Returns Policy

 

1. If your product is defective, incorrect or incomplete at the time of delivery, please raise a return request on the WestAce facebook page or website.
2. For selected categories, we accept a change of mind. Please refer to the section below on Return Policy per Category for more information.

Accepted reasons to return an item

1. The delivered product is incomplete (i.e. has missing items)
2. The delivered product is incorrect (i.e. wrong product/size/colour)
3. The delivered product does not match the product description or picture (i.e product not as advertised)
4. The delivered product does not fit. (i.e. size is unsuitable). Note: Delivery charge and return charge must be paid by the customer if the customer receives the correct product size according to the order.
5. The product colour is not correct
6. The product size is not correct

Unaccepted reasons to return an item

1. Change of mind

Note: Return accepted with delivery and return charge.

1. The delivered product is unfit but the customer received the correct size according to the order. 

Note: Return accepted with delivery and return charge.

1. The customer ordered the wrong product. 

Note: Return accepted with delivery and return charge.

1. The receiver is unreachable/unresponsive
2. The product is used, worn or has a broken tag
3. Cancelling the order after we dispatch the item. 

Note: Return accepted with delivery and return charge.

 

For more information view the complete list of non-returnable items.

Clothing, Apparel, Shoes & Accessories

• Change of mind is applicable for return and refund. If the item received is defective, incorrect, or incomplete, a refund will be issued based on westAce assessment. Items must be unworn, unwashed, and unaltered with their tags intact. Any items found used or broken tag will be rejected and returned back to customers.

Note: If your return request has been rejected, the item will be delivered back to you in 2-3 days. Items will be sent to scrap after three (3) failed delivery attempts and no refund will be given.

 

Conditions for Returns

1. The product must be unused, unworn, unwashed and without any flaws. For fashion products, products may be tried on to see if the item fits. This will still be considered unworn.
2. The product must include the original tags, user manuals, warranty cards, freebies, invoices and accessories.
3. The product must be returned in the original and undamaged manufacturer’s packaging. If the product was delivered in westAce packaging, the same packaging should be returned. Do not put tape or stickers directly on the manufacturer’s packaging.

NOTE: It is important to indicate the Order Number and Return Tracking Number on your return package to avoid any inconvenience/delay in your return process.

 

Refund Policy

If a product return request complies with the accepted return policy, we will initiate the refund within 2 business days to the respective channel(s).

 

Issuance of Refunds

1. The processing time of your refund depends on the type of refund and the payment method you used.
2. The refund amount covers the item price and shipping fee for your returned product.

Refund Types

 

westAce will process your refund according to the following refund types

1. Refund from returns – Refund is processed once your item is returned to the westAce. To learn how to return an item, read our Return Policy.
2. Refunds from cancelled orders – Refund is automatically triggered once cancellation is successfully processed.
3. Refunds from failed deliveries – The refund process starts when the item has reached the seller. Please take note that this may take more time depending on the area of your delivery address.