Refund policy

 

This Return and Refund Policy applies to purchases made through acepromj.shop.

We want customers to be satisfied with their purchases. Eligible products may be returned within 30 calendar days after delivery, subject to the conditions below. Nothing in this policy limits any non-waivable rights or remedies available under applicable Canadian consumer protection law.

1. Return Period

You may request a return within 30 calendar days after the date your order is delivered.

A return request must be submitted within this 30-day period. Products sent back without first requesting and receiving return authorization may be refused or may experience processing delays.

To request a return, email:

info@acepromj.shop

Please include:

  • Your full name;

  • Your order number;

  • The product you want to return;

  • The reason for the return;

  • Photographs or video if the product is damaged, defective, or incorrect.

If the return is approved, we will provide return instructions and the appropriate return destination. Do not return an item to the address shown on the original shipping package unless we specifically instruct you to do so.

2. Return Eligibility

To qualify for a return, the product must:

  • Be returned within the applicable return period;

  • Be unused, unworn, unwashed, and unaltered;

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

  • Include its original packaging, labels, tags, accessories, manuals, and components;

  • Be accompanied by the order number or other acceptable proof of purchase;

  • Not be excluded under the non-returnable items section below.

You may carefully inspect or try on a product to determine its nature, characteristics, size, and fit. Products showing excessive handling, wear, washing, stains, odours, damage, alteration, or use beyond what is reasonably necessary for inspection may not qualify for a full refund.

3. Damaged, Defective, or Incorrect Products

Please inspect your order promptly after delivery.

If a product arrives damaged, defective, materially different from its description, or different from what you ordered, contact info@acepromj.shop as soon as reasonably possible and preferably within seven calendar days after delivery.

Please provide clear photographs or video showing:

  • The product received;

  • The damage or defect;

  • The product label or packaging;

  • The shipping label;

  • Any incorrect size, colour, model, or quantity.

After reviewing the information, we may provide an appropriate remedy, including replacement, repair, refund, or another remedy required by applicable law.

When the problem is confirmed to have resulted from our error or from damage occurring before delivery, acepromj.shop will cover reasonable authorized return shipping costs.

Do not discard a damaged or incorrect product or its packaging until the claim has been reviewed.

4. Change-of-Mind Returns

Eligible products may be returned because of a change of mind, incorrect size selection, personal preference, or another reason not caused by a defect or fulfilment error.

For approved change-of-mind returns:

  • The customer is responsible for return shipping costs;

  • Original outbound standard shipping was provided free of charge and is not deducted as a separate shipping fee;

  • Expedited or optional shipping fees, if any were purchased, are not refundable unless required by law;

  • The customer remains responsible for the product until it is delivered to the authorized return destination;

  • We recommend using a tracked shipping service and retaining the shipping receipt.

We are not responsible for unauthorized returns or return packages lost or damaged during return transportation.

5. Non-Returnable Items

The following products cannot normally be returned unless they are defective, incorrectly supplied, or the return is otherwise required by applicable law:

  • Gift cards;

  • Digital products or downloadable content after access or delivery;

  • Personalized, customized, or made-to-order products;

  • Products clearly marked “Final Sale” before purchase;

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

  • Products missing original labels, hygiene seals, packaging, accessories, or components;

  • Personal care, hygiene-sensitive, intimate, cosmetic, or health-related products after their protective seal has been opened;

  • Perishable products;

  • Products presenting a health or safety risk after opening;

  • Products returned after the 30-day return period.

A “Final Sale” designation does not remove any mandatory legal remedy for a defective, unsafe, misrepresented, or incorrectly supplied product.

6. Sale and Promotional Products

Products purchased during a sale or promotion may be returned if they otherwise meet this policy, unless they were clearly identified as Final Sale before checkout.

Any refund will be based on the amount actually paid after discounts, promotional codes, credits, or other reductions.

If a promotion required the purchase of multiple products, returning part of the order may cause the promotional discount to be recalculated. The refund may be adjusted to reflect the value of products retained by the customer.

7. Return Authorization

Receiving return instructions or a return authorization does not guarantee a refund. All returned products are inspected after receipt.

A refund may be reduced or refused when:

  • The product does not meet the return conditions;

  • The product is returned after the return deadline;

  • Parts, labels, packaging, or accessories are missing;

  • The product has been used, washed, worn, altered, or damaged;

  • The return was sent to an unauthorized destination;

  • The product returned does not match the purchased product;

  • There is evidence of return fraud or policy abuse.

Any reduction will be reasonable and based on the actual loss in value, subject to applicable law.

8. Return Shipping

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

For confirmed damaged, defective, or incorrect products, we will provide return instructions and may issue a prepaid shipping label or reimburse reasonable authorized return shipping costs.

Return shipping charges must not be sent on a cash-on-delivery or collect basis unless we have agreed to that method in writing.

Any customs duties, brokerage charges, or postage arising from an unauthorized return are the responsibility of the sender.

9. Exchanges

Direct exchanges may not always be available because product inventory can change.

The fastest way to obtain a different product, size, colour, or model is generally to:

  1. Request a return for the original eligible product;

  2. Wait for return approval;

  3. Place a separate order for the preferred replacement.

A replacement for a damaged, defective, or incorrect product may be offered without requiring a new order, depending on product availability.

10. Refund Processing

After an authorized return is received, we will inspect it and notify you whether the refund has been approved.

Approved refunds will be issued to the original payment method. We do not normally issue refunds to a different card, account, or person.

We aim to initiate an approved refund within 10 business days after completing the return inspection. Your bank, card issuer, PayPal, or other payment provider may require additional time to post the refund.

The total refund processing period therefore depends partly on the payment provider and is outside our direct control.

11. Partial Refunds

A partial refund may be issued where permitted by law if:

  • A returned product has been used or damaged after delivery;

  • Original packaging, labels, accessories, or components are missing;

  • The product has decreased in value because of unnecessary handling;

  • Only part of a discounted bundle or promotional order is returned;

  • Another reasonable deduction is required to reflect the condition or value of the returned product.

We will explain any material deduction when notifying you of the refund decision.

12. Late or Missing Refunds

If you have been notified that a refund was issued but have not received it:

  1. Check the original payment account;

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

  3. Allow the provider’s standard processing time;

  4. Contact info@acepromj.shop if the refund still does not appear.

Please include your order number and refund confirmation when contacting us.

13. Order Cancellation

Contact info@acepromj.shop as soon as possible if you want to cancel or modify an order.

We will attempt to accommodate the request, but cancellation or modification cannot be guaranteed after the order has entered processing, fulfilment, or shipment.

If an order has already shipped, it must be handled under the normal return process after delivery.

If we cancel an order before shipment, any captured payment for the cancelled product will be refunded to the original payment method.

14. Refused and Unclaimed Deliveries

If a customer refuses delivery, fails to collect a package, provides an incomplete address, or causes a shipment to be returned, the order may be treated as a return after it is received and inspected.

Reasonable carrier charges, return shipping charges, customs costs, or other expenses caused by the refusal, failure to collect, or incorrect address may be deducted from the refund where permitted by law.

No deduction will be made where the return occurred because of our error or the carrier’s confirmed error.

15. Chargebacks and Payment Disputes

Please contact info@acepromj.shop before starting a chargeback or payment dispute so that we have an opportunity to investigate and resolve the issue.

Submitting a false, duplicate, or abusive chargeback may delay resolution. Nothing in this section prevents a customer from exercising legitimate rights through a bank, card issuer, payment provider, or applicable consumer protection authority.

16. Consumer Rights

This policy is intended to operate together with applicable Canadian federal, provincial, and territorial consumer protection laws.

Nothing in this policy excludes, restricts, or replaces a mandatory warranty, statutory right, legal remedy, or protection that cannot lawfully be waived.

17. Contact

For return, refund, exchange, cancellation, or product-related enquiries, contact:

acepromj.shop
Email: info@acepromj.shop

Please include your order number to help us locate the purchase.