Cancel, Order changes & Price protection policy
We have a 2-day return policy, which means you have 2 days after receiving your item to request a return. Please note that only products shipped to locations within the United States, Australia, and Europe can be returned to our local warehouses. Unfortunately, due to the high expense of global shipping, we cannot accept returns outside of these 3 regions.
To be eligible for a return, your item must be in the same condition that you received it, unused, with tags, and in sealed original packaging. You’ll also need the receipt or proof of purchase.
For returns unrelated to product quality issues, we will charge both the round-trip shipping cost plus a 20% Processing fee of the total order amount.
Damages and issues
Please inspect your order upon receipt and contact us immediately if the item is defective, or damaged, or if you have received the wrong item so that we can evaluate the issue and make it right. If the item you received is damaged or you received the wrong item due to our mistakes, Acedeck will cover the shipping cost for the return and send the correct item to you again.
Issue a return
To start a return, you can contact us at service@acedeckboards.com. Please include the following information when you request a return & refund:
1) Order Number,
2) Number of returns, product name, and serial numbers,
3) reason for return,
4) video and photos indicating the product is in unused condition and in full packaging.
Our customer service team will process your request within 2-5 working days of receiving your email. If your return is accepted, we’ll then send you a unique RA (Return Authorization) number, as well as instructions on how and where to send your package.
Once you have received the RA number please pack the items and ship to the location as instructed in our email, within 7 days. If the return was not triggered by a faulty or misdescribed item, you will be responsible for the costs of returning the goods to us. All return packages to our local warehouses would have to be pre-paid by the customer. Please ensure the RA number is indicated on the external packaging, as any package without an RA number will be returned to its sender at its own expense. Items sent back to us without first requesting a return will not be accepted.
Once our warehouse receives the return and completes the full inspection, to conclude that your returned item is in the condition we expected, we will issue the full refund of your order in 2 working days, excluding delivery costs, customs duties, tax, or any cost associated with processing the returns.
You can always contact us for any return-related questions at service@acedeckboards.com.
Acedeck will not accept returns on any of the following conditions, items will be returned to their senders at their own expense.
- Return requested after 7 days of receiving the item.
- Return issued outside of the locations listed in our return policy.
- Customers fail to ship the product 7 days after the RA number is issued by our customer service team.
- Customers can not provide a valid receipt or proof of purchase.
- Product Label, Product Serial Number, Waterproof Label, or any unique product identification label being damaged or tampered with
Exceptions / non-returnable items
Certain types of items cannot be returned and exchanged, like customized products (such as all accessories, special orders or personalized items).
For DIY riders, it's essential to assess the compatibility of purchased parts with your custom boards. Returns or exchanges are only available for product quality concerns. For quality issues, we can only provide component replacements or repairs, returns are not available. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
For returns unrelated to product quality issues, we will charge both the round-trip shipping cost plus a 20% Processing fee of the total order amount.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded via your original payment method. Please remember, it can take some time for your bank, credit card company, or PayPal to process the refund too.
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Cancel an order
You can cancel your order to receive a refund if the product has not been shipped. 5%(Processing fee) of the total order amount will be charged for canceling the order.
If your product has already been shipped and is in transit, we will charge the round-trip shipping cost plus a 20% Processing fee of the total order amount.
How can I change the shipping address on my order?
Should you want to change your address, you can do so before dispatch at no charge.
If your board has already left our warehouse, you may be charged a redirection fee as determined by the courier. In most cases, the redirection cannot be guaranteed so we highly recommend taking extra care when entering your address the first time.
Please contact us via email at service@acedeckboards.com or Live chat as soon as possible if you need to change your address.
Change order
Others
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Price protection policy
We provide our customers with a 7-day price guarantee service. If there is a price change within 7 days, you can contact us to refund the price difference.
ACEDECK RESERVES ALL RIGHTS FOR THE FINAL EXPLANATION.
