Refund policy

This Return and Refund Policy applies to purchases made through Ascenzo, a store operated by FiveStar Business.

We want customers to feel confident when purchasing from Ascenzo. This policy explains when products may be returned, how refunds are processed, and what customers should do if an order arrives damaged, defective, incomplete, or incorrect.

1. Return Period

Customers may request a return within 30 calendar days after the order is confirmed as delivered.

To be eligible for a return, the product must:

  • Be unused, unworn, unwashed, and in substantially the same condition in which it was received;
  • Include its original packaging, labels, accessories, manuals, and components;
  • Show no signs of misuse, alteration, improper installation, accidental damage, or excessive handling;
  • Be accompanied by valid proof of purchase.

Customers may inspect a product in the same way they would reasonably inspect it in a physical store. Products showing use beyond what is reasonably necessary to evaluate their characteristics may be subject to a partial refund, where permitted by applicable law.

2. Starting a Return

Before sending any product back, the customer must submit a return request through the official support channel displayed on the Ascenzo website.

The request should include:

  • The order number;
  • The customer’s full name;
  • The product being returned;
  • The reason for the return;
  • Photographs or videos when the product is damaged, defective, incomplete, or incorrect.

Once the request is reviewed, Ascenzo will provide return instructions and, when applicable, the authorized return destination.

Products returned without prior authorization may be refused, delayed, or returned to the sender.

Customers must not return products to the address shown on the original parcel unless specifically instructed to do so. International orders may be fulfilled from different distribution locations.

3. Damaged, Defective, Incorrect, or Incomplete Orders

Customers should inspect their order promptly after delivery.

If a product arrives damaged, defective, incomplete, or different from what was ordered, the customer should notify Ascenzo as soon as reasonably possible and provide supporting photographs or videos.

After reviewing the request, Ascenzo may provide one of the following remedies:

  • Replacement of the affected product;
  • Shipment of a missing component;
  • Partial refund;
  • Full refund;
  • Another appropriate solution agreed with the customer.

When the issue was caused by Ascenzo, its supplier, warehouse, or shipping partner, the customer will not be required to pay reasonable return shipping costs.

Minor variations in color, texture, packaging, measurements, or appearance caused by screen settings, lighting, manufacturing batches, or product updates are not necessarily considered defects, provided that the product remains materially consistent with its description.

4. Change-of-Mind Returns

For returns that are not related to damage, defects, missing components, or fulfillment errors, the customer may be responsible for:

  • Return shipping costs;
  • Tracking or insurance costs;
  • Customs declarations;
  • Any non-refundable import charges imposed by authorities.

The original shipping charge is generally non-refundable unless required by applicable law or unless the return resulted from an error attributable to Ascenzo.

Customers are responsible for the returned product until it reaches the authorized return destination. We recommend using a trackable shipping service and retaining the shipping receipt.

5. Products That Cannot Be Returned

Unless required by applicable law, returns may not be accepted for:

  • Personalized, customized, engraved, or made-to-order products;
  • Products that have been used, worn, washed, altered, installed, assembled, or damaged after delivery;
  • Sealed hygiene, beauty, cosmetic, intimate, or personal-care products after the seal has been opened;
  • Perishable goods;
  • Digital products, downloads, or electronically delivered content after delivery or access;
  • Gift cards or store credits;
  • Products returned without their original components;
  • Products marked as final sale, where such restriction is permitted by law;
  • Products presenting health, hygiene, or safety risks after opening.

These exclusions do not limit rights relating to products that are defective, damaged, misrepresented, or otherwise protected under mandatory consumer law.

6. Exchanges

Direct exchanges may not be available for every product or destination.

When an exchange is approved, Ascenzo may:

  • Send a replacement product;
  • Issue store credit;
  • Refund the original purchase so the customer can place a new order.

Replacement products remain subject to availability. If the requested replacement is unavailable, an alternative remedy or refund may be offered.

7. Order Cancellations

Customers may request cancellation before the order enters fulfillment.

Once an order has been processed, packed, transferred to a carrier, or dispatched, cancellation may no longer be possible. In that case, the customer may request a return after delivery, subject to this policy.

Ascenzo may cancel an order when:

  • The product is unavailable;
  • Payment cannot be authorized or verified;
  • The order is identified as potentially fraudulent or unauthorized;
  • Pricing, inventory, technical, or listing errors occurred;
  • Shipping restrictions prevent fulfillment;
  • The customer has violated these Terms or applicable law.

When Ascenzo cancels a paid order, the corresponding amount will be refunded to the original payment method.

8. Refund Review and Approval

After the returned product is received, it will be inspected to confirm compliance with this policy.

The customer will be informed whether the refund has been approved, partially approved, or rejected.

A refund may be reduced when:

  • The product shows signs of use or damage caused after delivery;
  • Parts, accessories, packaging, or components are missing;
  • The returned product differs from the product originally delivered;
  • The product has lost value due to handling beyond what was reasonably necessary for inspection;
  • Return costs or charges may lawfully be deducted.

No deduction will be made when prohibited by applicable consumer law.

9. Refund Processing

Approved refunds are generally initiated within 10 business days after the return has been received and inspected, or after the refund is otherwise approved.

Refunds will normally be issued to the original payment method used for the purchase. Ascenzo does not control the additional processing time required by banks, card issuers, payment processors, or digital wallet providers.

Depending on the financial institution, the refund may take additional time to appear on the customer’s account or statement.

Shipping costs, foreign exchange differences, payment-provider charges, customs duties, taxes, and bank fees may be non-refundable unless required by law or expressly approved by Ascenzo.

10. Orders Not Received

If an order has not arrived within the applicable estimated delivery period, the customer should first review the tracking information and confirm that the shipping address provided at checkout was correct.

Ascenzo may ask the carrier to investigate the shipment. Depending on the investigation, the available remedy may include:

  • Reshipment;
  • Replacement;
  • Store credit;
  • Partial refund;
  • Full refund.

Claims involving non-delivery must be supported by available tracking information and may be subject to carrier investigation.

11. Packages Marked as Delivered

When tracking shows that a package was delivered but the customer cannot locate it, the customer should:

  • Check the delivery location and surrounding areas;
  • Ask household members, reception staff, building management, or neighbors;
  • Review any delivery photograph or carrier notice;
  • Contact the local carrier.

Ascenzo will assist with reasonable investigation efforts. A replacement or refund is not automatically guaranteed when reliable tracking confirms delivery to the address supplied by the customer, except where required by applicable law.

12. Refused, Unclaimed, and Returned-to-Sender Packages

Orders returned because of an incorrect or incomplete address, refusal of delivery, failure to collect the package, unpaid import charges, or unsuccessful delivery attempts may be refunded after the product is returned and inspected.

Shipping, return, customs, handling, or carrier charges may be deducted from the refund where permitted by law.

If the customer requests reshipment, additional shipping charges may apply.

13. Payment Disputes

Customers are encouraged to contact Ascenzo before initiating a payment dispute so that the matter can be investigated and resolved promptly.

This does not prevent customers from exercising any right available through their bank, card issuer, payment provider, or applicable consumer law.

Ascenzo may provide the payment provider with order records, communications, tracking information, delivery confirmation, acceptance of policies, and other relevant evidence when responding to a dispute.

14. Mandatory Consumer Rights

This policy does not exclude, limit, or replace any mandatory consumer right that applies in the customer’s country or region.

When local law provides a longer cancellation period, additional warranty protection, free return rights, or another mandatory remedy, the applicable legal requirement will prevail.