Refund policy
1. RETURN POLICY
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
Eligibility To be eligible for a return, your item must meet all of the following conditions:
- In the same condition as received — unworn or unused
- With original tags attached
- In its original packaging
- Accompanied by the receipt or proof of purchase
Non-Returnable Items
- Custom or personalized products (e.g. engraved watches, special orders)
- Gift cards
Sale Items — EU Customers If your order is shipped within the European Union, the statutory 14-day right of withdrawal applies to all eligible purchases, including sale items. Please refer to Section 5 (European Union — Right of Withdrawal) for full details.
For customers outside the European Union, sale items are final sale and cannot be returned or refunded unless they are defective, damaged, or incorrect.
2. HOW TO START A RETURN
To initiate a return, please contact us at shop@ac.cars with the following information:
- Order number
- Full name and contact email
- Product name and SKU (if available)
- Reason for return
- Whether you prefer a refund or an exchange
- Photos of the item if it is damaged, defective, or incorrect
Once your return request is accepted, we will send you instructions and, where applicable, a return shipping label. Items sent back without first requesting a return will not be accepted.
Return address: AC Cars Europe GmbH Robert-Bosch-Strasse 9 DE-78239 Rielasingen-Worblingen Germany
3. RETURN SHIPPING COSTS
Return shipping costs are handled as follows:
- Standard returns (change of mind): The customer is responsible for return shipping costs.
- Exchanges: The customer is responsible for return shipping costs. We cover shipping for the replacement item sent out.
- Damaged, defective, or incorrect items: We cover all return shipping costs. Please contact us at shop@ac.cars and we will provide a prepaid return label.
We recommend using a trackable shipping method for all returns. We are not responsible for items lost in transit on the way back to us.
4. REFUND POLICY
Once we have received and inspected your return, we will notify you of the approval status via email.
Approved Refunds If your refund is approved, it will be automatically processed to your original payment method within 10 business days. Please allow additional time for your bank or credit card company to post the refund.
If more than 15 business days have passed since we approved your return and you have not received your refund, please contact us at shop@ac.cars.
Partial Refunds In certain situations, only partial refunds may be granted — for example if an item shows signs of use or is missing parts not due to our error.
Non-Refundable
- Gift cards
- Custom or personalized orders
- Sale items (non-EU customers only — see Section 1)
5. EUROPEAN UNION — RIGHT OF WITHDRAWAL
If your order is shipped into the European Union, you have the statutory right to cancel or return your order within 14 days of receiving your item, for any reason and without justification.
This right applies to all eligible purchases, including sale items, in accordance with EU consumer law (Directive 2011/83/EU).
To exercise your right of withdrawal, contact us at shop@ac.cars within 14 days of receiving your order. The item must be returned in its original condition — unworn or unused, with tags attached and in original packaging — along with proof of purchase.
Return shipping costs for withdrawal returns are the responsibility of the customer unless the item is damaged, defective, or incorrect.
Refunds will be processed within 14 days of receiving the returned item.
6. EXCHANGES
We do not offer direct item-for-item exchanges for a different size, color, or model. If you would like a different item, you must return the original product first. Once your return has been accepted, you can place a new order separately for the preferred size, color, or model.
If your item is defective or damaged, we will replace it with the same product at no additional cost. Contact us at shop@ac.cars to arrange this.
7. WARRANTY & DEFECTIVE GOODS
All products are covered by the statutory warranty under applicable law (2 years for EU customers under EU Directive 1999/44/EC).
Manufacturing Defects If your product has a manufacturing defect — meaning a fault that existed at the time of delivery and is not caused by normal use, wear and tear, or mishandling — we will repair, replace, or refund the item at our discretion.
How to File a Warranty Claim Contact us at shop@ac.cars with:
- Order number
- Description of the defect
- Photos clearly showing the issue
We will review your claim and respond within 5 business days with the next steps.
What Is Not Covered
- Normal wear and tear
- Damage caused by misuse, accidents, or improper care
- Cosmetic damage that does not affect product functionality
- Items modified or repaired by the customer or a third party
8. DAMAGES & ISSUES
Please inspect your order upon reception. If an item is defective, damaged, or if you received the wrong item, contact us immediately at shop@ac.cars with photos. We will assess the issue and make it right as quickly as possible.
9. CONTACT
For all return, refund, and warranty enquiries:
📧 shop@ac.cars 📍 AC Cars Europe GmbH, Robert-Bosch-Strasse 9, DE-78239 Rielasingen-Worblingen, Germany ⏱ We aim to respond within 2 business days.
HOW TO START A RETURN
To request a return, please email us at shop@ac.cars with the following information:
- Order number
- Full name and email address
- Product name and size / variant
- Reason for return
- Whether you prefer a refund, store credit, or exchange
- Photos of the item — if it is damaged, defective, or incorrect
We will respond within 2 business days with confirmation and return instructions. Please do not send items back before receiving our confirmation.