Returns & Refund Policy

Returns Policy

In the event that you are not satisfied with your purchase, We will be happy to issue a refund for any product returned in its original packaging and in pristine condition within a 30-day time-frame. 

We can only accept the return of opened items if they are faulty.

All we ask is that you get in touch with us at acense@hotmail.com within 30 days of your purchase and state the reason for return.

We regret that the return delivery charge is not refundable in the instance that the customer has simply changed their mind about the product.

In the unlikely event that you have been sent the wrong product, we will refund the return postage back to you. Please send the product(s) back to us and we will dispatch the correct product and credit the postage for you. 

Unfortunately, we are unable to honour any refunds outside of our 30-day policy.

Damaged Goods
In the unlikely event that your goods have arrived damaged, please report this on the same day of receipt to allow us to claim against our couriers. Please email  acense@hotmail.com and provide photographic evidence to support your claim. Damaged items or parts will be replaced by us at no extra cost to you.

Faulty Goods
We have a dedicated Quality control Team to ensure that all goods are checked before dispatch. However, if for any reason the product you have received is faulty please let us know as soon as possible at acense@hotmail.com and we will send out a replacement to you promptly. We will also issue a credit for the postage of the faulty goods back to us. 

All goods should be returned (in suitable packaging if not the original) to:

ACENSE

Unit 1B, 142 Johnson Street, Southall, Middlesex, UB2 5FD, United Kingdom

Complaints Policy
All complaints and disputes should be addressed to acense@hotmail.com , a response will be sent to you within 48 hours and will advise you on the course of action being taken to resolve the issue at question.

Refund Policy
Kindly note, once a refund has been approved, the funds will process by the original payment method and can take 3-5 business days to appear in the customer’s account.

Privacy Policy
As stated on the website.

Our liability

'This policy is offered in addition to your legal rights'.

In the event of any unforeseen circumstances (i.e., a breakdown, traffic accident, major traffic delays, or severe weather) we will do our best to contact you to rearrange an alternative delivery timeslot or date. We will not be responsible for any losses (including loss of revenue, profits, anticipated savings, goodwill, or business opportunity, for any injury to your reputation) incurred due to a delay in delivery arising out of any cause beyond our control.

For purchases as a consumer, these general terms and conditions and the returns policy will not affect your rights under law which cannot be otherwise excluded. 

Waiver
Should these terms and conditions or the returns policy be breached and no action is taken on our end, we will still be entitled to use our rights and remedies in any other situation where you breach these terms and conditions or returns policy.