Refund policy

AceOn Group Return Policy

At AceOn, your satisfaction is our priority. If you're not happy with your purchase, we have a simple return policy to ensure a hassle-free process.

14-Day Return Policy

You have 14 days after receiving your item to request a return. To be eligible, your item must be in the same condition that you received it, unused, and in its original packaging. You’ll also need the receipt or proof of purchase.

Unwanted Goods & Incorrectly Ordered Goods

Your Obligations

If you receive your order and decide you do not want to keep it, you can return it to us for a refund, providing the following conditions are met:

  1. Notification Period: You have 14 days from the receipt of your order to inform us that you wish to return it.
  2. Return Period: After notifying us, you have a further 14 days in which to return it to us.
  3. Condition of Returned Items: All returned items must be in a fully sellable condition. For batteries, chargers, and torches, this means unopened, in the original packaging, with no damage to the batteries or packaging.
  4. Responsibility for Return: It is your responsibility to ensure that we receive the items. We recommend using a tracked service, and proof of postage is not acceptable.
  5. Return Shipping Costs: AceOn Group does not offer free returns for unwanted and incorrectly ordered items due to the high cost of shipping our products. You are responsible for the cost of returning the unwanted items to us.
  6. Legal Restrictions on Shipping Lithium Batteries: Please note that it is illegal to send lithium batteries using Royal Mail. We can recommend a cost-effective courier for the return of batteries containing lithium. Please always double-check you are ordering the correct product.

Our Obligations

  1. Inspection and Refund: Upon receipt of your returned order, it will be checked to ensure it is in a sellable condition.
  2. Refund Processing Time: We will refund your order within 14 working days of receipt. Typically, refunds are processed within 1 - 2 working days. It can take a few days after issuing a refund for it to appear on your card statement. PayPal refunds will appear immediately.
  3. Shipping Refunds: If you have chosen a premium shipping method, we will only refund for the standard shipping method available with your order.

Faulty Items, Damaged Items & Items Not As Described

Your Obligations

If you have received a faulty or damaged item, or an item which is not as described, you may return it to us at our expense for a full refund.

  1. Notification Period: You have 14 days from the receipt of your faulty, damaged, or not as described order to inform us of a problem with it.
  2. Photo Documentation: We may ask you to take a photo of the faulty or damaged item to help us diagnose the problem or understand what happened.
  3. Return Instructions: After notifying us, we will send you instructions on how to return your item. This will include a returns label or arranging a courier to collect the item at a convenient time. It is important you are available when the courier calls, or if we provide you with a label, you need to return the items promptly.
  4. Return Period: The maximum period allowed for this return is 14 days.
  5. Return Requirement: Please note that if we do not receive the return of your faulty, damaged, or not as described item, we will not be able to refund you. Even though it is unusable, we still need it back.

Our Obligations

  1. Inspection and Refund: Upon receipt of your faulty, damaged, or not as described order, we will refund you in full.
  2. Refund Processing Time: We will refund your order within 14 working days of receipt. Typically, refunds are processed within 1 - 2 working days. It can take a few days after issuing a refund for it to appear on your card statement. PayPal refunds will appear immediately.

How to Start a Return

To initiate a return, contact us at info@aceongroup.com with your order details. Once your return is approved, we’ll provide instructions on how to send your package back. Items sent back to us without prior approval will not be accepted.

Return Address:

AceOn Group
Unit 9b, Stafford Park 12
Telford, Shropshire, TF3 3BJ
England

Damages and Issues

Please inspect your order upon arrival and notify us immediately if the item is defective, damaged, or if you receive the wrong item. We will evaluate the issue and make it right.

Non-returnable Items

Certain items cannot be returned, including items damaged due to misuse. For any questions about specific items, please contact us.

Exchanges

The quickest way to ensure you get what you want is to return the item you have. Once the return is accepted, make a separate purchase for the new item.

Refunds

Once we’ve received and inspected your return, we’ll notify you of the approval or rejection of your refund. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Remember, it may take some time for your bank or credit card company to process and post the refund.

If more than 15 business days have passed since we approved your return, please contact us at info@aceongroup.com.