Refund policy

At acepromu.shop, we want you to feel confident when shopping with us. This Return & Refund Policy explains your rights and the process for returning dresses purchased through acepromu.shop.

This Policy applies to consumer purchases made through acepromu.shop. Nothing in this Policy affects, limits, or excludes any statutory rights you may have under applicable United Kingdom consumer law.

1. Your Right to Cancel an Online Order

If you are a consumer in the United Kingdom, you normally have the legal right to cancel an online purchase without giving a reason.

You may cancel your order from the date it is placed until 14 calendar days after the day on which you, or a person nominated by you, receive the dress. If your order is delivered in separate parcels, the 14-day cancellation period begins on the day after you receive the final item in the order.

To exercise your right to cancel, please send a clear cancellation request by email to info@acepromu.shop. Please include your full name, the email address used for the order, and your order number so that we can identify your purchase promptly.

You do not need to provide a reason for cancelling an eligible order.

Once you have informed us that you wish to cancel, you must return the dress within 14 calendar days of sending your cancellation notice.

2. How to Request a Return

Before sending a return, please contact us at info@acepromu.shop with the subject line “Return Request” or “Cancellation Request”.

Please include:

• Your full name

• Your order number

• The email address used when placing the order

• The name or description of the dress you wish to return

• Whether the item is being returned because you changed your mind, because it is faulty, damaged, incorrect, or not as described

We will provide return instructions and the correct return address by email. Please do not send your item to an address shown on a courier label or to any address other than the one provided in our return instructions.

Contacting us for return instructions does not affect your legal right to cancel. A clear email stating that you wish to cancel your order is sufficient to notify us of your cancellation.

3. Condition of Returned Dresses

You are entitled to inspect and try on a dress in the same way you would in a physical shop. We understand that you may need to check the fit, style, colour, fabric, and general appearance of the item before deciding whether to keep it.

For a change-of-mind return, please take reasonable care of the dress while it is in your possession. To help ensure that your refund is processed in full, returned dresses should be sent back in a clean and saleable condition, with any original tags, labels, accessories, and packaging where reasonably possible.

Please do not wear a dress outside, wash it, alter it, repair it, apply perfume or cosmetics while wearing it, or otherwise use it beyond what is necessary to inspect and try it on.

If a returned dress has been handled beyond what is reasonably necessary and this has reduced its value, acepromu.shop may make a reasonable deduction from the refund to reflect the loss in value. This may include situations where an item has been worn beyond a simple fitting, washed, damaged, altered, stained, scented, or returned with missing components that reduce its resale value.

4. Return Postage Costs

If you are returning a dress because you have changed your mind, you are responsible for the direct cost of returning the item to us.

We recommend using a tracked and insured postal service and keeping your proof of postage until your refund has been completed. You are responsible for ensuring that the return is packaged securely and sent to the return address provided by acepromu.shop.

If a dress is faulty, damaged on arrival, incorrect, or materially different from its description, acepromu.shop will cover reasonable return postage costs or provide appropriate return arrangements. Please contact us before returning the item so that we can assist you with the correct process.

5. Refunds for Change-of-Mind Returns

For eligible cancellations made within the 14-day cancellation period, we will refund the amount paid for the returned dress.

Where applicable, we will also refund the cost of the standard delivery service paid for your order. If you selected a delivery method that cost more than our standard delivery option, we are only required to refund the cost of the standard delivery service.

We do not charge a restocking fee for eligible returns.

Refunds will be made using the original payment method unless we agree otherwise with you. We will process the refund without undue delay and no later than 14 calendar days after we receive the returned dress or receive satisfactory evidence that you have sent it back, whichever happens first.

If you used a discount code or promotional offer, your refund will be based on the amount actually paid for the returned item.

6. Faulty, Damaged, Incorrect, or Misdescribed Dresses

We take product quality seriously. If your dress arrives damaged, faulty, incorrect, incomplete, or not as described on our website, please contact us as soon as possible at info@acepromu.shop.

Please include your order number, a description of the issue, and clear photographs where available. Photographs are helpful for us to assess the issue quickly, but they do not remove or reduce your statutory consumer rights.

If a dress is faulty, not as described, or does not meet the required standard, you may be entitled to a repair, replacement, price reduction, or refund, depending on the circumstances and the time since delivery.

If you notify us of a fault within 30 days of receiving the dress, you may have a short-term right to reject the item and receive a full refund. Where a fault is reported after this period, we will assess the matter in accordance with your statutory rights and may offer a repair, replacement, partial refund, or full refund where appropriate.

For approved faulty, damaged, incorrect, or misdescribed item claims, we will refund the cost of the dress and any applicable original delivery charge. We will also reimburse reasonable return postage costs or provide suitable return instructions.

This section does not cover damage caused after delivery through misuse, accidental damage, unauthorised alterations, improper washing, failure to follow care instructions, or normal wear and tear. However, your statutory rights remain protected where a fault was present at the time of delivery.

7. Exchanges

If you would like to exchange a dress for another size, colour, or style, please contact us at info@acepromu.shop before returning the item.

Exchanges are subject to stock availability and may not always be possible. If the requested replacement is unavailable, you may return the eligible dress for a refund in accordance with this Policy and place a new order through acepromu.shop.

8. Cancelling an Order Before Dispatch

If you wish to cancel an order before it has been dispatched, please email info@acepromu.shop as soon as possible.

We will make every reasonable effort to cancel the order before dispatch. If the order has already been processed or dispatched, you may still use your legal right to cancel and return the dress in accordance with this Policy.

9. Items That May Be Excluded From Change-of-Mind Cancellation

Most standard dresses sold on acepromu.shop can be returned under the 14-day cancellation right.

However, the right to cancel may not apply to dresses that are made to your specifications, clearly personalised, or otherwise exempt from cancellation under applicable law. If an item is made to order or personalised, this will be clearly stated on the relevant product page before you place your order.

Your rights in relation to faulty, damaged, incorrect, or misdescribed goods are not affected by any change-of-mind cancellation exception.

10. Sale and Promotional Items

Sale items, discounted dresses, and items purchased using a promotional code have the same statutory rights as full-price items.

A discounted price does not remove your right to cancel an eligible online purchase or your right to seek a remedy if an item is faulty, damaged, incorrect, or not as described.

11. Late, Lost, or Missing Returns

Please retain your proof of postage and tracking information until your refund has been completed.

If a return is lost in transit before it reaches the return address provided by acepromu.shop, please contact the delivery service used and provide us with any tracking or proof-of-postage information available. We will review the situation and assist where reasonably possible.

12. Contact Us

If you have any questions about a return, refund, cancellation, exchange, damaged item, or incorrect order, please contact us at:

acepromu.shop
info@acepromu.shop

We aim to respond as quickly as possible and to resolve return and refund requests fairly, clearly, and in accordance with your legal rights.