Refund policy
Returns & Refund Policy
Last updated: 25 October 2026
This Returns & Refund Policy applies to purchases made from ACERE LTD, trading as Acere (“Acere”, “we”, “us” or “our”), through acereactive.com.
We hope you’re happy with your Acere order. If something isn’t quite right, we offer a 30-day return policy, meaning you have 30 days from the date you receive your order to request a return.
1. Returns
To be eligible for a return, your item must be in the same condition in which you received it.
Items may be tried on but must not have been worn beyond what is reasonably necessary to check the fit and appearance. Items must not have been washed, damaged or altered, and all original tags should remain attached.
Where reasonably possible, items should also be returned in their original packaging.
You will need your order number or other proof of purchase.
To request a return, please use our Start a Return page and sign in using the email address associated with your order.
Once your return request has been approved, we will email you a link to your Royal Mail return QR code, along with instructions on how to return your item. Please wait until you receive your QR code before dropping off your parcel.
If you experience any issues requesting a return, please contact us at info@acereactive.com
2. Return Address
Approved returns should be sent to:
Acere Returns
100 High Street
Tring
HP23 4AF
United Kingdom
Please contact us before sending your return.
Items sent back without first requesting a return may not be accepted or may take longer to process.
3. Return Postage
For eligible returns where the customer is responsible for return postage, a £3.75 return shipping fee will be deducted from the refund amount.
Once your return request has been approved, Acere will arrange your Royal Mail return postage and email you a link to your prepaid return label, which includes a QR code.
Securely package your item and take it, along with your QR code, to a participating Royal Mail drop-off location offering QR code label printing. Staff will scan your QR code and print and attach the return label for you. You do not need to print anything yourself.
Please keep your proof of postage until your refund has been processed.
If your item is faulty, damaged, incorrect or not as described, or where we are otherwise legally required to cover return postage, Acere will cover the return shipping cost and no £3.75 fee will be deducted.
This return shipping fee does not affect your statutory rights.
4. Damaged, Faulty or Incorrect Items
Please inspect your order when it arrives.
If your item is faulty or damaged, or you receive the wrong item, please contact us as soon as reasonably possible at:
Please provide your order details and information about the problem. We may ask you to provide photographs where appropriate so that we can assess the issue.
Where there is a problem with the goods, we will provide the remedy to which you are entitled under applicable consumer law.
Nothing in this policy affects your statutory rights.
5. Exchanges
We do not currently offer direct exchanges.
If you would like a different size or another item, you can return the original item in accordance with this policy and place a separate order for the replacement.
Availability of another size or product cannot be guaranteed.
6. 30-Day Acere Returns Policy
In addition to your statutory rights, Acere offers eligible customers a 30-day return period beginning on the date the order is received.
Our 30-day policy does not replace or restrict any cancellation, refund or other rights you may have under applicable consumer law.
7. UK Statutory Cancellation Rights
If you are a UK consumer purchasing online, you will generally have a legal right to change your mind and cancel an eligible order within 14 days after receiving the goods, subject to certain exceptions.
After notifying us that you wish to exercise your statutory cancellation right, you will generally have a further 14 days to return the goods.
Where applicable, these statutory rights exist independently of Acere's voluntary 30-day returns policy.
8. Sale and Promotional Items
Items purchased in a sale, promotion or using a discount code may be returned in accordance with this policy unless a specific legal exception applies.
Purchasing an item at a reduced price does not remove your statutory rights.
9. Refunds
Once we receive your return, we will inspect it and notify you about your refund.
If your return is approved, your refund will be made to your original payment method.
We aim to process refunds as quickly as reasonably possible and will process statutory refunds within the time required by applicable consumer law.
Your bank, card issuer or payment provider may require additional time to make the funds available in your account after we have processed the refund.
10. Delivery Charges
Where you exercise a statutory right to cancel an eligible online order, we will refund the standard delivery charge where required by law.
If you selected a more expensive delivery option, such as express or premium delivery, we are not required to refund the additional amount above the cost of our standard delivery option, except where otherwise required by law.
11. Deductions From Refunds
You are entitled to inspect and try on clothing in a reasonable way to determine its nature, characteristics and fit.
Where permitted by law, we may make an appropriate deduction from a refund if an item has been handled beyond what would reasonably be expected when examining it and this has reduced its value.
This does not affect your rights where an item is faulty, damaged, incorrect or not as described.
12. Your Statutory Rights
Nothing in this Returns & Refund Policy limits or excludes your statutory rights.
UK consumers have legal rights in relation to goods that are faulty, not as described, not of satisfactory quality or otherwise do not conform to the contract.
Our voluntary 30-day returns policy is provided in addition to those rights.
13. Contact Us
For questions about returns, refunds or problems with your order, please contact:
ACERE LTD
Trading as Acere
Company number: 17274069
Registered office:
66 Paul Street
London
England
EC2A 4NA
United Kingdom
Email: info@acereactive.com
Returns address:
Acere Returns
100 High Street
Tring
HP23 4AF
United Kingdom
