Refund policy

Thank you for shopping at acepromg.shop.

We want customers to be satisfied with their purchases. This Return and Refund Policy explains the conditions and procedures applicable to returns, exchanges, cancellations, damaged products, and refunds.

30-Day Return Period

Customers may request a return within 30 calendar days after the order is delivered.

To meet the return deadline, the customer must contact us at info@acepromg.shop within 30 calendar days of confirmed delivery.

A return request made after the 30-day period may be declined unless mandatory consumer protection law provides otherwise.

Return Eligibility

To qualify for a return, the product must:

• Be in the same condition in which it was received;

• Be unused, unworn, unwashed, and unaltered;

• Be free from stains, odours, damage, hair, cosmetics, or other signs of use;

• Include all original tags, labels, accessories, manuals, and components;

• Be returned in its original packaging where reasonably possible;

• Be accompanied by valid proof of purchase from acepromg.shop;

• Have been purchased directly through acepromg.shop.

We may refuse a return or reduce the refund where a product has been used, damaged, altered, washed, or handled beyond what is reasonably necessary to inspect it.

How to Request a Return

Before sending any product back, contact:

info@acepromg.shop

Your return request should include:

• Your full name;

• Your order number;

• The email address used at checkout;

• The product you wish to return;

• The reason for the return;

• Photographs where the item is damaged, defective, or incorrect.

If the return is approved, we will provide return instructions and the applicable return destination.

Products returned without prior authorisation may be refused, delayed, or returned to the sender.

Do not send a return to the address printed on the original parcel unless we expressly confirm that address in writing. Original shipping locations may be logistics facilities that are not authorised to receive returns.

Non-Returnable Products

Unless required by applicable law, the following products cannot be returned:

• Products that have been worn, used, washed, altered, or damaged after delivery;

• Personalised, customised, or made-to-order products;

• Gift cards or store credits;

• Digital products or downloadable content after access or delivery;

• Personal care, hygiene, cosmetic, beauty, or intimate products that have been opened or unsealed;

• Products with removed hygiene seals;

• Perishable products;

• Products marked “Final Sale” before purchase;

• Products returned without required components, accessories, packaging, or proof of purchase;

• Products not purchased from acepromg.shop.

A “Final Sale” designation does not limit rights concerning products that are defective, materially different from their description, or otherwise protected by mandatory law.

Damaged, Defective, or Incorrect Products

Customers should inspect their order promptly after delivery.

If an item is damaged, defective, incomplete, or different from the item ordered, contact info@acepromg.shop as soon as reasonably possible.

Please provide:

• The order number;

• A description of the problem;

• Clear photographs of the item;

• Photographs of the packaging and shipping label;

• A video where necessary to demonstrate the defect.

Customers should retain the product, packaging, shipping label, and all included materials until the claim has been reviewed.

After reviewing the claim, we may provide an appropriate remedy, which may include:

• A replacement;

• A refund;

• A partial refund;

• Store credit, with the customer’s agreement;

• Another remedy required by applicable law.

For an approved claim involving a damaged, defective, or incorrect product, acepromg.shop will cover reasonable return shipping costs when a return is required.

Change-of-Mind Returns

For an eligible change-of-mind return, the customer is responsible for return shipping costs.

Original shipping charges are non-refundable. Because acepromg.shop provides free standard shipping, no original standard shipping charge will normally be deducted. However, any optional expedited shipping fee paid by the customer is non-refundable once the service has been used.

Return shipping costs are not refundable unless the product was damaged, defective, incorrect, or the return is required because of our error.

We recommend using a trackable shipping service. Customers remain responsible for an independently shipped return until it is delivered to the approved return destination.

Return Inspection

After an authorised return is received, it will be inspected to confirm whether it meets this policy.

We will notify the customer whether the refund has been approved or declined.

If a return does not meet the eligibility requirements, we may:

• Decline the refund;

• Issue a partial refund reflecting loss in value, where legally permitted;

• Return the product to the customer at the customer’s expense.

Refund Processing

Approved refunds will be issued to the original payment method.

We aim to initiate an approved refund within 10 business days after the returned product has been received and inspected.

Banks, credit card companies, PayPal, Shopify Payments, and other payment providers may require additional time to post the refund to the customer’s account.

acepromg.shop does not control processing times imposed by banks or payment providers.

Shipping fees, return shipping costs, customs charges, and duties are not refundable unless required by law or the return resulted from our error.

Late or Missing Refunds

If an approved refund does not appear:

1. Review the original payment account;

2. Contact the bank, card issuer, PayPal, or applicable payment provider;

3. Allow sufficient processing time;

4. Contact info@acepromg.shop if more than 15 business days have passed since we confirmed that the refund was issued.

Exchanges

Direct exchanges are subject to product availability and may not always be offered.

The fastest way to obtain another size, colour, or product is generally to return the eligible original product and place a new order after the return has been approved.

If we agree to send a replacement for a damaged, defective, or incorrect product, the replacement remains subject to availability.

Order Cancellations

Cancellation requests should be sent to info@acepromg.shop as soon as possible.

We cannot guarantee cancellation after an order has entered processing, been packed, or been transferred to the carrier.

If cancellation is possible, the applicable payment will be refunded to the original payment method.

If an order can no longer be cancelled, the customer may request an eligible return after delivery.

Address Errors and Undeliverable Orders

Customers are responsible for providing a complete and accurate delivery address.

If an order is returned because of an incorrect address, incomplete address, refusal, failure to collect, or repeated unsuccessful delivery attempts, we may deduct reasonable reshipping or return-related costs from the refund where legally permitted.

Any reshipment is subject to product availability and confirmation of the corrected address.

Refused Deliveries

Refusing a parcel does not automatically create an approved return.

A refused parcel must first be received and inspected. Any carrier charges, customs fees, return shipping expenses, or other costs caused by an unjustified refusal may be deducted from the refund where legally permitted.

Promotional and Bundled Products

Where a return affects the eligibility conditions of a promotion, bundle, multi-buy discount, or free gift offer, the refund may be adjusted to reflect the terms of the original promotion.

Any complimentary product supplied as part of a promotion must be returned where required. If it is not returned, its reasonable value may be deducted from the refund where legally permitted.

Chargebacks and Payment Disputes

Customers are encouraged to contact info@acepromg.shop before initiating a chargeback or payment dispute so that we have an opportunity to investigate and resolve the matter.

This does not restrict any lawful right to contact a payment provider or exercise consumer protection remedies.

Statutory Rights

Nothing in this policy excludes or limits any mandatory right or remedy available under applicable Canadian consumer protection law.

Where this policy conflicts with a mandatory legal requirement, the mandatory requirement will prevail.

Contact Us

Return and refund inquiries should be sent to:

acepromg.shop
Email: info@acepromg.shop
Website: acepromg.shop