Returns & refund policy
REFUND & RETURNS POLICY (PHYSICAL PRODUCTS)
Last Updated: November 1, 2025
OVERVIEW
We want you to be satisfied with your purchase.
This policy outlines the conditions under which returns and refunds are accepted for physical products purchased on www.ascendiagency.com
RETURN ELIGIBILITY
You may return an item if:
The return is requested within 14 days of delivery (EU & UK legal minimum)
The item is unused, unworn, and in original condition
The item is returned in its original packaging
NON-RETURNABLE ITEMS
The following items cannot be returned:
Items marked as Final Sale
Used, worn, or damaged items
Personalized or custom-made products
Items returned after the return window
RETURN PROCESS
Step 1 – Contact Us
Email us at: oceanealibert56@gmail.com
Include:
Order number
Reason for return
Photos if the item is damaged or incorrect
Step 2 – Return Instructions
We will provide return instructions within 48 business hours.
Step 3 – Return Shipment
Items must be shipped using a trackable method
Return shipping costs are the customer’s responsibility unless the item is defective or incorrect
REFUNDS
Processing
Returned items are inspected upon receipt
Refunds are processed within 7–10 business days after inspection
Refund Method
Refunds are issued to the original payment method
Bank processing times may vary
Non-Refundable Costs
Original shipping fees
Return shipping fees
Customs or import duties
DEFECTIVE OR INCORRECT ITEMS
If you receive a defective or incorrect item:
Contact us within 48 hours of delivery
Provide photos as evidence
We will offer:
A replacement at no cost
Or a full refund including original shipping
EXCHANGES
We do not offer direct exchanges.
To exchange an item:
Return the original item
Place a new order once the refund is issued
RIGHT OF WITHDRAWAL (EU & UK)
EU and UK customers benefit from a 14-day cooling-off period starting from delivery, in accordance with consumer protection laws.
DISPUTES & CHARGEBACKS
Customers are encouraged to contact us before initiating any chargeback.
Unresolved disputes may be handled according to payment provider procedures.
CUSTOMER SERVICE
Oceane Alibert
Email: oceanealibert56@gmail.com
Phone: +33 7 43 43 20 08
Response time: within 48 business hours.
UPDATES TO THIS POLICY
This policy may be updated at any time.
The latest version will always be available on www.ascendiagency.com