General Terms:

Adventure Camping Equipment (ACE) reserves the right to update the rules when necessary, and the updated version will be published on adventurecampingequipment.com with immediate effect. If you refuse to accept the policy, you are deemed to have waived the use of the services provided by ACE immediately. All buyers or suppliers are deemed to accept the rules if they are using the services provided by ACE Supplier would publish their own Return & Refund Policy on the product detail page. 

For after-sales issues, buyers should file a return & refund request within 5 days of the delivery date. ACE reserves the right to reject the buyer's  Return & Refund request if the request is filed after the 5 day time limit has expired.

Before an order is shipped out, the buyer has the right to apply to cancel the order by clicking the "request refund" button in the ACE buyer center, or by contacting ACE customer service to cancel the order. Please note, according to policy, ACE does not accept  order cancellations on some orders before the items are shipped out.  ACE should agree or reject the cancellation request within 3 business days of cancellation request.

If the  buyer's order cannot be filled within the order processing time indicated on ACE's product page for reasons beyond our control, but not to include no inventory in stock, ACE reserves the right to cancel and refund the buyer's ordered.

If the buyer receives goods damaged or broken and applies for a refund with compelling evidence, and the goods need to be returned, ACE has the responsibility to provide the buyer a prepaid return label within 3 business days to return damaged/broken goods. ACE should provide a refund to the buyer when the return shows as in transit on the logistic website with ACE's provided prepaid return label.

ACE may/may not accept after-sale request for "non-defective remorse returns".  Each case will be handled on an individual basis. 

If ACE accepts the after-sale return request for the reason type of "non-defective remorse returns" then a mandatory "restocking & repacking fee" will be subtracted from the refund.  Under ACE's return policy the "restocking & repacking fee"  shall not exceed 35% of order total price.

Where applicable ACE may refund or redeliver a buyer's order in the following time frame.  Refunds to be to be sent within 3 business days of acceptance or re-deliver order within 5 business days of re-delivery request.

When the buyer submits an after-sales refund request, the buyer needs to provide evidence (as explained below) supporting the request to ACE.  If the buyer cannot provide compelling evidence after the purchase and within the time period indicated by policy, then ACE has the right to reject the return and refund request.

Whether the evidence is compelling or not will ultimately be determined by ACE.

Under Various Circumstances:

1. Refund Request Timing

The buyer has the right to apply for a full refund for the order that was not shipped out within the stated order processing time (subject to the estimated processing time displayed on the order page).

Return & Refund Type 

ACE Rules

For Unshipped Orders:  The Return & Refund request is made after the stated processing time.

        ACE will refund the order.

  The Return & Refund request is made within the stated processing time.

        ACE has 3 business days to process the request after the buyer submits it.

       If ACE fails to process (accept or reject) the refund request within 3 business days, ACE will refund the order

  Please note: Although the order is still within the stated processing time, any refund request needs to be processed within the time               listed above.   

For Shipped Orders:   The Return & Refund request is made after the order has shipped.

       ACE has 10 business days to process the request after the buyer submits it.

       If ACE fails to process (accept or reject) the refund request within 10 business days, ACE will refund the order.

2. Goods Returned in Transit

      If the package is sent back to the supplier during transit for any reason, and the buyer applies for a refund, then ACE should                   provide a refund within 3 business days of the refund request. Under the same cases, if the buyer requests redelivery, then ACE            should begin re-delivery within 5 business days of the request date.

3. Goods Destroyed in Transit

      If the package/goods are destroyed in transit, and the buyer has proof from the logistics website, such as but not limited to a                  screenshot from the logistics website showing that the order was destroyed, then ACE shall refund the order within 3 business days        of receipt of the refund request, or begin re-delivery within 5 business days of the receipt of re-delivery request.

4. Wrong Delivery Information

      If the buyer orders the wrong item, the buyer should contact ACE customer service via the "Contact ACE" button to request ACE            update the order with the correct item information.

Please note the item information corrections or order cancellations are not guaranteed.

      If the wrong items have been delivered, the buyer can attempt to send back the products at his/her own expense. If the items are            returned in good condition, ACE shall refund the order within 3 business days of receiving the goods, at buyer’s refund request, or          begin redelivery within 5 business days of receiving the goods. Please note buyer will  be responsible for the redelivery fee.

       If the order cannot be corrected or returned, the buyer will bear the losses.

5. Defective Products (package breakage/significantly not as described/missing or wrong goods/quality problems)

       If the buyer detects any problem upon receipt (damaged package/significantly not as described/missing or wrong goods or other            quality problems), buyer should submit a refund or redelivery request with valid proof such as photos/videos of goods received                that shows  the problem clearly.  After the buyer files a request with ACE, we will check the proof and give a response within 3                business days.

        If the proof checked by ACE is not showing the problem clearly, the proof is invalid, and ACE has the right to reject the buyer's                refund request.

       If the buyer's proof shows a problem clearly after being checked by ACE, which should take no more than 3 business days, and if          the goods need to be returned to get a refund then ACE should provide the buyer with a prepaid return label within 3 business                 days of  proof approval.  The refund shall be issued when the tracking number of the returned item, provided by ACE, shows in               transit on the logistics website.  This should take no more than 3 business days. If the goods needn't be returned, then ACE should         refund the order within 3 business days of proof verification.

      If proof is valid, and buyer requests re-delivery, then ACE should reship within 5 business days of proof approval. Please note ACE         has the right to refund the order if  re-delivery of products can not be accomplished due to no stocks, or buyers are able to reorder          products when the products are restocked.

6. Logistics Issues

6.1 Invalid tracking information

      If ACE verifies the tracking number is wrong, and the correct tracking order can not be provide within 4 business days, Ace will                refund the order.

6.2 Untimely Tracking Info Updates

     If there is no update of the tracking info for more than 7 business days after shipping label has been created and showing on the             logistic website, and the buyer applies for a refund, Ace will refund order within 3 business days from buyer's request.

Note: this clause is not applicable for special time/periods such as holidays, covid-19, abnormal weather, or other abnormal situations.

6.3 Too-long of Shipping Period

     If the transit time exceeds the estimated delivery time by 10 days or more and the supplier fails to provide any valid tracking                   updated info, the buyer may apply for a refund.  Ace may refund the order within 3 business days of buyer's request.

Note: this clause is not applicable for special time/periods such as holidays, covid-19, abnormal weather, or other abnormal situations.

7. Other

When encountering holidays, covid-19, abnormal weather, or other abnormal situations, the buyer shall contact us through adventurecampingequipment1@gmail.com

ACE will try our best to assist buyers in these special circumstances in a timely manner.  After notifying ACE, Buyers should expect a decision from ACE concerning these types of issues no later than two weeks from time of notification.

8. Attention

If buyers are unsatisfied with the solution of the order after-sale issues, buyers have the responsibility to open a dispute with ACE to address the after-sale issues.