Refund & Returns Policy

Last updated: 11/12/2025
This Refunds and Returns Policy explains how ACE Accessories® handles returns, refunds and your legal rights when you buy products from us online.
ACE Accessories® is a UK-based business. For UK customers we comply with applicable UK consumer law, including the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. For customers in the EU and other countries, we will comply with any mandatory local consumer protection laws that apply in your country, and where our policy is more generous than local law, we will honour the more generous terms.
Nothing in this policy affects your statutory/mandatory rights.
1. Your legal rights (faulty or mis-described products)
1.1 UK customers
If a product is faulty, damaged or not as described, you may be entitled to a repair, replacement or refund under UK law. In particular:

Within 30 days of receiving your order: you may have a legal right to reject the goods and receive a full refund if they are faulty or not as described.
After 30 days and within 6 months: we will usually offer a repair or replacement first. If that is not possible or is unsuccessful, you may be entitled to a refund.
After 6 months: you may still have rights if the product was not of satisfactory quality at the time of delivery, but you may need to show that the fault was present then.

1.2 EU customers
If you are based in the European Union and the products are faulty, damaged, or not as described, you may have rights to a repair, replacement or refund under your national law implementing EU consumer protection rules. In addition to any mandatory local rights, ACE Accessories will apply the same basic approach as set out above for UK customers (repair, replacement or refund, depending on timing and circumstances).
1.3 Customers outside the UK and EU
If you are based outside the UK/EU, we will:

Comply with any mandatory consumer protections that apply in your country; and
As a minimum, where a product is clearly faulty, damaged or not as described, work with you in good faith to repair, replace or refund the product, taking into account the nature of the defect and the cost and practicality of return shipping.

Please contact us as soon as you notice an issue so we can help.
2. Change of mind / cooling-off period
2.1 UK and EU customers
If you are a consumer (not buying in the course of a business) and you purchase products from us online or by other distance means, you may have a 14-day “cooling-off” period from the day after you receive the goods to cancel your contract for any reason.
To exercise this right, you must:

Let us know clearly (by email or post) that you wish to cancel within 14 days of receiving the goods; and
Return the goods to us within 14 days of telling us you wish to cancel.

We will then refund you in accordance with section 6 below, including the original standard delivery charge (where applicable), subject to any deductions permitted by law (for example, for excessive handling).
2.2 Customers outside the UK and EU
For non-UK/EU customers, we offer the same 14-day change-of-mind period as a goodwill policy, even where local law does not require this, provided that:

You notify us of your wish to cancel within 14 days of receiving the goods;
You return the goods to us within 14 days of notifying us; and
You comply with the condition and packaging requirements below.

Please note that outbound shipping costs, customs fees and import duties are normally non-refundable for change-of-mind returns (see section 6.3).
2.3 Condition of returned items
For all customers using a change-of-mind / cooling-off right:

You must take reasonable care of the products while they are in your possession.
We may reduce your refund to reflect any reduction in the value of the goods caused by your handling them in a way that would not be permitted in a shop (for example, excessive wear or damage).

3. Items that cannot be returned for a change of mind
Unless they are faulty, the following items are non-returnable and non-refundable for hygiene/safety or customisation reasons:

Any products that have been custom-made or personalised specifically for you.
Any items that are clearly used, heavily soiled, contaminated or damaged after delivery.
Any products that cannot, by their nature, be returned safely or re-sold for hygiene reasons once opened or used (for example, certain ear protection or in-ear items, if used).

We will always honour your statutory/mandatory rights for faulty or mis-described items, even if they fall into one of the categories above.
4. How to request a return or refund
If you would like to return an item or request a refund, please contact us first:

Email: info@ace-accessories.co.uk
Telephone: 0208 249 7885

Please include:

Your order number;
The product(s) you wish to return;
The country you are returning the goods from;
The reason for the return; and
If the item is faulty or damaged, clear photos showing the issue (if possible).

We will then confirm whether your return is approved and provide the appropriate return instructions, including the return address and any country-specific information (for example, customs declarations for international returns).
Do not send any items back without contacting us first, as this may delay the processing of your return and may result in customs charges that we cannot control.
5. Returning your items
5.1 Packaging and condition
When returning items:

Wherever possible, please return them in their original packaging, including any tags, labels or accessories.
Make sure the products are securely packaged so they are not damaged in transit.
We strongly recommend using a tracked/insured service and keeping your proof of postage.

5.2 Return delivery costs

If the item is faulty, damaged or not as described, we will either provide a pre-paid return label (where available) or reimburse your reasonable return postage costs (subject to evidence, such as a receipt).
If you are returning an item because you changed your mind or ordered the wrong product/size, you are normally responsible for the cost of returning the goods to us, including any customs charges on the return shipment.

5.3 Customs duties and taxes (international customers)
For customers outside the UK:

Any import duties, taxes or customs charges you paid when the goods entered your country are usually non-refundable by ACE Accessories.
In some countries, you may be able to request a refund of duties from your local customs authority when you return goods – this is your responsibility and depends on local rules.
When sending goods back to us, please clearly mark the package as a “returned goods” to help minimise additional customs charges. If we are charged import duties or handling fees on a return due to incorrect labelling, we may deduct these amounts from your refund.

6. Processing your refund
Once we receive and inspect your returned items (where a return is required):

We will notify you by email that we have received your return and confirm whether your refund has been approved.
Where a refund is due, it will be processed to your original method of payment, unless we have expressly agreed an alternative with you.

6.1 Refund timeframe

We aim to process approved refunds within 14 days of receiving the returned goods, or, where a refund is due without requiring a return, within 14 days of agreeing the refund.
Your bank, card issuer or payment provider may take additional time to credit the funds back to your account; this is outside our control.

6.2 Deductions for use or damage
We may make deductions from refunds:

To reflect any loss in value of the goods caused by your handling them beyond what is necessary to establish their nature, characteristics and functioning.
For any non-returnable elements you have expressly agreed to (for example, personalised features) unless the item is faulty.

6.3 Shipping, duties and currency

For faulty or mis-described items, we will refund the price you paid for the goods plus the original standard delivery charge (if any), and where agreed, reasonable return shipping costs.
For change-of-mind or incorrect-order returns, we will normally refund only the price paid for the products (subject to any deductions), not the original delivery costs, customs duties or import taxes.
Refunds will be issued in the same currency as the original transaction. Any differences in the amount you receive due to exchange rate fluctuations or bank charges are outside our control.

7. Exchanges
In some cases, and subject to stock availability, we may offer to exchange a product (for example, for a different size or variant) instead of issuing a refund.

If the exchange is due to a fault or our error, we will cover any additional shipping costs for the replacement item (including reasonable international shipping where applicable).
If the exchange is due to a change of mind or incorrect size selection, you may be responsible for both return and re-delivery costs, including any applicable customs charges.

8. Business customers
If you are purchasing as a business customer (for example, a company or a trader buying for use in your business), the above rights for consumers may not apply in full. In particular:

The statutory cooling-off period may not apply to business-to-business contracts; and
Our liability for defects may be limited by our separate Business Terms and Conditions, except where such limitations are prohibited by law.

If you are unsure whether you are purchasing as a consumer or a business, please contact us before placing your order.
9. Changes to this policy
We may update this Refunds and Returns Policy from time to time, for example to reflect:

Changes in our business practices; or
Updates in relevant laws and regulatory guidance.

Any changes will be posted on this page with an updated “Last updated” date. The version in force at the time you place your order will apply to that order.
10. Contact us
If you have any questions about this Refunds and Returns Policy or your rights, please contact us:

Email: info@ace-accessories.co.uk
Telephone: 0208 249 7885