We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. We require imagery of the package before it is sent in its original packaging and undamaged. 

To start a return, you can contact us at sales@acuslat.com. If your return is accepted, we’ll send you instructions on where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return questions at sales@acuslat.com.

Damages and issues

Please inspect your order upon reception and if the damage is present please make note of this with the delivery company and contact us immediately if the item is defective, damaged or if you receive the wrong item so that we can evaluate the issue and make it right.

Exceptions / non-returnable items

Unfortunately, we cannot accept returns on sale items or samples / sample boxes. 

If you are unhappy with your purchase for any reason, we offer a full refund within 30 days. Your items must be returned in a re-saleable condition at your own cost in the original packaging, unopened with a copy of the invoice. Please write on your invoice the reason;

• Returned for resale ( only if in a re-saleable condition)
• Returned faulty

Please note failure to include your invoice and reason will slow down your return. We do not cover the cost of return shipping if you have decided you do not like the product or there are slight color differences, knots or issues that come with the panel being a natural wood product. If free delivery has been offered and the order is rejected or sent back due to no longer wanting the product or ordering the incorrect item then a refund will be made on the product minus the delivery cost. 

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Missing Items

If an item is missing then we shall raise a claim with the courier right away. Please be advised that the claim can potentially take some weeks although we do aim to get this resolved immediately. Once confirmed as lost via the courier we will send out a replacement.

If the item is saying delivered to either yourself or your address whether it be a reception desk, front door/porch, or similar and you claim it hasn't been then we require notification within 24 hours via email. We cannot accept a phone call or attempted phone calls as a claim. If we can prove it has been delivered via courier tracking then we are not able to provide a refund but we will do everything we can to resolve the situation for you.

 

Colour Variations

We cannot process refunds or returns for color variations within any of our products.

 

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.

Refund of Payment

We will send your money back in 14 days after return inspection.