Refund policy

 

Thank you for shopping at aceprob.shop. We hope that you are satisfied with your purchase. If you change your mind or experience a problem with an item, this Return and Refund Policy explains your rights and the procedure for requesting a return, refund, replacement, or exchange.

This policy applies to purchases made through aceprob.shop and should be read together with our Terms of Service and Shipping Policy.

Nothing in this policy limits or excludes any rights you may have under the Consumer Rights Act 2015, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, or any other applicable United Kingdom consumer protection law.

1. Your Right to Cancel an Online Order

When purchasing goods online, customers in the United Kingdom generally have the right to cancel their order without providing a reason.

You must notify us of your decision to cancel within 14 days beginning on the day after:

• You, or a person nominated by you, receives the goods;

• You receive the final item where an order contains multiple items delivered separately; or

• You receive the final instalment or piece where goods are delivered in separate instalments.

To exercise your right to cancel, email us at info@aceprob.shop before the cancellation period expires.

Your cancellation request should include:

• Your full name;

• Your order number;

• The email address used to place the order;

• The item or items you wish to return; and

• A clear statement confirming that you wish to cancel your purchase.

You do not need to provide a reason for cancelling, although any feedback you provide may help us improve our products and services.

2. Returning Cancelled Orders

After notifying us that you wish to cancel, you must send the relevant goods back within 14 days of the date on which you informed us of your cancellation.

Please contact info@aceprob.shop before returning any item. Our customer service team will provide the applicable return instructions and return address.

Do not return products to an address shown on the original parcel without first contacting us. The original dispatch address may belong to a carrier, fulfilment facility, or processing centre that is unable to accept customer returns.

Returns sent without authorisation or to an incorrect address may be delayed, refused, or returned to the sender.

3. Return Eligibility

To help us process your return efficiently, returned products should normally be:

• Unworn, unused, and unwashed;

• Free from stains, odours, cosmetics, deodorant, perfume, pet hair, or other signs of use;

• Returned with all original tags, labels, accessories, and packaging where reasonably possible;

• Free from damage caused after delivery; and

• Securely packaged to prevent damage during return transportation.

You may inspect an item in the same way that you would reasonably inspect it in a physical shop. However, if the item has been handled beyond what is necessary to establish its nature, characteristics, and functionality, we may make a reasonable deduction from the refund to reflect any reduction in its value.

The absence of original packaging will not automatically remove your statutory rights, but it may affect the value of the item if its condition has been reduced.

4. Items That Cannot Normally Be Returned

The statutory right to cancel may not apply to certain products, including:

• Goods made to your specifications or clearly personalised;

• Goods that deteriorate or expire rapidly;

• Sealed goods that are not suitable for return for health protection or hygiene reasons once the seal has been broken;

• Sealed audio, video, or software products once unsealed;

• Digital content supplied immediately after the customer expressly agrees to begin supply and acknowledges losing the right to cancel; and

• Other goods excluded from cancellation rights under applicable law.

For hygiene reasons, underwear, lingerie, swimwear, bodysuits, earrings, and similar products may only be returned where any hygiene seal remains intact and the product has not been worn or used.

This exclusion does not apply where an item is faulty, damaged, unsafe, incorrectly supplied, or not as described.

5. Faulty, Damaged, Incorrect, or Misdescribed Items

All goods sold by aceprob.shop must be:

• Of satisfactory quality;

• Fit for their normal purpose and any specific purpose agreed with us;

• As described on our website; and

• Supplied with reasonable care and skill where applicable.

Please inspect your order as soon as reasonably possible after delivery.

If an item arrives damaged, defective, incorrect, incomplete, or materially different from its description, contact us promptly at info@aceprob.shop.

Where possible, include:

• Your order number;

• A description of the issue;

• Clear photographs or videos showing the item and the problem;

• A photograph of the outer packaging;

• A photograph of the shipping label; and

• Any other information reasonably required to investigate the issue.

Requesting photographs does not remove or restrict your statutory rights. It helps us confirm the problem and provide an appropriate resolution.

Where the goods do not conform to the contract, you may be entitled to a refund, repair, replacement, or price reduction in accordance with applicable UK consumer law.

If you exercise the short-term right to reject faulty goods within the legally applicable period, we will provide the remedy required by law. After that period, we may offer a repair or replacement before a refund where permitted by law.

We will cover reasonable return costs where an item is confirmed to be faulty, damaged, incorrect, or not as described.

6. Change-of-Mind Return Costs

Where you return an item because you have changed your mind, ordered the wrong size, no longer want the item, or otherwise exercise your statutory cancellation right without a product fault, you will normally be responsible for the direct cost of returning the goods.

We recommend using a tracked postal or courier service and retaining proof of postage until your refund has been completed.

You are responsible for the returned product until it reaches the return address provided by us. aceprob.shop is not responsible for return parcels lost or damaged because of inadequate packaging or an untracked return service, except where responsibility cannot legally be excluded.

Do not send returns using a cash-on-delivery service. Unauthorised cash-on-delivery parcels may be refused.

7. Original Delivery Charges

Where you validly cancel the entire order under your statutory cancellation rights, we will refund the original standard delivery charge paid for the order.

If you selected an enhanced, express, priority, or more expensive delivery service, we are only required to refund an amount equal to the least expensive standard delivery option offered at the time of purchase.

Original delivery charges may not be refunded where:

• You return only part of an order;

• The return falls outside your statutory cancellation rights and is accepted only as a discretionary return; or

• The additional charge resulted from selecting a premium delivery method.

This section does not affect your rights where the goods were faulty, damaged, incorrect, or not as described.

8. Refund Processing

Once we receive your returned item, we will inspect it and notify you of the outcome.

Where a refund is due, it will be issued without undue delay and no later than 14 days after the earliest of:

• The day we receive the returned goods;

• The day you provide satisfactory evidence that the goods have been sent back; or

• The day on which a refund becomes due without the goods needing to be returned.

We may withhold a change-of-mind refund until we receive the goods or you provide evidence that they have been returned, whichever occurs first.

Refunds will normally be issued to the original payment method used for the purchase. We will not charge an additional fee for issuing an eligible refund.

After we issue the refund, your bank, payment provider, or card issuer may require additional processing time before the funds appear in your account. This processing time is outside our control.

9. Partial or Reduced Refunds

Where permitted by law, we may reduce a refund to reflect a reduction in the value of returned goods caused by handling beyond what was reasonably necessary to inspect them.

A deduction may be considered where an item:

• Has been worn, washed, altered, damaged, stained, or used;

• Contains strong odours, cosmetics, deodorant, pet hair, or other contamination;

• Is missing tags, accessories, components, or packaging in a way that reduces its value;

• Has been damaged because it was inadequately packaged for return; or

• Cannot reasonably be resold because of the customer’s handling.

Any deduction will be reasonable, proportionate, and supported by the condition of the returned item.

We will not make deductions that unlawfully restrict your statutory rights, particularly where goods are faulty, damaged on arrival, incorrect, unsafe, or not as described.

10. Exchanges

We may be able to offer an exchange for a different size, colour, or eligible product, subject to stock availability.

To request an exchange, contact info@aceprob.shop before returning the item.

Because inventory can change quickly, we cannot guarantee that a replacement item will remain available while the return is in transit. Where an exchange is unavailable, we may issue an eligible refund so that you can place a new order.

Your statutory rights are not affected by the availability or unavailability of an exchange.

11. Sale and Promotional Items

Sale, clearance, and promotional items are covered by the same statutory consumer protections as full-price items.

A discounted price does not remove your rights where an item is faulty, damaged, incorrect, not as described, or covered by statutory cancellation rights.

Any promotional discount applied to an order will be taken into account when calculating the amount refunded. You will not receive more than the amount actually paid for the returned item.

Where returning part of an order causes the remaining order to no longer qualify for a multi-buy, bundle, minimum-spend, or similar promotion, the refund may be adjusted to reflect the terms of that promotion, where lawful and clearly disclosed.

12. Gifts

Refunds are normally issued to the original payment method used by the purchaser.

Where an item was purchased as a gift, the recipient may contact us about the return, but we may need to verify the original purchaser and order details before processing the request.

Unless otherwise agreed, refunds cannot be transferred to a different person, bank account, card, or payment method.

13. Refused and Unclaimed Deliveries

Refusing delivery or failing to collect a parcel does not automatically constitute a valid cancellation request.

You should contact us at info@aceprob.shop to clearly notify us that you wish to cancel the order.

Where a parcel is returned because the delivery address supplied by the customer was incomplete or incorrect, or because the parcel was not collected, any refund will be processed after the parcel has been returned and inspected.

Where permitted by law, reasonable costs arising from an unsuccessful delivery or return may be deducted from the refund unless the failure was caused by us or the carrier.

14. Order Cancellations Before Dispatch

To request cancellation before an order is dispatched, email info@aceprob.shop as soon as possible.

We will make reasonable efforts to stop the order. However, orders may enter processing or dispatch shortly after being placed, and cancellation before shipment cannot always be guaranteed.

If the order has already been dispatched, you may exercise your applicable return and cancellation rights after receiving it.

15. Chargebacks and Payment Disputes

We encourage customers to contact us before opening a chargeback or payment dispute. Many order issues can be resolved more quickly through our customer service team.

Contacting us does not remove your right to contact your payment provider or exercise any legal remedy available to you.

Submitting false, misleading, or fraudulent information in connection with a refund, return, or payment dispute may result in the claim being rejected and may be reported where required by law.

16. Return Abuse and Fraud Prevention

We reserve the right to investigate suspected return fraud, including:

• Returning an item different from the item originally supplied;

• Returning counterfeit, substituted, altered, or deliberately damaged goods;

• Falsely claiming that an item was not delivered;

• Repeatedly purchasing, using, and returning products;

• Manipulating photographs or supporting evidence; or

• Attempting to obtain duplicate refunds.

We may refuse a fraudulent claim, suspend an account, or take other lawful action where appropriate.

Nothing in this section allows us to refuse a legitimate return or restrict statutory consumer rights.

17. How to Start a Return

To start a return, contact:

Email: info@aceprob.shop

Please include your order number and the item or items you wish to return.

Our customer service team will review your request and provide the relevant return instructions. Please do not send any item until you have received those instructions.

18. Complaints

If you are dissatisfied with how your return or refund has been handled, email info@aceprob.shop with:

• Your full name;

• Your order number;

• A description of the complaint;

• The resolution you are requesting; and

• Any relevant photographs, correspondence, or supporting information.

We will review the complaint fairly and respond as soon as reasonably possible.

19. Your Statutory Rights

This Return and Refund Policy is intended to explain our procedures and does not replace, waive, limit, or exclude any rights or remedies available to consumers under applicable United Kingdom law.

If any provision of this policy conflicts with a mandatory legal right, the applicable legal right will take priority.

20. Contact Us

For questions regarding returns, refunds, exchanges, damaged products, incorrect orders, or cancellation rights, contact:

aceprob.shop
Email: info@aceprob.shop

We recommend keeping your order confirmation, return tracking information, proof of postage, and all correspondence until your request has been fully resolved.