Q: How do I apply for a return and refund?
A: Please get in touch with us via email (AceupEnergy@gmail.com), providing your order number and your return reasons. Then please take some photos of the product you want to return and send them to us in your email. We will check the photos before we process your requirements. If there are no issues with the product quality, but you stain or damage the product, we may not offer a full refund. If it is our product quality issue, you can get a full refund. (Any confusion, please contact us.)
Q: Where should I return the package?
A: Please contact us via email. After meeting the return conditions, we will provide you with the return address via email.
Q: How many days can I return the product?
A: 30 days since you sign for your packages. Please note that returns will not be accepted if this period has passed after the order has been received. (Any confusion, please contact us.)
Applicable circumstances for return:
– New, unused, and in original condition.
– The problem of replacing the product is not man-made damage.
– Inclusive of all original hangtags, packaging, and components at the time of return or exchange.
– Accompanied by proof of purchase (order confirmation email or order number).
Q: Who will be responsible for the return shipping cost?
A: If our products have quality issues, we will respond with the return cost. If for personal reasons, the purchaser needs to respond to the shipping cost of the return. We do not provide a pre-paid return label to return your package. (Any confusion, please contact us.)
Q: If I have used the products, can I get a full refund?
A: If there are product quality issues, provide photos and we will give you a full refund. If not the product issues, we can not offer a full refund for you. (Any confusion, please contact us.)
Q: Do I need to return products when refunding?
A: Yes. Please ship it or them to our warehouse address. Please contact us to get our warehouse address. (Any confusion, please contact us.)
Q: Can I exchange products?
A: No. We do not support exchange services.
Q: If the seller has sent the package out, can I apply for a refund?
A: No. Please submit refund requests before the packages are sent out from the warehouse. Please don't worry, we will try our best to stop package preparation and shipping once we read your refund emails. (Any confusion, please contact us.)
Q: How long will you process my refund?
A: We will process your refund and it will be completed within 24-72 hours. After this, you need to wait for bank processing. (Any confusion, please contact us.)
Q: How long can I get my refund?
A: The refund will be returned to your account via the original payment method within 7-15 days after approval.
Q: Where my refund be returned to?
A: The refund money will be returned to your account according to the original payment method. (Any confusion, please contact us.)
Q: If I have questions about my return or refund, how can I get your help?
A: Please get in touch with us by email (AceupEnergy@gmail.com). We will help you within 24-72 hours. (Any confusion, please contact us.)
Please note that if the cancellation of the order is due to customer reasons, a 2% transaction fee will be deducted from the refund.