At ACE OUTWEAR, customer satisfaction is the cornerstone of everything we do. We are committed to delivering premium-quality products while maintaining a transparent, supportive, and trustworthy relationship with our customers.
Our goal is to ensure you feel confident and well-informed throughout your shopping journey. That’s why we’ve designed our policies to be clear, fair, and customer-focused—so you always know what to expect when placing an order or reaching out for support. Please take a moment to review our Return & Exchange Policy to understand how we can best serve you.
- Orders can be cancelled within 24-48 hours for a full refund.
- Cancellations after 48 hours will incur the following deductions:
- 25% deduction after 48 hours.
- 35% deduction after 3 days.
- After 7 days, no cancellations will be accepted, unless under certain situations, where a 50% deduction will be incurred.
- No cancellations once the item is shipped.
- If we do not receive your confirmation to proceed with production within 10-12 days, your order will be cancelled, and you will receive a 50% refund.
- If there is a delay in shipment due to a lack of response from your side, and you later choose to cancel the order, only 50% of the payment will be refunded.
- If the parcel is delivered despite no confirmation from you, and the issue was communicated to you beforehand, we will not accept a refund or return request.
- Must be reported within 24-48 hours of receiving the product.
- If you ordered the wrong size and the item matches our accurate size chart, no return will be accepted. However, considering the scenario, we may offer:
- A new item at a discounted price, while you keep the original.
- If it’s a sizing error from our side, we’ll cover the exchange cost.
- Proof via pictures is required for any sizing-related claims.
- Minor color variations due to lighting or display settings are not eligible for return.
- If the received color is completely different, contact us within 24-48 hours for review.
- If there’s a design or pattern mismatch from our side, share pictures within 24-48 hours for a prompt resolution.
- If the product arrives damaged due to shipment or any other reason, inform us within 24-48 hours with clear pictures.
- If the item is lost in transit, we’ll arrange a replacement or recovery at no extra cost.
- Note: Once an item is marked as “delivered” by the carrier, we are not liable for loss or theft. In such cases, please contact your courier service.
- If tracking confirms delivery but the package wasn’t received, customers must follow up with FedEx, USPS, UPS, or the relevant postal service.
- For any complaints, please contact us within 24 to 48 hours of delivery for a resolution.
- Product must be in original, unused condition with all tags intact.
- For US customers, return shipping label is provided, but a 30% fee applies (includes shipping + restocking).
- Alternatively, if the return label method is not suitable for you, you may choose to bear the return shipping cost yourself and receive a full refund (upon product inspection).
- For non-US customers, return shipping charges must be fully paid by the customer for a full refund.
- Items returned in used or damaged condition will not be eligible for a refund.
- Returned item(s) must be sent to the respective location from where it was shipped to the customer.
- Eligible amount for the returned item will not be refunded until the product has arrived at its respective address and has been checked and approved by the staff.
- All customized products are non-refundable and non-returnable.
- Additional charges apply for custom requests.
- If you refuse delivery or fail to respond to courier/customs, ACE OUTWEAR will not be responsible for the destroyed, returned, or undelivered parcel.
- If a package is returned due to an incomplete or incorrect address, the customer will be responsible for reshipping charges.
- Please double-check your address before placing the order to avoid additional delays or losses.
Although we offer free shipping to our customers, each country or region may have its own customs policies, and additional import duties or taxes may apply. The buyer will be responsible for any such charges.
We do not accept returns or exchanges under the following circumstances:
- You accidentally ordered the wrong size and the item matches our size chart.
- You simply don’t like the item after receiving it.
- Decided you simply don’t like the quality, material, or style of the product.
- The item was bought “just to try” or for “trial purpose”.
- You changed your mind or no longer want the item after it has been shipped.
- Return/exchange requests made after 48 hours of delivery.
- Item purchased as a gift, and the receiver didn’t like it or the receiver just didn’t open the product within the timeframe allotted for return/exchange requests.
- Before the arrival of package, you have left or moved from the address you provided in the order details.
- You entered an incomplete/incorrect address during checkout.
- Once the item is shipped, no cancellations or returns will be accepted.
Please note that courier services may experience unexpected delays due to weather conditions, holidays, or external logistical issues. These are beyond our control, and:
No refunds or reimbursements will be issued for shipping delays caused by such factors.
- Refunds (where applicable) are issued after inspection by our quality control team.
- The refund will be credited to your original payment method or in certain cases, to the payment method preferred by the customer.
For any concerns not covered above, feel free to contact Team ACE OUTWEAR at sales@aceoutwear.com. We’ll do our best to assist you with transparency, care, and professionalism.