Returns & Refund Policy

We want every Acegara shopping experience to be easy, smooth, and worry-free. Here, we clearly explain our policies regarding replacements, returns, and refunds.

✅ Free Replacement Guarantee

If your order arrives with a manufacturing defect, shipping damage, the wrong item, the wrong size, or missing accessories, we will provide timely after-sales support to help you use your product as intended.

Simply email us at support@acegara.com within 7 days of delivery with your order number and relevant photo or video proof, and we will assist you as soon as possible.

Note: Slight color differences caused by lighting, screen display, or different usage environments are not considered quality issues. If the product is damaged due to incorrect installation, improper use, customer modification, or other human-caused reasons, it will not be eligible for free replacement.

🚫 Order Cancellations & Changes

If you need to cancel your order, please contact us within 12 hours of placing the order, and we will process the cancellation free of charge.

If you need to modify your order information, including name, address, phone number, size, style, or design, please contact us within 6 hours of placing the order.

After 24 hours of order submission, the order may have already entered the processing stage, and cancellation may be subject to a 10% processing fee. Once the order has been shipped, it cannot be cancelled.

🔁 Non-Defective Returns

If your item arrives in good condition but you change your mind, no longer need the product, or selected the wrong style or size, you may still request a return.

Return window: Return requests must be submitted within 7 days of delivery.

Return shipping: For non-quality-related returns, return shipping costs are the customer’s responsibility.

Product condition: The product must remain in its original, unused, uninstalled, unstained, and undamaged condition and must be suitable for resale.

To request a return, please email support@acegara.com and provide your order number.

All return requests must first be confirmed by our customer support team. Items returned without prior confirmation may not be identifiable and may not be eligible for refund processing.

To improve return processing efficiency, we have a warehouse in North America. Please do not return any item without prior confirmation. After you submit a return request, our customer support team will provide the appropriate return address and detailed return instructions based on your order.

When returning the item, please make sure to include the product itself, hook-and-loop strips, ropes, accessories, storage bag, instruction card, original packaging, and any other included items. Missing return contents may affect refund processing.

Please note: We offer custom size and custom design services. Custom products are made to order and usually cannot be resold. Unless there is a quality issue, shipping damage, or an incorrect item was sent, custom products are not eligible for return or exchange.

🚚 Delivery Issues? We’ll Help

If your order is lost, stuck, or returned, we will work with you based on the specific situation and arrange a reshipment or refund where appropriate.

If your package is being held at the post office, we will send you an email reminder to pick it up. If the package remains unclaimed, it may be returned to the sender. In that case, if you would like the package to be shipped again, a $6.99 reshipping fee will apply.

💸 Refund Processing Time

Approved refunds are usually processed within 1–2 business days.

For return refunds, we will process the refund after receiving and inspecting the returned item. If the item does not meet the return conditions, such as being used, installed, damaged, stained, missing accessories, or no longer suitable for resale, the refund process may be affected.

After the refund is issued, your bank or payment provider may need additional time to complete the posting. If you have not received your refund yet, please first contact your bank or payment platform for more information.

For further assistance, please email support@acegara.com.

❌ What Does Not Qualify for a Free Replacement or Free Refund

To ensure fair and reasonable after-sales service, the following situations are generally not eligible for a free replacement, free return, or free refund:

  • Change of mind or no longer wanting the item. If eligible, you may still request a return within 7 days of delivery, but return shipping is the customer’s responsibility.

  • Finding a lower price elsewhere.

  • Slight color differences caused by screen display, lighting, or photography environment.

  • Dissatisfaction with the print texture or visual effect when viewed up close.

  • Selecting the wrong size or style, or changing your needs after placing the order.

  • No longer needing the item after the holiday or event has ended.

We do our best to display product information as accurately as possible. However, due to differences in display devices, lighting, and photography environments, the actual product may vary slightly from the images. This is generally not considered a product quality issue.

Acegara backdrops are mainly designed for holiday and outdoor decorative displays. Slight color differences, normal print texture, or shipping creases are generally not considered product defects.

Orders usually cannot be cancelled after 24 hours of submission. If the item meets the return conditions, you may still request a return within 7 days of receiving the item, and return shipping will be the customer’s responsibility.

📩 Contact Us

If you have any questions about your order, return, replacement, refund, or delivery issue, please contact us:

Acegara Customer Support
support@acegara.com