Refund policy

Return, Refund & Exchange Policy

At ASCAPA, we want you to be completely satisfied with your purchase. If for any reason you are not satisfied, this Return, Refund & Exchange Policy sets out your rights and the process for returning products, obtaining refunds, and arranging exchanges.

Returns Accepted

We accept returns for both defective and non-defective products. Whether your item has a fault or you have simply changed your mind, we are here to help.

  • Defective Products: Returns are accepted for products that are damaged, faulty, or not as described.

  • Non-Defective Products: Returns are accepted for products you have changed your mind about or no longer wish to keep.

30-Day Return Window

You have 30 days from the date of delivery to initiate a return. This means you have 30 days from when you receive your order to notify us that you wish to return an item and to arrange for it to be sent back to us.

Returns submitted after the 30-day period may not be accepted, and we reserve the right to refuse returns received outside this window.

Product Condition

Returned products must be in new condition. This means:

  • Items must be unused and unwashed

  • All original tags, labels, and packaging must be intact

  • Items must be in the same condition as when you received them

  • All accessories, manuals, and components must be included

We reserve the right to refuse returns for items that do not meet these condition requirements. If a returned item is not in new condition, we may deduct an amount from your refund to reflect the diminished value of the item.

Return Method

All returns must be made by mail. Please contact our customer support team to initiate the return process, and we will provide you with the necessary instructions and the correct return address.

You are responsible for ensuring that returned items are packaged securely to prevent damage during transit.

Return Label

When your return is approved, we will provide you with a return label that you can download and print. This label is for your convenience and ensures that your return is directed to the correct address.

Return Label Cost: Free of charge

We do not charge you for the return label. The cost of the return label is covered by ASCAPA.

Restocking Fee

There is no restocking fee for returned items. We do not deduct any restocking fees from your refund.

Exchanges

We accept exchanges. If you would like to exchange a product for a different item, please contact our customer support team to arrange an exchange.

Exchange requests are subject to product availability. If the item you wish to exchange for is unavailable, we will offer you a refund or suggest an alternative.

The return window, product condition requirements, and return method described above also apply to exchanges.

Inspection of Returned Products

Once we receive your returned item, we will inspect it to confirm that it meets the condition requirements. This inspection typically takes 1–2 business days from receipt of the returned package.

If the item meets our return conditions, we will proceed with your refund or exchange as requested.

If the item does not meet the conditions, we will contact you to discuss the outcome.

Refund Processing Time

After we have received and approved your returned item, we will process your refund.

Refund Processing: Within 7 days after the returned item has been received and approved.

Once processed, refunds will be issued to the original payment method used for the purchase. Please note that it may take additional time for the refund to appear in your account, depending on your bank or payment provider.

How to Request a Return

To request a return or exchange, please follow these steps:

  1. Contact our customer support team at support@ascapa.shop or call +44 7446 371844

  2. Provide your order number, the item(s) you wish to return, and the reason for the return

  3. Our team will guide you through the return process and provide you with a return label

  4. Package your item(s) securely and attach the provided return label

  5. Send your item(s) back to us by mail

We recommend that you obtain proof of postage when returning items, as we cannot be held responsible for items lost in transit.

Customer Support

If you have any questions about returns, refunds, or exchanges, please contact us:

Email: support@ascapa.shop
Phone: +44 7446 371844

Support Hours: Monday – Friday, 9:00 AM – 5:00 PM (GMT)
Response Time: Within 24 hours