At Ascxnd Lab, we aim to provide high-quality products and a smooth customer experience. Please read our refund policy carefully before placing an order.
25-Day Cooling-Off Period
We offer a 25-day period from the date of purchase during which refund requests may be reviewed. After 25 days from the date of purchase, refunds will no longer be available under any circumstances, except where required by law.
Eligibility for Refunds
Refunds may only be approved under the following conditions:
- The item arrives damaged or defective
- The wrong item was received
- The order has not been delivered within the expected delivery timeframe stated at checkout
To request a refund, customers must provide:
- Order number
- Clear photos or video evidence (if applicable)
- Description of the issue
Non-Refundable Situations
Refunds will NOT be granted in the following cases:
- Change of mind after purchase
- Incorrect size or fit selected by the customer
- Failure to read product descriptions or shipping times
- Minor variations in colour, design, or packaging
- Orders where tracking shows successful delivery
- Requests made after the 25-day refund window
Late or Missing Deliveries
If your order has not arrived within the estimated delivery time, please contact us first.
We will:
- Investigate with the shipping carrier
- Provide tracking updates
- Offer a replacement or refund where appropriate
Please note that international shipping delays may occur outside our control.
Refund Process
If your refund is approved:
- Refunds will be processed to the original payment method
- Processing times may take 5–10 business days depending on your bank or payment provider
- You will receive confirmation once the refund has been issued
Chargebacks & Disputes
We encourage customers to contact us first before raising a dispute with their bank or payment provider.
Unauthorized chargebacks may result in:
- Order cancellation
- Blocking of future orders
We are always willing to resolve issues fairly and quickly.
Please note: If a cancellation is approved before dispatch, a handling and processing fee of up to 25% may be deducted from the refund amount to cover payment processing and administrative costs.
This fee does not apply where the product is faulty, incorrect, or not delivered.
If you have any questions about your order or this policy, please contact us.