Please note: Keep the original shipping box in a good shape in case you'd like to issue a return or exchange afterward.
Thank you for shopping at ancel.com.
Before you want to return the items to us, please read and follow the instructions below. And contact our customer service first.
We promise to obey the return policy when the item has the problem below:
- Quality problem. It cannot work once it is received or a crash occurs in the delivery that does not allow you to use it. In this situation, we will exchange the new one for you or return a refund.
- Some special situations. Our return and exchange policy can be opened for you after our customer service has learned about your particular problem and, in this condition, customers need to bear the shipping fee for return.
- Wrong orders. If you order the wrong item yourself or have found that you don't want to order (not a quality problem) Contact our customer service to exchange the right product, this return policy is also for you. But you have to pay the shipping costs for us and return it.
- Miss-shipped the items. We will be responsible for the exchange of items and for any shipping costs. If you want to cancel this order, you can get a full refund in addition to the shipping costs, but you need to make sure you send it back by ordinary airmail.
Refunds are not available under the following circumstances:
1. Delays and package loss caused by the buyer providing incorrect or incomplete delivery information;
2. Package is broken in delivery caused by any force majeure incidents, such as natural disasters, bad weather, and war;
3. Any un-insured order that is lost or stolen;
4. Delays in delivery caused by any other beyond Ancel's control, such as public holidays and Customs issues.
If the item is damaged by yourself, we cannot provide you with an exchange service， but you can return it for repair. Please contact us to confirm the details, and we will send you a specific address to receive the defective products. We will deliver the product to you again after the repair test.
When you confirm that you are returning the items, please use the ordinary airmail to return them and write the ship to the address provided by our customer service. If the return products cannot be obtained, we will not be responsible.
Your order will be fully refunded if it’s cancelled within 24 hours of purchase. Please submit a help ticket from the "Contact Us" page, if you decide to cancel the order.
We will NOT accept order cancellation requests if the order shave already been shipped.
Items that do not meet these criteria will not be considered for return.
If returning the items, please contact our customer team, So that we can help you solve the problem better. Thank you so much in advance. Please contact our customer service to get the return address.
Customer Service Email:email@example.com