SHIPPING & RETURNS

At Ascend, we want you to be completely satisfied with your purchase.

Our policy outlines your options for returns and exchanges.

 

1. Australian Consumer Law Guarantees (Your Legal Obligation)

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Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

 

This means you are entitled to a refund or exchange if an item:

 

• Is faulty or defective (e.g., has a manufacturing fault)

• Is not of acceptable quality (e.g., damaged in transit)

• Is not fit for its intended purpose

• Does not match the description or sample provided

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2. Eligibility & Conditions for Return Requests

 

• Initiating Your Return Request: To ensure prompt processing and allow us to assist you effectively, we kindly ask that you initiate your return request within 20 days from the shipping date of your order.

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Please note: Your rights under the Australian Consumer Law for faulty or defective goods are not limited by this timeframe and extend for a reasonable period depending on the nature of the product                                 .

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• Condition: Items must be in their original, unwashed, and unworn condition (unless a fault is being claimed upon first wear) and include all original labels. We reserve the right to refuse a return if the item appears to have been damaged through misuse, neglect, or improper care (e.g., not following washing instructions) or due to normal wear and tear.

 

• Region: Returns must be made from the same region where the purchase was originally made.

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3. Items Damaged in Delivery

 

If your item arrives damaged during delivery, please contact us immediately within 48 hours of receiving your order with your order number and clear photos/videos of the damage.

 

As per Australian Consumer Law, we are responsible for ensuring goods arrive in acceptable condition. We will work with you to arrange a suitable resolution (refund or replacement) and will cover the cost of return shipping for damaged items.

 

4. How to Initiate a Return (for faulty, incorrect, or damaged items)

 

• Step 1: Contact our customer service team at ascendthinking@gmail.com with your order number and a detailed description of the issue.

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• Step 2: Please include clear photos and/or videos of the defect or damages to help us assess your claim promptly.

 

• Step 3: Once your return is approved, we will provide you with instructions and a prepaid shipping label for the return.

 

 

5. Processing Your Return

 

When you return an online purchase, you will receive a refund of your order in the same payment method you used for the purchase.

 

If you have sent your return via a carrier, we’ll typically process its assessment within 2-10 business days after receiving it at our facilities. Once your return is approved and processed by us, please allow up to 14 business days for the refund to appear in your account, depending on your bank's processing times

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6. Return Shipping Costs

 

• For items covered by Australian Consumer Law (e.g., faulty, damaged, not as described): We will cover all reasonable return shipping costs.

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• For Returns Not Covered by Policy: If an item is returned to us for a reason not covered by this policy or Australian Consumer Law (e.g., a "change of mind" where we are not obliged to provide a refund or exchange), the customer is responsible for all shipping costs of return . We are not liable for the return of such an item to the customer unless new shipping fees are paid. 

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