Refund policy
Last updated: 1.06.2026
At ASHENROC we want you to feel confident with every order. If something is not right, we’re here to help.
Returns
You may request a return within 14 days of receiving your order.
To be eligible for a return, your item must be:
- Unused, unworn, and unwashed
- In its original condition
- With all tags and labels attached
- Accompanied by proof of purchase, such as an order confirmation or receipt
To start a return, please contact us at:
ashenrocsupport@gmail.com
Please include your order number, name, and reason for return.
Items That Cannot Be Returned
We cannot accept returns on:
- Gift cards
- Items marked as final sale, unless faulty
This does not affect your legal rights if the product is faulty, damaged, or incorrectly supplied.
Faulty, Damaged, or Incorrect Items
Please inspect your order when it arrives.
If your item is faulty, damaged, or you received the wrong product, contact us as soon as possible at:
ashenrocsupport@gmail.com
Please include:
- Your order number
- A short description of the issue
- Photos of the item and packaging, where possible
If the item is confirmed to be faulty, damaged, or incorrect, we will offer a suitable solution, such as a replacement, exchange, repair, or refund.
Return Shipping
For change-of-mind returns, customers are responsible for return shipping costs unless stated otherwise.
If the return is due to a faulty, damaged, or incorrect item, we will cover reasonable return shipping costs.
We recommend using a tracked delivery service, as we cannot be responsible for items lost during return shipping.
Refund
Once we receive and inspect your returned item, we will notify you whether your refund has been approved.
If approved, your refund will be processed to your original payment method.
Refunds are usually processed within 14 days of approving the return. Please note that your bank or payment provider may take additional time to make the funds available.
Original standard delivery charges may be refunded where required by consumer law. Extra delivery upgrades, such as express shipping, may not be refundable.
Exchanges
We offer exchanges for size or colour changes, subject to stock availability.
To request an exchange, contact us at:
ashenrocsupport@gmail.com
If the item you want is unavailable, we may offer a refund or store credit instead.
Sale Items
Sale items may be returned unless they are clearly marked as final sale.
Final sale items cannot be returned for change-of-mind reasons, but this does not affect your rights if the item is faulty, damaged, or incorrectly supplied.
How to Start a Return
To start a return, email us at:
ashenrocsupport@gmail.com
Please include:
- Your full name
- Order number
- Item you wish to return
- Reason for return
- Photos, if the item is faulty or damaged
We will respond with return instructions.
Contact Us
For questions about returns, refunds, or exchanges, please contact us:
Email: ashenrocsupport@gmail.com