Politique de remboursement

Return and Refund

Acenew is obligated to provide the return service to all customers. The return service is currently available to the country of purchase.
If the item is purchased from the Acenew official store, the authority to request return or refund is permitted.
If the item is purchased from distributors of Acenew, may follow the distributor policies. Please contact your distributor for further information.
Return and refund policies may vary according to local laws and regulations.

Order Cancellation

Customers can request an order cancellation within 48 hours after placing an order by email or phone with the Acenew official store. 
However, if the product has already been shipped, a $25 intercept fee will be charged.
Please note that a transaction fee may be charged based on the payment channels after the product has been shipped.

Lost / Damaged Products Received

• If the product was not delivered or lost, please immediately contact us.
• If the product you received was damaged, or if you receive an incorrect or incomplete product, please immediately contact us with proof of videos and/or pictures.

30-Days Money-Back Guarantee 

• Within 30 days of the purchase, if you are unsatisfied without quality issues, you have the authorization to refund after return the items complete, unused and in the original package. However, you are responsible for the double shipping cost with two options below:

1. RMA provided by Acenew Customer Service

Once the item is received at Acenew warehouse and the validity is confirmed, the shipping cost for return will be deducted from the refund.

     2.Self-paid Return

Please contact Acenew Customer Service to get return details.

• If 30 days have passed since the purchase, full refund cannot be offered.
• Double shipping fee will be deducted from the original payment if you reject the shipments.

NOTE: For products that have been used, we reserve the rights to refuse the return.

Return Process

• Please contact Acenew Service for assistance to proceed the return process with proof of purchase provided and merchandise authorization (RMA) number for return.
• Please follow the instructions guided by Acenew service on how to properly pack and return the product safely.

Refund 

• For Non-quality issues, refund is provided following the “30 Days Money-Back Guarantee ”.
• For quality issues, partial refund may be provided according to the usage time of the device after 30 days of the purchase.
• Refund will be processed within 14 business days after the product is returned to Acenew warehouse with a refund notification to customer email address.

Note: Please contact us if the refund is not received within 14 business days.

Contact us: 

Email: support@acenew.com

* Acenew may reserve the right for the modify and final explanation.