Refund and Returns Policy of AceHato

Effective Date: December 31, 2024

At AceHato, we are committed to providing high-quality products that meet your expectations. If you are not satisfied with your purchase, we offer a comprehensive refund and return policy to ensure a seamless experience. Please read the following details carefully to understand our return and refund procedures.

1. Returns Policy

We accept returns for most products within 30 days of the delivery date. To qualify for a return, the item must meet the following criteria:

  • Condition: The item must be unused, in new condition, and with all original packaging, including tags, manuals, and accessories. Items that show signs of use, damage, or wear cannot be returned.
  • Return Authorization: You must contact us to initiate a return. To start the process, email us at info@acehato.com or call us at (410) 741-0197. We will provide you with return instructions and an authorization number if necessary.
  • Return Shipping: You are responsible for return shipping costs unless the return is due to a defective or incorrect product received. We recommend using a trackable shipping service or purchasing shipping insurance for returns, as we cannot guarantee that we will receive your returned item.

Exceptions: Certain products, such as personalized items, clearance, or discounted merchandise, may not be eligible for return. This will be specified on the product page or during the checkout process.

2. Refunds Policy

Once we receive and inspect your returned item, we will process your refund. You will be notified by email once your return is received, and your refund will be issued within 7-10 business days.

  • Refund Method: Refunds will be issued to the original payment method used for the purchase. If you paid by credit card, the refund will be credited to the same card.
  • Partial Refunds: In some cases, such as items returned with missing parts or packaging, a partial refund may be issued.
  • Non-refundable Items: Some items may be non-refundable, including:
    • Items marked as “Final Sale”
    • Custom or personalized products
    • Gift cards

3. Exchanges

If you wish to exchange an item for a different size, color, or model, please return the original item following the process outlined above, and place a new order for the desired item. We do not offer direct exchanges, but we can assist with the return process and guide you through the new order.

4. Damaged or Defective Items

If your product arrives damaged or defective, please contact us within 7 days of receiving your order. We will either send you a replacement or issue a full refund. Please provide clear photos of the damage or defect and any other relevant information when contacting us.

  • How to Report a Damaged Item:
    • Contact us at info@acehato.com or call (410) 741-0197.
    • Include your order number and photos of the damage or defect.
    • We will guide you on how to return the damaged item and send you a replacement or refund.

5. Non-returnable Products

  • Gift Cards: Gift cards are non-returnable and cannot be refunded.
  • Personalized or Custom Products: Items made to order, personalized, or customized for you cannot be returned or refunded unless there is a defect in the product.
  • Bicycles: Bicycles can be returned within 30 days as long as they are unused and in original condition. For bikes that have been assembled or used, we may charge a restocking fee.

6. How to Initiate a Return

To start the return process, please follow these steps:

  1. Contact Us: Email info@acehato.com or call (410) 741-0197 within 30 days of receiving your item. Please provide the following details:

    • Order number
    • Name and contact information
    • Reason for return
    • Photos of the product (if applicable, e.g., damaged or defective items)

  2. Return Authorization: We will provide you with a return authorization and any further instructions. You must include the return authorization number when sending the product back.

  3. Ship the Product: Once you have received return instructions, carefully pack the item, ensuring it is in the same condition as when you received it, along with all original packaging and accessories. Return the item to the address provided.

7. Late Returns

If more than 30 days have passed since your purchase, we may not be able to offer a refund or exchange. However, please contact us, and we will evaluate your case on an individual basis.

8. Customer Service

If you have any questions or concerns regarding our refund and returns policy, please do not hesitate to contact our customer support team:

  • Email: info@acehato.com
  • Phone: (410) 741-0197
  • Address: 1400 Marlboro Rd, Lothian, Maryland

Our customer service team is available Monday through Friday from 9:00 AM to 5:00 PM EST.

9. Policy Changes

We reserve the right to update or modify this Refund and Returns Policy at any time. Any changes will be posted on this page, and the effective date will be updated accordingly. We encourage you to review this policy periodically to stay informed of any updates.

This Refund and Returns Policy was last updated on December 31, 2024. By making a purchase on AceHato, you agree to the terms and conditions outlined in this policy.