Refund policy

At Ascend, we stand behind the quality of our products. That’s why we proudly offer a 30-Day Money-Back Guarantee on all eligible purchases.

30-Day Money-Back Guarantee

If you are not completely satisfied with your purchase, you may request a refund within 30 days of receiving your order.

To be eligible for a refund if and only if:

The item must be returned within 30 days of delivery
The item must be unused or in its original condition
The item must be returned in its original packaging
Proof of purchase (order number or receipt) is required
MUST BE damaged, misprinted, defective, or there was an error on our side.

How to Start a Return

To initiate a return, please contact us at:

📧 Email: matthew@shopascend.org

Include:

Your full name
Order number
Reason for return
Photos (if item is damaged or defective)

Our support team will provide return instructions within 1–2 business days.

Refund Process

Once we receive and inspect your returned item:

You will be notified of approval or rejection
If approved, your refund will be processed to your original payment method
Refunds typically take 5–10 business days to appear, depending on your bank or payment provider

Shipping fees (if applicable) are non-refundable unless the return is due to our error.

Damaged or Incorrect Items

If you receive a damaged, defective, or incorrect item, please contact us within 7 days of delivery. We will gladly send a replacement or issue a full refund at no additional cost to you.

Non-Returnable Items

The following items are not eligible for return:

Final sale or clearance items
Gift cards
Personalized or custom-made products
Opened health or personal care items (for hygiene reasons)

Late or Missing Refunds

If you haven’t received your refund:

Check your bank account again
Contact your credit card company
Contact your bank

If you’ve done all of the above and still have not received your refund, please contact us at [your email].

Exchanges

We only replace items if they are defective or damaged. If you need an exchange, contact us at matthew@shopascend.org.

Return Shipping

Customers are responsible for return shipping costs unless the return is due to our error (damaged, defective, or incorrect item).

We recommend using a trackable shipping service, as we cannot guarantee receipt of returned items without tracking.