Refund Policy

1. Order Cancellation

Within 24 Hours of Ordering

If customers want to cancel your order after placing it on acemagic.com, please contact the ACEMAGIC official store via email within 24 hours. Please note that we will not be able to process cancellations if the order has already been shipped. We apologize for any inconvenience this may cause.

Before Processing Time

The time from when the consumer places an order to when the merchant processes the order: 48 hours. If the consumer cancels the order before the delivery time and within the time specified by the website for canceling the order, the order can be canceled.

2. Process for Returns

Conditions for Returns

• Undamaged products may be returned for a full refund for any reason within 30 days of the date of purchase.
• Returns must include all accessories and original packaging.
• For warranty claims involving non-quality issues or orders signed for more than 30 days, the buyer is responsible for the return shipping costs.
• Returns may be rejected if items do not meet the above requirements.

Steps to Return an Item

1. Contact Customer Service
   Please first send an email to the customer service team to explain the specific situation, and we will assist with online troubleshooting.
2.  Obtain Return Authorization and Address
   If the product issue cannot be resolved online, we will provide you with detailed return instructions via email.
3.  Return the Product
   Carrier Restriction: We only accept returns shipped via Royal Mail. Any loss or non-delivery caused by using other logistics channels shall be borne by the customer.
   Shipping Cost Coverage: If the return is due to a non-human-caused quality issue and the item was received within 30 days, ACEMAGIC will cover the return shipping cost. Please prepay the shipping when sending the item back, and we will reimburse the cost based on valid proof when processing your refund.
   Signature Requirement: When shipping, please ensure you select the "Signature Required" or "Personal Collection" service to avoid undocumented delivery.
   Full Tracking: Keep the shipping label and track the package status in real-time. Contact customer service immediately if any logistics abnormalities occur.
   Evidence Retention: Take photos or videos of the returned item before shipping, clearly recording the item's condition and packaging process to serve as proof for claims in case of loss or damage.

Refund Processing Time

Once the item arrives at our warehouse, please allow two weeks for us to review your package. If the item is confirmed to be correct, we will issue a refund or exchange. The refund will be issued in the same manner as your initial order.   

3. Exchange Policy

Conditions for Exchange

Within 30 days of the date of purchase from the acemagic.com website, ONLY items of equal or lower value are eligible for returns for exchange. No returns will be accepted without a Returns Authorization number (RA#).

Exchange Process

• All returned goods must be brand-new, unopened, and in their original packing; the buyer is responsible for return shipping expenses.
• Items that have been used for any length of time cannot be returned to Acemagic.
• If the return is caused by the consumer, the consumer should be responsible for the shipping fee.

4. Refund Process

Once we receive your return or exchange, please allow 3 to 5 business days for processing.

Processing Time for Refunds

• Paypal account: about 48 hours
• Credit card: between 7 to 14 business days

Not Covered Under Refund

• Products that have been misplaced or stolen
• Products that have passed their warranty period
• Products with no quality problems (30 days after purchase)
• Products received for free
• Products damaged by improper operation (e.g., drops, extreme temperatures, water, and improper usage)

5. Contact Information

To inquire about the return address, please contact customer service at the following email address: service@acemagic.com