Returns & Exchanges

Your satisfaction is important to us. This policy explains how we handle returns, exchanges, cancellations, and refunds, so you know exactly what to expect.

We aim to make the process fair, clear, and hassle-free. If something doesn’t meet your expectations, we’ll do our best to make it right.

1. Return Window

We offer a 30-day return policy, meaning you may request a return within 30 days after receiving your item.

2. How to Initiate a Return

To initiate a return, please contact our customer service team via email at techsupport@acartool.com, through Live Chat, or submit a return request directly from your order page. Our team will be happy to assist you throughout the process.

When contacting us, please provide:

• Order number
• Product serial number
• Specific reason for the return

If your return is due to a product issue or defect, please also provide a specific issue or problem with the product, along with photos or videos if possible. Providing this information helps us verify the problem and process your return or refund more efficiently, ensuring you receive the fastest possible resolution.

Our customer service team will respond within 48 hours to guide you step by step through the return process. Following their guidance helps us handle your request smoothly and quickly. If you do not receive a response within this timeframe, feel free to follow up.

Important: Items returned without prior authorization will not be accepted.

3. Condition of Returned Items

Returned items must be in good condition, free from damage such as scratches, cracks, or breakage, and must include all original accessories and packaging.

Tip: Please keep the original shipping box and packaging until you are certain you wish to keep the product.

4. Damages and Issues

Please inspect your order upon arrival. If the item is defective, damaged, or incorrect, contact us immediately and provide supporting photos or videos so we can resolve the issue promptly.

🚫 Non-Returnable Items

The following items are not eligible for return or refund:

• Clearance or final sale items
• Customized products (except in cases of verified product quality issues)
• Software subscriptions, licenses, and other virtual goods.

Specific return and cancellation conditions for customized products and virtual services are stated on the corresponding product pages and shall prevail.

5. Return Shipping Costs

• For non-quality-related returns (such as change of mind, ordering the wrong item, or refusal of delivery), the customer is responsible for return shipping costs.
• For verified quality issues, defective products, or incorrect items sent by us, we will cover the return shipping costs.

6. Order Cancellation & Shipment Interception

Orders may be canceled free of charge within 24 hours of purchase, provided the item has not yet been shipped.

If an order has already been shipped, we may attempt to intercept the shipment. Any interception fees incurred will be the responsibility of the customer (fees may be shared by mutual agreement).

7. Exchange Policy

If you wish to change your order:

• Please contact us within 24 hours of placing the order to make changes before shipment.
• If the package has already shipped, interception may be attempted (fees may apply).
• If interception is not possible, we will assist with a return or exchange after delivery.

Note: The fastest way to receive the desired item is to return the original product and place a new order.

8. Refunds

Once we receive and inspect your returned item, we will notify you of the refund approval status.

If approved, refunds will be issued to the original payment method within 7 business days. Please allow additional time for your bank or card issuer to process the refund.

If more than 14 business days have passed since approval and you have not received your refund, please contact us at techsupport@acartool.com

9. Additional Fees Due to Customer-Related Reasons

If additional costs are incurred due to customer-related reasons — including but not limited to refusal of delivery, incorrect address provided, failed delivery attempts, or unclaimed packages — such costs will be the responsibility of the customer. We are always open to discussing a reasonable solution.