be saved for future purchases, though unused balances cannot be redeemed for cash. 

When partially using a gift card for payment, only payment methods through Shopify Payments is accepted for the remaining balance. Payment options on Shopify Payments vary by region: in the EU, you can use Visa, Mastercard, American Express, Maestro, Apple Pay, Google Pay and more. Gift cards refunds and cancellations follow consumer protection laws for distance selling where a 14-day cancellation period applies.

REFUNDING PRODUCTS PURCHASED WITH A GIFT CARD

Refunds for purchases made with an Acon Gift Card are simple and straightforward. If the purchase was made entirely with a gift card, the refunded amount will be automatically added back to the card, updating its balance. For mixed payments, refunds are applied to the gift card first, up to its available balance, with any remaining refund amount credited to the other payment method used. Keep in mind that the gift card remains active after use, so any remaining balance can be used for future purchases.