Refund policy

Returns & Refunds Policy

Store Information
Trade Name: Aceora
Email: hello@aceora.shop
Physical Address: 401 N Wabash Ave, Chicago IL 60611, US
Last Updated: 2026
This Returns & Refunds Policy (“Policy”) applies to all products purchased from Aceora (hereinafter referred to as “we”, “us”, “our”) through our Shopify online store. It is formulated in compliance with the Federal Trade Commission (FTC) regulations, Illinois consumer protection laws, and relevant U.S. federal and state statutes governing online retail transactions. By placing an order on our store, you (hereinafter referred to as “you”, “your”) acknowledge and agree to abide by all terms and conditions outlined in this Policy.

1. Return Eligibility & Timeframe

We accept returns for eligible products within 30 days from the date of delivery to you (or a designated third party, excluding the carrier). This 30-day window aligns with best practices for U.S. online retailers and ensures compliance with state-level consumer protection requirements, including those in Illinois.
To be eligible for a return and subsequent refund or exchange, the products must meet the following criteria:
  • The product must be returned in its original, unused condition, with no signs of wear, damage, or modification caused by improper use.
  • All original packaging, tags, labels, user manuals, accessories, and free gifts (if included with the purchase) must be intact and returned along with the product.
  • You must provide valid proof of purchase, such as the order confirmation email, order number, or packing slip.
  • The return request must be initiated within the 30-day return window from the delivery date.
Please note that the following products are non-returnable, in accordance with U.S. consumer laws and industry standards:
  • Custom-made, personalized, or monogrammed products that are tailored to your specific requirements.
  • Perishable items (e.g., food, flowers, skincare products with short shelf life) that are prone to spoilage.
  • Sealed hygiene products, intimate apparel, cosmetics, or personal care items that have been opened, due to health and safety concerns.
  • Digital products, downloadable content, or gift cards (unless required by law).
  • Clearance, final sale, or discounted items marked as “Non-Returnable” on the product detail page (exceptions apply for defective or damaged items).
  • Products that have been damaged due to negligence, misuse, accident, or exposure to extreme conditions (e.g., water, heat) after delivery.

2. Return Process

To initiate a return, please follow the step-by-step process below to ensure a smooth and timely resolution:
  1. Submit a Return Request: Contact our customer service team via email at hello@aceora.shop within the 30-day return window. In your request, please include your full name, order number, the name and SKU of the product(s) you wish to return, and a brief description of the reason for return (required for defective or damaged items). We will respond to your request within 2 business days and provide you with a Return Merchandise Authorization (RMA) number and detailed return shipping instructions.
  2. Package the Product: Securely pack the eligible product(s) in their original packaging, along with all accompanying items (tags, accessories, manuals) and the RMA number clearly printed and attached to the outside of the package. Ensure the package is properly sealed to prevent damage during transit.
  3. Arrange Return Shipment: You are responsible for arranging the return shipment and covering the return shipping costs, unless the product is defective, damaged during transit, or the wrong item was shipped to you (in which case we will provide a prepaid shipping label and cover all return shipping expenses). We recommend using a trackable shipping service and retaining the tracking number for your records, as we are not liable for lost or undelivered return packages.
  4. Product Inspection: Once we receive your returned package at our physical address (401 N Wabash Ave, Chicago IL 60611, US), our team will inspect the product(s) to verify eligibility for return. This inspection process typically takes 3-5 business days from the date of receipt.

3. Refund Process

If your return is approved after inspection, we will process your refund in accordance with the following terms, in compliance with FTC regulations:
  • Refund Method: Refunds will be issued to the original payment method used for the purchase (e.g., credit card, debit card, PayPal, Klarna). We do not offer cash refunds, store credit, or gift cards as a refund option unless explicitly agreed upon in writing or required by law.
  • Refund Timeline: We will initiate the refund within 7 business days of approving the return, as required by FTC guidelines for mail, internet, or telephone order merchandise. The time it takes for the refund to reflect in your account depends on your payment provider’s processing time, which is typically 3-10 business days.
  • Refund Amount: For eligible returns, we will refund the full purchase price of the product(s), including any standard shipping fees you paid at the time of purchase. However, we reserve the right to deduct the cost of express shipping, expedited delivery, or any additional services you requested. If the returned product shows signs of wear, damage, or missing accessories, we may deduct a restocking fee (not exceeding 15% of the purchase price) or offer a partial refund at our discretion, in compliance with Illinois consumer laws.
If your return request is rejected (e.g., the product does not meet eligibility criteria), we will notify you via email and arrange for the product to be returned to you at your expense, unless you authorize us to dispose of it.

4. Defective, Damaged, or Incorrect Products

If you receive a product that is defective, damaged during transit, or different from the product you ordered (e.g., wrong size, color, model, or quantity), please contact us immediately at hello@aceora.shop, within 7 days of delivery. Provide clear photos or videos of the defective/damaged/incorrect item, along with your order number and delivery details.
After verifying the issue, we will offer you one of the following solutions, at our discretion:
  • A full refund of the purchase price, including all shipping fees (standard and expedited).
  • A replacement of the defective/damaged/incorrect product with a new one of the same type, with all shipping costs (both return and replacement) covered by us.
  • A partial refund, if you choose to keep the defective/damaged product, based on the severity of the issue.
For defective or damaged products, we will provide a prepaid shipping label for the return shipment, and you will not be responsible for any associated costs.

5. Exchanges

We offer exchanges only for defective, damaged, or incorrect items as outlined in Section 4. If you wish to exchange a product for a different size, color, model, or quantity (not due to our error), you will need to initiate a return for the original product (following the return process in Section 2) and place a new order for the desired product. Return shipping costs for such exchanges will be borne by you, and the new order will be subject to current pricing and availability.

6. Order Cancellation

If you wish to cancel your order before it has been shipped, please contact us at hello@aceora.shop as soon as possible with your order number. We will make every effort to cancel the order if it has not yet been processed for shipment. If the order has already been shipped, you will need to follow the return process outlined in this Policy once you receive the product.
For prepaid orders, we will process a full refund within 7 business days of confirming the cancellation, in compliance with FTC rules.

7. Exceptions & Limitations

We reserve the right to refuse a return or refund if:
  • The return request is initiated after the 30-day return window has expired.
  • The product does not meet the eligibility criteria outlined in Section 1.
  • You fail to provide valid proof of purchase or a valid RMA number.
  • The product has been altered, damaged, or misused after delivery.
  • The return package is lost or undelivered, and you cannot provide a valid tracking number.

8. Contact Information

For any questions, concerns, return requests, or disputes related to this Policy, please contact our customer service team:
Email: hello@aceora.shop
Physical Address: 401 N Wabash Ave, Chicago IL 60611, US
We aim to respond to all inquiries within 2 business days and resolve any return or refund issues in a fair and timely manner.

9. Changes to This Policy

We reserve the right to modify or update this Returns & Refunds Policy at any time to comply with changes in U.S. federal or state laws, or to reflect changes in our business practices. Updated versions of the Policy will be published on our Shopify store, and the revised terms will take effect immediately upon publication. We recommend that you review this Policy periodically to stay informed of any updates. Continued use of our store after the publication of revised terms constitutes your acceptance of the updated Policy.
This Policy is an integral part of our Terms of Service and is governed by the laws of the State of Illinois and the United States of America.