Return Policy

Conditions We Can Review

Return requests or product complaints may be submitted when there is an indication of wrong item, size, color, quantity, production defect, or damage visible from the moment the package is received.

• The received product is different from the confirmed order.
• The product has a production defect that is not caused by use, washing, storage, or customer negligence.
• The item quantity does not match the invoice or order confirmation.

Required Proof

To keep the review fair and fast, customers must provide clear proof. Requests without sufficient proof may be rejected because they are difficult to verify.

• Order number and contact identity matching the transaction.
• Photos of the shipping label, package condition, and product condition.
• Unboxing video without cuts from the still-closed package until the product is clearly visible, especially for missing, wrong, or damaged item claims.
• A short explanation of the issue and when the package was received.

Items That Cannot Be Returned

Not every condition can be processed as a return. Acusius may reject requests when issues arise from use, personal preference, or conditions outside the terms.

• Products that have been worn, washed, stained, exposed to perfume or odor, damaged by use, or are no longer in original condition.
• Missing tags, labels, packaging, or product completeness without a verifiable reason.
• Minor color differences caused by screen lighting, monitor settings, or normal production process.
• Requests caused by choosing the wrong size, color, address, or variant when the order was confirmed according to customer selection.

Review and Resolution Process

After proof is received, Acusius reviews the claim based on order data, customer proof, replacement stock, and product condition. The review result determines the most suitable resolution.

• Product replacement when stock is available and the claim is valid.
• Partial or full refund when replacement is not possible and the claim is approved.
• Other solutions such as vouchers, repair, or proportional compensation when more suitable for the case.

Pre-Order, Special Products, and Shipping Costs

Pre-order, limited drop, or limited-availability products may have different resolution options because replacement stock may not be available. If a claim is approved but stock is unavailable, Acusius will offer a refund or another reasonable solution.

Return shipping or reshipping costs are determined by review results. If the issue is proven to come from Acusius, related costs may be covered by Acusius. If the issue comes from customer data or decision, costs may be charged to the customer.