Returns & Refunds

Last updated: November 3, 2026

We love our products, and we hope you love them too!

But let's be honest: love isn't always at first sight. Sometimes something doesn't quite fit your space, isn't what you imagined, or simply isn't the right match.

No hard feelings! Here's how we handle returns, refunds and the occasional change of heart.

1. Our 14-Day Return Window

Changed your mind? No problem.

You have 14 days from the date your order is delivered to contact us and request a return for eligible products.

For a standard change-of-mind return, your item must:

Be unused and in its original condition.
Be free from signs of use, installation or damage.
Include all original parts, accessories and hardware.
Be carefully repacked into its original packaging, returned to its original state as closely as possible.

We want to make sure returned products can be safely handled and assessed.

Opened but unused products may be considered on a case-by-case basis, provided they meet the conditions above.

Products that have been used, assembled, installed or damaged after delivery do not qualify for a change-of-mind return.

2. How to Request a Return

Getting started is simple.

Just contact our customer support team within 14 days of receiving your order and include:

Your order number.
The product you'd like to return.
A brief explanation of why you'd like to return it.
Photos of the product, where helpful.

We'll review your request and let you know whether the return can be accepted, along with the next steps.

Please wait for our approval and return instructions before sending anything back. This helps us make sure your return reaches the right place and can be properly processed.

3. Return Shipping Costs

For change-of-mind returns, customers are responsible for the cost of return shipping.

This means you'll need to arrange and pay for the shipment back to the designated return address.

As our products come in different shapes and sizes, return shipping costs can vary depending on the item, its dimensions and your location.

We'll provide the appropriate return instructions once your request has been reviewed.

Please note that original delivery charges, where applicable, are not refundable for change-of-mind returns, where permitted by law.

4. What If Something Isn't Quite Right?

Sometimes things don't arrive as expected. And when that happens, we'll do our best to put things right.

If you receive a product that is damaged, broken, defective, incorrect or missing components, please contact us as soon as possible.

To help us understand what happened, please include:

Your order number.
A description of the issue.
Clear photographs or videos showing the problem.
Photographs of the original packaging and shipping label, where available.

Once we've reviewed the details, we'll look into the appropriate solution.

Depending on the circumstances, this may include:

A replacement product.
Replacement parts or missing accessories.
A refund.
Another suitable resolution.

In some cases, we may ask you to return the affected product before a replacement or refund can be arranged. If a return is needed for a confirmed damaged, defective or incorrectly supplied item, we'll provide the relevant return arrangements.

We'll handle these situations individually and keep you informed along the way.

5. What If My Order Hasn't Arrived?

Waiting for a parcel that doesn't seem to be moving can be frustrating. We understand.

If your tracking information hasn't updated for more than 10 business days after the shipping label was created, please get in touch.

We'll investigate with our fulfilment and delivery partners to understand what's happening.

Depending on the circumstances and the information available, we may arrange a replacement or refund.

Please note that major holidays, severe weather and other exceptional circumstances may affect shipping and investigation timeframes.

6. My Parcel Says Delivered, But I Haven't Received It!

First things first: don't panic.

We recommend checking around your property, asking household members or neighbours, and reviewing any delivery instructions or carrier updates.

If you still can't locate your parcel, contact us and we'll investigate with the delivery partner.

Where possible, we'll review the delivery confirmation and any available information to establish what happened.

The outcome will depend on the findings of the investigation and the circumstances of the delivery.

7. Order Cancellations

Changed your mind before your order has shipped?

Please keep in mind that cancellation requests depend on the fulfilment stage of your order. Once an order has entered the shipping process, we may no longer be able to stop it.

If cancellation isn't possible, you can refer to our standard returns process once the order has arrived, where eligible.

8. Refunds & Processing Times

Once a return has been received, where required, we'll review its condition and confirm the outcome.

If your refund is approved, it will be issued to your original payment method.

We aim to initiate approved refunds within 5–10 business days after the returned product has been received and assessed, where applicable.

Please remember that banks and payment providers may need additional time to process the funds and display them in your account.

We'll keep you updated if anything else is needed along the way.

9. A Few Things Worth Knowing

Every product is a little different, and so are some return situations.

Certain products, including personalized or custom-made items, may not be eligible for change-of-mind returns, where permitted by applicable law.

Likewise, products that have been used, installed or damaged after delivery do not qualify for a standard change-of-mind return.

Where a product has a specific return restriction, we'll make reasonable efforts to communicate this before purchase.

Nothing in this policy limits any consumer rights or remedies available to you under applicable law.

10. We're Here to Help

Not sure whether your product qualifies for a return? Have a question about a refund or replacement?

Just drop us a message. We'd much rather help you find a solution than leave you wondering what to do next.

Acasora Customer Support

Email: acasora.store@gmail.com

Website: https://acasora.store

Thank you for shopping with Acasora. We truly appreciate having you here!