Thank you for shopping at ancel.com. We strive to provide the best shopping experience for our customers. If you are unhappy with your purchase, we have a comprehensive return policy in place to assist you. Please carefully read and follow the instructions provided below.
These return procedures do not affect your statutory rights.
Return/Exchange Request:
If you wish to initiate a return or exchange, please contact us within 30 days of purchasing. Due to the different return address from the shipping address, please make sure to contact us via email and obtain our written return instructions before proceeding with the return. We will not be held liable for any lost shipments resulting from self-initiated returns. To ensure a secure and accurate return process, please follow the steps below:
1, Prior to returning the item, please send an email to support@ancel.com stating your intention to return and providing relevant order information. Please also provide the full address from which the item will actually be returned, including the country/region and postal code. If this differs from the original delivery address, please inform us before shipping.
2, Our customer service team will respond to your email promptly after receiving it, providing the correct return address. For international returns, we will also confirm the shipping arrangements, customs requirements, and responsibility for costs in writing before dispatch.
3, Once you have received the correct return address, please follow the instructions provided. Please use a reliable and secure shipping method and ensure the items are properly packaged to prevent damage or loss. If the confirmed shipping origin or shipping method changes, please contact us again before dispatch.
4, Upon receiving and confirming that the returned items are in good condition, we will process the refund or exchange as soon as possible.
Once your return is received and inspected, we will notify you of the approval or rejection of your refund. If you are approved, the refund will be provided to the original method of payment within 2-3 working days. If you haven't received the refund within 2-3 working days, please check your bank account again. Then contact your bank or credit card company. It may take some time before a refund is official posted. If you've done all of this and you still have not received your refund, please contact us at support@ancel.com.
Please Note: we do not refund our original shipping cost.
Conditions for Return:
We will honor the return policy under the following circumstances:
1, Quality Problem: If the item you received is defective or damaged during delivery, rendering it unusable, you can ask us to get the return label, and we will exchange it for a new one or provide a refund.
2, Special Situations: If you encounter a specific problem with your item, please inform our customer service. We will assess the situation and determine the appropriate course of action. In such cases, customers are responsible for the return shipping costs.
3, Wrong Orders: If you mistakenly ordered the wrong item or changed your mind about the purchase (not due to a quality issue), please contact our customer service. We will assist you in exchanging the item for the correct product. However, you will be responsible for covering the shipping costs associated with the return.
4, Miss-Shipped Items: If we shipped the wrong item to you, we will take full responsibility for the exchange and cover any shipping costs. If you wish to cancel the order entirely, we will provide a full refund, including shipping costs. Please return the item using the shipping method confirmed by our customer service.
Return & Exchange Shipping Fee
If the return or exchange is due to product quality issues rather than compatibility issues, we will provide a full refund, excluding any expedited shipping costs incurred by the buyer.
If the return or exchange is due to personal reasons (e.g., dislike of the item, ordering the wrong product/size, or other reasons), the buyer is responsible for the return shipping costs.
To the extent permitted by applicable law, customers may be responsible for reasonable, documented additional costs directly caused by failing to disclose the actual shipping origin or follow the confirmed return instructions, including shipping, customs clearance, and storage charges. ANCEL remains responsible for any costs it is legally required to cover.
Restocking fee
No restocking fee to be charged to the consumers for the return of a product.
Non-Refundable Circumstances:
Refunds will not be available under the following circumstances:
1, Delays or package loss caused by incorrect or incomplete delivery information provided by the buyer.
2, Damage to the package during delivery caused by force majeure incidents, including natural disasters, adverse weather conditions, and war.
3, Loss or theft of uninsured orders.
4, Delivery delays caused by factors beyond Ancel's control, such as public holidays and Customs issues.
5, The software upgrade service is a virtual product. Once the customer has received the software update key or our engineers have successfully upgraded the product, no refunds will be provided.
Damaged Items:
If you accidentally damage the item, we cannot provide an exchange service. However, you can return it for repair. Please contact us to confirm the details, and we will provide you with a specific address to send the defective product. Once repaired and tested, we will deliver the product back to you.
Order Cancellation:
You can request a full refund for your order if it is canceled within 24 hours of purchase. To cancel an order, please submit a help ticket through the "Contact Us" page. Please note that we will not accept order cancellation requests once the order has been shipped.
Return Shipping Instructions:
When returning the items, please use the shipping method confirmed by our customer service and ship them to the address provided by our customer service. It is essential to ensure the return products are obtained; otherwise, we will not be responsible for the return.
Do not return items to the original shipping address unless our support team has confirmed it as the return address.
Original Shipping Box:
Please retain the original shipping box in good condition in case you need to issue a return or exchange in the future. Items that do not meet our return criteria will not be considered for return.
If you have any further questions or need assistance, please contact our customer service team. We are here to help you resolve any issues. Thank you for your cooperation.
Customer Service Email: support@ancel.com
