EXCHANGES & RETURNS
FREE RETURNS & FREE EXCHANGES
Customer satisfaction is always our top priority, and as such we handle each query on an individual basis to the best of our ability. While we hope that you are delighted with your order, if you are not perfectly satisfied with your goods we will happily offer you a full refund.
All returns should be sent back to us in their original packaging provided & original condition. Please ensure when returning the parcel that the ASCENO box is properly protected in the cardboard box provided.
If you are not happy with your purchase just return it to us, in its original and unworn condition, within 30 days of receipt and we will either send out replacement goods or refund you the purchase price.
WHAT TO DO WHEN RETURNING OR EXCHANGING:
Our return service is free of charge and if you wish to return an order please follow the below steps:
1. Email us on firstname.lastname@example.org and enter the order number and words "RETURN" or "EXCHANGE" in the subject heading. In the email please list what you are returning or exchanging. Please also confirm the collection address.
2. We will email you with a label for you to print and attach to the box and we will arrange a collection for the courier to collect the goods.
3. Parcels that are returned to us remain the customer’s responsibility and a refund will not be given until we have received them.
4. Before returning any goods to ASCENO, please complete the return slip that came with your order and include it with the items being sent back:
- Remember to indicate if you would rather exchange the goods or receive a refund. Please note that all refunds will be made to the credit card originally used.
- Select the reason for the exchange or return.
- State the preferred delivery address for your exchange.
- We always welcome feedback, so feel free to let us know your thoughts.
5. If goods are returned from outside UK/EU/EEA please mark the box ‘returned goods’. And please print out the commercial invoices we send you with the shipping label.
6. We can accept refunds or exchanges within 30 days of delivery.
7. Exchanged goods are sent out free of charge.
ASCENO will refund the cost of delivery if your order is incorrect or faulty. If the item was faulty when you receive it, please notify us within 14 days of receipt.
If you have any questions about returning goods, please contact us at email@example.com or ring us on +44 (0)203 620 6560. If you would like us to call you back, please provide us with a telephone number and we will call you within 1 working day.
SALE RETURN POLICY
For items bought online, our standard returns policy applies to both full-priced and sale items.
Our returns policy does not affect your statutory rights in any way.
Statutory Cancellation Rights
You have the right to cancel your order under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, if you are in the EU.
You may cancel your order within 28 days after the day on which you receive your Items.
If, for any reason, you wish to cancel your order before your Items have been despatched, you need to let us know. In order to do so, you will need to confirm in writing to firstname.lastname@example.org. If you cancel your order, we will reimburse all payments received from you, including the cost of delivery within 28 days (except for any supplementary costs arising if you choose a type of delivery other than the least expensive type of standard delivery offered by us).
If you wish to cancel after the Items have been despatched, then you need to let us know within 28 days after the day on which you receive your Items. You can notify us by email as identified above. Once we have received notification from you of your wish to cancel your order, you will then have a further 28 days to return your Items to us. You will have to bear the direct cost of returning the Items.