Refund policy
Acentino Refund Policy
At Acentino, we're dedicated to providing high-quality products and exceptional service. We understand that sometimes things don't go as planned, and we've created this policy to ensure transparency while keeping things fair for everyone.
30-Day Return Policy
We offer a 30-day return policy. If you're not fully satisfied with your purchase, you can return your item for a refund within 30 days of receiving it.
Eligibility for Returns
To qualify for a return, your item must:
- Be unworn, unused, and in the same condition as when you received it
- Include all original tags and packaging
- Be accompanied by a receipt or proof of purchase
How to Start a Return
To begin a return, email us at . The customer is responsible for all return shipping costs.
To help us assist you efficiently, please include:
- Your order number
- A photo (and short video, if possible) of the product confirming it meets our return criteria
- The reason for your return
Once we have this information, we'll review your request and share the return address.
Important: Items sent back without prior authorization cannot be accepted.
Return Shipping Costs
Customers are responsible for the cost of return shipping. While we offer free shipping on your original order, refunds will be issued minus the shipping costs we initially covered.
To ensure your return is received safely, we strongly recommend using a trackable shipping method.
Refund Process
Once we receive your returned item and confirm it meets the eligibility criteria, we'll notify you of the approval status. If approved, your refund will be processed to your original payment method within 10 business days.
If more than 15 business days have passed since approval and you haven't received your refund, please contact us at and we'll be happy to assist.
Damaged, Defective, or Missing Orders
Please inspect your order upon delivery. If you receive a defective, damaged, or incorrect item, contact us immediately.
For items marked as delivered to the correct address: we cannot be held responsible for packages that are lost, stolen, or misplaced after delivery. To avoid this, we encourage selecting insured shipping at checkout. If insured, we'll issue a replacement at no additional cost.
Cancellations
We understand plans can change. If you need to cancel your order, email us at as soon as possible. We'll do our best to accommodate your request, but once an order has shipped, cancellations are no longer possible.
Incorrect Address Policy
If an item is returned to us due to an incorrect or incomplete address provided at checkout:
- You'll be responsible for the cost of reshipping the item to the correct address.
- If you'd prefer a refund instead, we'll issue it minus the shipping costs we initially covered.
Exchanges
We don't currently offer direct exchanges. If there's an issue with your order, reach out and we'll work with you to find a resolution — whether that's a replacement or another solution.
Non-Returnable Items
Certain items are not eligible for return, including:
- Custom products (special orders or personalized items)
- Final sale items
If you have any questions about whether your item qualifies for a return, please contact us.
Contact Us
If you have questions about returns, refunds, or anything else, reach out at and we'll get back to you as quickly as possible.