Refund policy

We want you to be confident in every order. If something isn't right, here's exactly how returns work.

How to Start a Return

You have 30 days from the delivery date to request a return. Items must be unused, in their original packaging, with any tags or seals intact. You'll need your order number or order confirmation email.

To start a return, email support@ascendioshop.com with your order number and the reason for the return. Once approved, we'll send the return shipping instructions and address.

For standard returns, you cover the return shipping cost. If we sent the wrong item or the item arrived defective, we cover return shipping — see Damaged Items below.

Please don't ship items back without contacting us first. Returns sent without prior approval can't be processed and won't be refunded.

Refund Timing

Once we receive and inspect your return, we'll email you with an approval decision. Approved refunds are issued to your original payment method within 5–10 business days. Your bank or card issuer may take a few extra days to post the funds to your statement.

Damaged Items

Inspect your order as soon as it arrives. If anything is defective, damaged in transit, or doesn't match what you ordered, email support@ascendioshop.com within 7 days of delivery with your order number and a clear photo of the issue.

We'll make it right with a free replacement or a full refund — your choice. We cover return shipping on defective or wrong items.

Exchanges

The fastest way to swap an item is to return the original and place a new order for the replacement once we approve the return. We don't process direct exchanges, which keeps the timeline predictable for you.