Return Policy

Last updated: 26/08/2026

This Return and Refund Policy applies to all purchases made through this website operated by ST2000 S.R.L. (“we”, “us”, “our”). By placing an order, you agree to the terms set out below.

 

1. RIGHT OF WITHDRAWAL

In accordance with applicable European Union consumer protection laws, customers have the right to withdraw from their purchase within 14 days from the date of delivery, without providing any reason.

In addition to this statutory right, we offer an extended return period of 30 days from the shipping date under the conditions outlined below.

To exercise your right of withdrawal or initiate a return, please contact us at ace@itsaceactive.com.

 

2. RETURN CONDITIONS

To be eligible for a return, items must meet all of the following conditions:

  • unused, unworn, and not washed

  • in original condition

  • returned with all original packaging, labels, and tags intact

We reserve the right to refuse returns that do not comply with these conditions.

 

3.RETURN SHIPPING

We offer complimentary returns via FedEx, GLS and InPost.

Return instructions and shipping details will be provided after contacting our customer support.

Do not send items back without prior authorization.

 

4. REFUNDS

Once the returned item has been received and inspected, we will notify you of the approval or rejection of your refund.

If approved, the refund will be issued to the original payment method used for the purchase.

Processing times may vary depending on your payment provider.

 

5. NON-REFUNDABLE ITEMS

We reserve the right to refuse refunds for:

  • items that show signs of use or damage

  • items returned without original packaging or tags

  • items returned outside the applicable return period

 

6. EXCHANGES

We do not offer direct exchanges.

If you wish to receive a different item, you must return the original product and place a new order.

 

7. DAMAGED OR INCORRECT ITEMS

If you receive a defective, damaged, or incorrect item, you must contact us within 48 hours of delivery at ace@itsaceactive.com, providing details and, where possible, photographic evidence.

We will assess the issue and provide an appropriate resolution.

8. RETURN ADDRESS

Return instructions and the return address will be provided upon request after contacting customer support.

9. REFUND DEDUCTIONS

In cases where a shipment is returned due to failed delivery, refusal, or incorrect address provided by the customer, we reserve the right to deduct any applicable return shipping costs from the refund.

10. LIABILITY

We are not responsible for returns lost, delayed, or damaged during transit.

11. CONTACT

For any return or refund inquiries, please contact: ace@itsaceactive.com

12. PROMOTIONAL RETURNS

Orders placed under multi-buy promotions, including “3 FOR 2”, are treated as a single promotional transaction.

If only part of a promotional order is returned, the promotion will be recalculated based on the eligible items retained by the customer and the promotional conditions that remain satisfied.

The refund will equal the amount originally paid for the order minus the amount due for the items retained after recalculating the promotion. If the retained items no longer meet the promotional requirements, the discount may be reduced or removed accordingly. An item received free of charge under the promotion has no refundable value when returned on its own.

Where the promotion can be applied multiple times, the number and value of the free items will be recalculated according to the eligible items retained.

This provision does not affect the customer’s statutory rights concerning faulty, damaged or non-conforming goods.