Refund policy

This policy applies to fashion bags purchased directly from ACEPROD at aceprod.shop, for delivery to destinations we accept at checkout.

We accept eligible change-of-mind returns and address defective, damaged, incorrect, or misdescribed products as explained below. Our voluntary return conditions do not limit any mandatory consumer rights, including rights under Australian Consumer Law where applicable.

1. Change-of-Mind Return Window

You may request a change-of-mind return within 30 calendar days after receiving your item. For items delivered separately, this voluntary return period begins when each item is received.

Email info@aceprod.shop within that period. The date you send your request determines whether it is timely. A delay in our response will not invalidate a request submitted on time.

After receiving our return instructions, dispatch the item within 14 calendar days and retain proof of postage. The item does not need to arrive within those 14 days.

These deadlines apply to our voluntary change-of-mind policy. Any different or additional rights and deadlines required by applicable consumer law take precedence.

2. Condition of Change-of-Mind Returns

For a change-of-mind return, the bag must:

• Be unused, unwashed, and unaltered.
• Be free from stains, odors, scratches, or damage caused after delivery.
• Have its original tags attached, if supplied.
• Include all accessories, straps, dust bags, and original product packaging supplied with it.

You may open the shipping package and carefully inspect the bag. Ordinary inspection alone does not make it ineligible for return. The original outer shipping carton is not required, provided you use suitable protective packaging.

Please provide an order number, order confirmation, or another reasonable proof of purchase.

These conditions do not apply where they would restrict a statutory remedy or a statutory right to inspect and return goods.

3. Discounted Items and Exclusions

Discounted items qualify for the same voluntary return terms as full-price items.

We may decline a change-of-mind return if the request is late or the item does not meet the conditions above. We will explain the reason if a return is declined.

Normal wear and tear or damage caused by misuse does not, by itself, establish a product defect. We will assess reported problems individually. A refusal under our voluntary policy does not determine or remove any statutory rights.

4. How to Request and Send a Return

Email info@aceprod.shop with:

• Your order number or other proof of purchase.
• The name used for the order.
• The item you wish to return.
• Whether the request concerns a change of mind or a problem with the item.

For a product problem, describe what happened and include photographs if reasonably available. An unboxing video is not required.

Returns are sent by mail or courier. We will provide the confirmed return address and shipping instructions. Contact us before dispatch so your parcel can be routed correctly.

The business address at the end of this policy is a contact address. Please obtain confirmation before using it for a return. The sender address on your original parcel may also differ from the return destination.

Contacting us for instructions helps us process your return; it does not make statutory rights dependent on our discretionary approval.

5. Return Shipping Costs

Change-of-mind returns: You purchase the return label and pay the carrier directly. The charge depends on the return destination, carrier, parcel size, and weight. ACEPROD does not impose a separate flat return shipping fee.

Do not assume a domestic return destination based on your delivery country. International return postage may be necessary. If the return destination affects your purchasing decision, contact us before ordering for the applicable destination and shipping information.

Confirmed defective, damaged, incorrect, or misdescribed items: ACEPROD covers reasonable return shipping costs. We will arrange a suitable return method or reimburse reasonable postage you have paid. Keep your postage receipt.

Restocking fees: We do not charge a restocking fee.

Pack the item securely. Tracked shipping is recommended, and proof of dispatch should be retained until the return is resolved. If a return parcel is delayed or lost, contact us so we can review the shipping records and assist. Responsibility will be determined according to the circumstances and applicable law.

6. Defective, Damaged, Incorrect, or Misdescribed Products

Contact us as soon as reasonably possible if your bag arrives damaged, develops a defect, differs materially from its description, or is not the item ordered.

We may reasonably assess the product before providing a remedy. Depending on the issue and applicable law, the remedy may be a repair, replacement, or refund.

Where Australian Consumer Law applies, a major failure gives you the right to choose a refund or replacement. For a minor failure, we may provide a free repair within a reasonable time. Further remedies may be available if the problem is not resolved as required by law.

Original packaging, unused condition, and attached tags are not prerequisites for a statutory remedy for faulty goods. The 30-day change-of-mind window does not limit those rights.

7. Refund Amount

For an eligible change-of-mind return, we refund the amount actually paid for the returned item, accounting for discounts and including applicable refundable taxes.

Original delivery charges are not refunded for a voluntary change-of-mind return unless required by law. If your order had free shipping, we will not deduct the original outbound shipping cost from your refund.

Where we refund an item because it was defective, damaged on arrival, incorrect, or materially misdescribed, the refund includes:

• The amount paid for the affected item.
• Applicable refundable taxes.
• Original delivery charges attributable to that item.

If the entire order is refunded for such a problem, we also refund the original delivery charge in full.

We do not deduct our payment processing fees from your refund.

Duties or charges paid directly to customs authorities or other third parties are handled under their refund procedures. This does not exclude any reimbursement obligation ACEPROD has under applicable law.

8. Refund Processing and Payment Method

We will assess your return and notify you of the outcome. For an eligible return, we will issue the refund within 7 business days after receiving the returned item. This period includes our inspection and refund processing.

If we confirm that no return is required, we will issue the refund within 7 business days of that confirmation.

Any earlier deadline required by law takes precedence. We will not use an internal approval process to extend a mandatory refund deadline.

Refunds are issued to the original payment method. We do not require you to accept store credit instead of a monetary refund to which you are entitled.

After we issue the refund, your bank or payment provider may take up to 10 additional business days to credit it to your account. This is an estimated timeframe, and processing delays can occur.

If the refund has not appeared after that period, contact info@aceprod.shop. We will check its status and provide available transaction information.

If the original card has expired, been canceled, or been replaced, contact your card issuer about how the refund will be credited. Currency conversion and separately charged bank fees may affect the amount reflected in your account currency.

For ACEPROD’s processing deadlines, business days are Monday–Friday, excluding public holidays in New South Wales, Australia. Bank processing calendars may differ.

9. Exchanges

We do not offer direct exchanges for a different style or color under our voluntary change-of-mind policy. Instead, request a return and place a separate order for the desired item.

A new purchase is subject to availability and the price displayed when ordered. This process does not affect your right to a replacement where required by law.

10. Order Cancellations

To request cancellation, email info@aceprod.shop promptly with your order number.

We will check whether fulfillment can be stopped. Cancellation is not guaranteed once fulfillment has begun, except where applicable law provides a cancellation right.

If we confirm cancellation before dispatch, we will refund the payment collected for the canceled items and any shipping charges no longer applicable within 7 business days, or sooner where required by law.

If payment was authorized but not collected, the authorization may be canceled instead of a refund being issued. Your bank controls when the pending hold disappears.

If an order has already shipped, the return provisions above apply, together with any mandatory cancellation rights.

11. Missing or Undelivered Orders

Contact us if your order has not arrived or tracking indicates delivery but you cannot locate the parcel.

We will investigate with the carrier and provide an appropriate resolution based on the findings and applicable law. You are not required to return an item you have not received.

A carrier investigation does not remove our obligations or your statutory rights.

12. Consumer Rights and Policy Changes

This policy supplements applicable consumer law. Mandatory rights, including statutory cancellation or withdrawal rights where applicable, take precedence over conflicting voluntary return conditions.

Changes to our voluntary policy apply to orders placed after the revised terms are published. They will not retroactively reduce rights associated with an earlier purchase.

13. Contact Us

ACEPROD
Website: aceprod.shop
Email: info@aceprod.shop
Business Address: UNIT 50, 73 ANGLESEA ST, BONDI NSW 2026, AUSTRALIA

Support Hours:
Monday–Saturday: 9:00 AM–6:00 PM, Sydney time