Refund Policy

This Refund & Returns Policy applies to all purchases made through Acase (“we”, “us”, or “our”). By placing an order on our website, you agree to the terms set out below. Nothing in this policy limits any mandatory consumer rights that may apply under the laws of your country.

Contact Information

Trade Name: Acase
Email: contact@acase.store
Phone: +447537181016
Address: UUS TN 1A-29, 30322, IDA-VIRUMAA, KOHTLA-JÄRVE, Estonia

1. Return and Cancellation Rights by Region

European Union (EU), European Economic Area (EEA), and United Kingdom (UK)

If your order is delivered to the EU, EEA, or the UK, you may have the right to cancel your purchase within 14 days of receiving the item, without giving any reason, provided the return meets the conditions described in this policy.

To exercise this right, please email contact@acase.store within 14 days of delivery and include your order numbertogether with a clear request to cancel or return the order.

All Other Countries

For orders delivered outside the EU, EEA, and UK, returns are offered as a customer support option and may be accepted or declined where permitted by applicable law. If approved, the return must meet the eligibility requirements listed below and be requested within the timeframe stated in this policy.

2. Standard Return Window for Non-EU/EEA/UK Orders

For customers outside the EU, EEA, and UK, return requests must be submitted within 7 days from the confirmed delivery date shown by the tracking information.

Requests received after this period may be declined where permitted by law.

3. Return Eligibility

To qualify for a return, the item must:

be unused, unworn, and in the same condition in which it was delivered;
include the original packaging and any accessories that came with it, where applicable;
be supported by valid proof of purchase, such as an order number or receipt.

Returns that are sent without prior approval, or that do not meet these conditions, may be refused or may not qualify for a refund where permitted by law.

4. Non-Returnable Items

Where allowed by law, we may not accept returns for:

items marked as Final Sale, Clearance, or otherwise noted as Non-Returnable;
gift cards;
free promotional items;
products showing signs of use, damage after delivery, or missing packaging or accessories.

If your local consumer protection laws provide you with additional rights, those rights will continue to apply.

5. How to Request a Return

To request a return, please email contact@acase.store and include:

your order number;
the item or items you want to return;
the reason for the return, if you wish to provide it;
photos, if the item is damaged, defective, or incorrect.

If your request is approved, we will send you the return instructions, including the correct return address.

Please do not send any item back without prior authorization, as unauthorized returns may not be accepted.

6. Return Shipping Costs

EU/EEA and UK Cooling-Off Returns

For returns made under the 14-day cooling-off right, the customer is generally responsible for return shipping costs unless the item is defective, damaged, incorrect, or unless we state otherwise.

Orders Outside the EU/EEA and UK

For discretionary returns outside these regions, return shipping costs are the responsibility of the customer unless the return is caused by our error, such as sending the wrong item or a defective product.

We strongly recommend using a tracked shipping service for all returns. We are not responsible for return parcels that are lost, delayed, or untraceable without proof of shipment.

7. Damaged, Defective, or Incorrect Items

Please inspect your order as soon as it is delivered.

If you receive an item that is damaged, defective, or incorrect, contact us within 48 hours of delivery and include clear photos of:

the item itself;
the packaging;
the damage or issue.

Once the problem is reviewed and confirmed, we will offer an appropriate resolution depending on the circumstances. This may include a replacement, partial refund, or full refund, subject to availability and applicable law.

8. Exchanges

We do not offer direct exchanges as a standard procedure.

If you would like a different item, the fastest option is to request a return, if eligible, and place a new order separately.

9. Refunds

After we receive and inspect the returned item, we will notify you by email whether your refund has been approved or declined.

If approved:

the refund will be sent to your original payment method;
refunds are usually processed within 10 business days after approval;
your bank or payment provider may need additional time to post the refund to your account.

If more than 15 business days have passed since your refund was approved and you still have not received it, please contact us at contact@acase.store.