Effective Date: 19 June 2026

At ACE, we want you to be completely satisfied with your purchase. This policy explains your rights regarding returns, refunds, and withdrawal from your purchase.

 

1. Right of Withdrawal (EU Consumers)

If you are a consumer residing in the European Union, you have the legal right to withdraw from your purchase within 14 days of receiving your order, without providing any reason.

To exercise your right of withdrawal, you may:

• Email us at hello@acesupport.store, or
• Submit a withdrawal request using the form below.

Once your withdrawal request has been received, we will send you a confirmation by email.

Withdrawal Request

Please complete and submit the form below to exercise your statutory right of withdrawal.

When submitting your request, please include your order number and, where possible, the date on which you received your order.

By submitting this form, you are exercising your statutory right of withdrawal under applicable consumer protection laws.

2. Returning Your Order

After notifying us that you wish to withdraw from your purchase, you must return the products within 14 days.

Returned items must:

• Be unworn and unused.
• Be free from damage caused after delivery.
• Include original tags where reasonably possible.
• Be returned in suitable packaging.

Customers are responsible for return shipping costs unless the item is defective, damaged, or incorrectly supplied.

3. Refunds

After we receive and inspect your returned item(s), we will process any eligible refund.

Approved refunds will be issued to the original payment method used for the purchase.

Refunds are generally processed within 14 business days after receipt of the returned item, although processing times may vary depending on your payment provider.

Original shipping costs will be refunded where required by applicable consumer law.

4. Exchanges

We currently do not offer direct exchanges.

If you would like a different size, colour, or product, please place a new order and return the original item in accordance with this policy.

5. Damaged, Defective or Incorrect Items

If you receive a damaged, defective, or incorrect item, please contact us within 14 days of delivery at:

hello@acesupport.store

Please include:

• Your order number
• A description of the issue
• Clear photographs of the item

If the issue is confirmed, ACE will provide an appropriate solution, which may include a replacement, repair, refund, or reimbursement of return shipping costs.

6. Non-Returnable Items

The following items cannot be returned where permitted by applicable law:

• Gift cards
• Custom-made or personalised products
• Sealed products that are not suitable for return for hygiene reasons once unsealed

7. Contact Information

If you have any questions regarding returns, refunds, or your right of withdrawal, please contact:

ACE Support
hello@acesupport.store

We are happy to help!