Refunds And Returns Policy

Refunds & Returns Policy

1. Our Promise

We want you to love your purchase!

If you’re not completely satisfied with your order, we’re happy to offer a refund or exchange in line with the policy below.

 

2. Returns Eligibility

To be eligible for a return:

  • Your item must be unused, unworn, unwashed, and in the same condition that you received it.
  • All tags, labels, and original packaging must be intact.
  • Items must be returned within 14 days of delivery for a refund, or within 28 days for an exchange or store credit.

Unfortunately, we cannot accept returns on:

  • Sale or clearance items
  • Underwear, swimwear, or earrings (for hygiene reasons)
  • Gift cards or digital products

 

3. How to Start a Return

To start a return, please contact us at [your email address] with:

  • Your order number
  • The item(s) you wish to return
  • The reason for your return

Once your return is approved, we’ll send you the return address and instructions.

Please do not send items back without contacting us first — unapproved returns may not be accepted.

 

4. Return Shipping

Customers are responsible for return shipping costs, unless:

  • The item is faulty, damaged, or incorrect, in which case we’ll cover the cost.

We recommend using a tracked postal service, as we can’t be held responsible for items lost in transit.

 

5. Refunds

Once your return is received and inspected, we’ll notify you by email.

If approved, your refund will be processed to your original payment method within 5–10 business days.

Please note:

  • Delivery charges are non-refundable, except where an item is faulty or incorrect.
  • If you paid for express delivery, only the standard delivery amount will be refunded unless the entire order was faulty.

 

6. Exchanges

If you’d like to exchange an item for a different size or colour, please email contact@ascend-ltd.com

Exchanges are subject to stock availability. If the requested item isn’t available, we’ll issue a refund instead.

 

7. Faulty or Incorrect Items

We take quality seriously. If you receive an item that’s faulty or incorrect:

  • Contact us within 7 days of receiving your order.
  • Include clear photos showing the fault or error.
  • We’ll arrange a replacement or full refund at no cost to you.