Refund policy

Thanks for shopping at Acetex NY! We want you to be completely happy with your purchase. If for any reason you are not satisfied, we're here to help.

Returns

  • You have 14 days from the date of delivery to request a return.
  • To be eligible for a return, your item must be unworn, unused, with all tags attached, and in its original packaging. You'll also need your receipt or proof of purchase.
  • To initiate a return, please contact us at support@acetexny.com.  
  • Please note that a 15% restocking fee applies to all returned orders to cover manufacturing costs, as each item is made to order.
  • Return shipping costs are the responsibility of the customer.
  • Items sent back to us without first requesting a return will not be accepted.  
  • Returned items that are visibly worn and not in their original condition will be rejected and sent back to you at your expense.
  • Exceptions / Non-Returnable Items
    • Certain items cannot be returned, including:
      • Perishable goods (food, flowers, plants)
      • Custom products (special orders, personalized items)
      • Personal care goods (beauty products)
      • Hazardous materials, flammable liquids, or gases
      • Gift cards
      • Exchanges

The fastest way to get the item you want is to return your current item and make a separate purchase for the new one.

Damages and Issues

Please inspect your order upon delivery and contact us immediately if the item is defective, damaged, or if you received the wrong item. We will work with you to resolve the issue promptly.   

Refunds

Once your return is received and inspected, we will notify you of the approval or rejection of your refund. If approved, a refund will be automatically applied to your original payment method within 10 business days. Please allow additional time for your bank or credit card company to process the refund.   

If more than 15 business days have passed since we approved your return, please contact us at support@acetexny.com.   

European Union 14-Day Cooling-Off Period

If your merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days for any reason and without justification. The same conditions for returns apply as outlined above.   

Contact Us

If you have any questions about our return policy, please don't hesitate to contact us at support@acetexny.com.