Returns & Exchanges Policy

At Ascendence, we want you to feel confident in every purchase. If something isn’t right, the policy below explains how returns and exchanges are handled.

1. Return Eligibility

You may request a return within 14 days of receiving your order, provided all eligibility requirements are met.

To qualify for a return:

  • Products must be unused, unopened, and in original packaging

  • All original components, accessories, and instruction booklets must be included

  • Products must be in resalable condition with no signs of use, damage, or alteration

For hygiene and safety reasons, opened or used skincare products cannot be returned, unless the item is defective or damaged upon arrival.

2. Non-Returnable Items

The following items are not eligible for return or exchange:

  • Opened or used products

  • Items returned outside the 14-day window

  • Gift cards, promotional items, or free samples

  • Final sale or clearance items (if applicable)

3. How to Request a Return

To initiate a return, please contact our customer support team within 14 days of delivery and provide:

  • Your order number

  • The item(s) you wish to return

  • The reason for the return

Returns sent without prior authorization may not be accepted.

4. Return Shipping

  • Customers are responsible for return shipping costs

  • We recommend using a trackable shipping method, as Ascendence is not responsible for lost or undelivered return shipments

  • Original shipping fees are non-refundable, except in cases of defective or incorrect items

5. Exchanges

If you wish to exchange an item, please contact customer support to confirm availability.

  • Exchanges are subject to product availability

  • Customers are responsible for any shipping costs associated with exchanges unless the item is defective or incorrect

  • If the replacement item differs in price, the difference will be charged or refunded accordingly

In some cases, we may process a return and refund first, followed by a new order for the replacement item.

6. Refund Processing

Once your return is received and inspected, we will notify you of approval or rejection.

  • Approved refunds will be issued to the original payment method

  • Please allow 5–10 business days for the refund to process, depending on your payment provider

  • Refunds are issued for the product price only, excluding shipping and handling fees unless the return is due to our error

7. Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or missing items, please contact us within 7 days of delivery.

To help us resolve the issue quickly, include:

  • Your order number

  • Clear photo evidence of the issue

  • A brief description of the problem

Once verified, we will provide a replacement or full refund at no additional cost to you.

8. Allergic Reactions & Sensitivity

Because individual skin responses vary, we strongly recommend reviewing ingredient lists and performing a patch test before full use.

Reactions due to individual sensitivity or allergies are not considered product defects and are not eligible for return or refund once the product has been opened or used.

9. Refused or Undeliverable Packages

If a package is returned to us due to refusal, incorrect address information, or failure to collect from the carrier:

  • Shipping fees will not be refunded

  • Additional shipping fees may apply for reshipment

  • Refunds, if issued, will be processed minus original shipping costs

10. Policy Updates

Ascendence reserves the right to modify or update this Returns & Exchanges Policy at any time. Changes will be effective upon posting to our website.

11. Contact Us

If you have questions about this policy or need assistance with a return or exchange, please contact our customer support team. We’re here to help.