Refund policy

RETURNS FROM ORDERS TO A USA DELIVERY ADDRESS

We hope you will be completely delighted with your order. However, if for any reason you are not, we are happy to offer an exchange or replacement as long as you return it to us within 14 working days, unopened, unused and in its original condition. We will also accept returns and refund you, but this is subject to a $25 re-stocking charge. Please note that if you refuse delivery when the courier delivers your parcel, you will be liable for the re-stocking charge. We reserve the right to refuse an exchange or refund if items are non-saleable.

If you wish to make a return, please email contact@acskingroup.com and we will tell you how.

Items returned can take up to 14 working days to process. For refunds, we will reimburse you using your original payment method. You need to complete the Returns Form included with your Invoice with the details of the products you are returning and enclose the note with your returned parcel. In order for us to further develop our products and services, please give a reason why the products are not suitable and whether you require an exchange or refund. Please always include a convenient telephone number and your email address in case we need to contact you regarding your return.

If you no longer have your Returns Form, please include a cover letter with your name, address, Order Number, a convenient telephone number and email address in case we need to contact you regarding your return. Please also include the reason for the return and whether you would like an exchange or refund. Please ensure your parcel is sent by a trackable international courier. We are responsible for your parcel only once it has been received in our warehouse. Items lost in transit will not be treated as returned. Make sure your items are securely wrapped.

Once we have processed your return, our Returns Department will contact you by email. Please be aware that it can take 3 to 5 working days after we have processed a refund payment for it to appear on your credit card statement. If, after sending your parcel back, you have not been contacted by us, please kindly contact us at contact@acskingroup.com so we can further investigate.

FAQ

What if the item is faulty?

We are always very disappointed on the rare occasions our customers receive a faulty item. If you have identified the fault within 30 days of purchase, then we will replace the product free of charge. Make sure you let us know about the fault so we can ensure other items are not affected. We will refund any postage on a faulty item and ensure you are reimbursed for recorded delivery postage. If it is more convenient for you, we can arrange to have the faulty item collected free of charge within the UK mainland.

Can I return an item I received as a gift?

An item that was received as a gift can be returned for an exchange or gift card, provided you have a gift receipt as your proof of purchase. Refunds can only be made to the original credit or debit card on which the gift was purchased.

How long will it take to respond to my customer query?

We will respond within 2 working days and aim to resolve all issues within 14 working days.