Return & Refund Policy

Return Policy

We value your shopping experience, that's why we also accept exchange (for item of equal or lesser value) if the item does not live up to your expectation or any other reasons beyond our wildest imagination.

7 days return or exchange policy
If you are NOT 100% satisfied with your purchase, we will gladly accept returns of packages within 7 days of the order date and issue a full refund.

All we ask is the condition of the product is:
- not used
- in the same condition you received it
- in the original box or packaging

Return or exchange procedures

Please request for return or exchange by emailing us within 7 days from the day order is received.
You have to include the following details:
- Order number
- Name Contact number
- Product to return or exchange
- Reason for return or exchange
Once we receive your request for return or exchange, we shall contact you within 3 business days for further instructions.

To exchange item, please let us know the item you want to have in exchanged.

In most cases, you will need to bear the shipping charges for returning the item to us.
However, if we send the wrong or defective items to you, we will bear all the cost of return shipping (as long as you use a standard shipping method) and we will ensure we send the correct item to you.

**Remember, before you ship anything to us, please email us first so that we can provide you a complete return instructions.

For broken item because of courier careless, customer has to make complaint and report the case to the respective courier service within one 3 days after item received. Failure to do that, we are sorry that we cannot proceed for any refund or replacement. Customer’s co-operation is highly appreciated.

The returned goods/products will be checked with the receipt together and the goods should be in the good condition. The packaging should also be in original condition in original shipping container as received. If the goods/products has been used or damaged by the customer, there will not be any refund. Ace Story Aquatic will also not be responsible if your shipment is lost during the return transit. Once we have checked and confirm the goods/products, customer will received their refund after the confirmation.

Please contact us at [email protected] or +6012 - 492 2075 if you have any questions or doubts.