Terms And Conditions For The Sale And Delivery Of Goods

1. Definitions

   1. Buyer The person who buys or agrees to buy the goods from the seller

   2. Conditions The terms and conditions of sale as set out in this statement and any special terms and conditions agreed in writing by the seller.

   3. Goods The articles that the buyer agrees to buy from the seller.

   4. Price The price for the goods, excluding any carriage, packaging, and insurance costs.

   5. Seller: AceCosm

2. Conditions

   1. These conditions shall form the basis of the contract between the seller and the buyer in relation to the sale of goods. To the exclusion of all other terms and conditions including the buyer’s standard conditions of purchase or any other conditions which the buyer may purport and apply under any purchase order or confirmation of order or any other document.

   2. All orders for goods shall be deemed to be an offer by the Buyer to purchase goods from the Seller pursuant to these conditions.

   3. Acceptance of delivery of the goods shall be deemed to be conclusive evidence of the buyer’s acceptance of these conditions.

   4. These conditions represent the whole of the agreement between the seller and the buyer. They supersede any other conditions previously issued.

3. Price

   1. The price shall be the fixed price quoted on the seller’s confirmation of the webshop. The price is the exclusive delivery cost. The Delivery cost is quoted separately.

4. Payment

   1. The buyer shall pay all invoices in full and not exercise any rights of set-off or counterclaim against invoices submitted by the seller.

   2. Bank Transfer Fees Support Policy

      1. For wire transfers with an amount ranging from $300 to $800, we acknowledge the potential imposition of transfer fees by banks. In such cases, we are committed to providing support for transfer fees up to a maximum of $30. The reimbursement will be issued in the form of store credit.

      2. For wire transfers exceeding $800, we extend our support by covering the entirety of additional transfer fees incurred. The reimbursement will be issued as store credit.

      3. For wire transfers with an amount less than $300, we cannot provide support for transfer fees.

   3. The customer must provide proof of the imposed transfer fees within 30 days from the date of transaction, such as a bank statement or receipt, to be eligible for reimbursement.

   4.  The maximum store credit issued for transfer fee reimbursement will not exceed the actual amount of fees incurred.

   5. Reimbursement will be processed promptly upon verification of the customer's claim.

   6. Store credit issued for transfer fee reimbursement is non-transferable and can only be used for future purchases.

   7. The Company reserves the right to amend or terminate this policy at its discretion.

   8. For any inquiries or to submit a claim for transfer fee reimbursement, please contact us at info@acecosm.com

5. Goods

   1. The quantity and description of the goods shall be as set out in the seller’s confirmation of order.

   2. The quantity and description together with photographic images as displayed on the web shop are indicative. This is used to provide as much detail as possible but may, from time to time, contain variances.

   3. Medical Advice

      1. We strongly recommend that the given products are used solely by licensed professionals who are trained and experienced with these products. We don’t have information about the medical histories and health conditions of our customers that’s why we don’t offer any instructions to manage or on usage of our products, medical aesthetics, and devices. We also recommend to kindly consult a medical professional for any doubts or concerns about the usage of these products. Kindly be aware, that for any damages or any reaction due to the improper usage of these products, Ace cannot hold responsibility.

6. Warranties

   1. The seller warrants that the goods will at the time of delivery correspond to the description given by the seller in the confirmation of the order

7. Delivery Of The Goods

   1. Delivery of the goods shall be made to the buyer’s address indicated in his/her account and as agreed in advance of any delivery agreement. The buyer shall make all arrangements necessary to take delivery of the goods on the day notified by the seller for delivery.

   2. The tracking number will be sent to the buyer separately via e-mail. The buyer shall track his/her parcel and be at home at the time of delivery to sign and accept the goods.

   3. All the goods pass through customs inspections and it is a completely normal case.

   4. In reference to Cross Border VAT e-commerce modernization

      1. We would like to inform you that products purchased online from overseas platforms are subject to import tax. Therefore, your purchases from AceCosm may fall in the category, and depending on your country you might have to pay taxes. Please be aware that your order amount with us does not include taxes.

   5. Toxins and Saxenda pens are packed in a styrofoam box with ice packs. In case the ice packs are melted during the shipment, the temperature remains below 8°C, as the package is well insulated and no air can get inside it.This temperature is acceptable for up to 4 weeks. However, during the summer season despite proper packaging, products may arrive in relatively warm or even hot conditions. Based on our experience and test results, there is a possibility of the product losing its efficiency by up to 10%. We do not accept return or refund requests caused by temperature. Please proceed with the purchase at your discretion.

   6. If, for any reason, we need to put your order ON HOLD (meaning it will not be shipped until we receive your response), we require you to provide a response within 24 hours. If we don't receive a response within that time frame, we will proceed with shipping your order in its original state.

      Additionally, there may be instances where we contact you via email regarding an OUT OF STOCK issue. This occurs when you place an order on our website and an OUT OF STOCK issue arises within 24 hours. If we don't receive a response from you within 24 hours, we will proceed with shipping the remaining products, excluding the out of stock items. We will also provide a store credit refund for the value of the items that couldn't be shipped due to a lack of inventory.

   7. If you would like to make a claim for missing items, a video of your unpacking process is needed.

   8. If you have not received your parcel, we recommend this instruction as follows.

      1. Please track the parcel with the tracking number you received.

         • If the logistics website says your parcel is at the pickup location, you should contact your local carrier directly. If the parcel is awaiting the customer at the pickup location but the recipient has not picked it up and the parcel was returned, we do not compensate it in any way.

         • *We accept claims within 30 days from the delivery date if your package has been delivered to the wrong address.

         • We will automatically send a tracking information email to the email address registered on our website when your package leaves the warehouse. After that, you will need to personally track the shipment and check the delivery status. If you do not receive the tracking information email, please contact us within 3 days. All claims related to delivery must be submitted within 30 days after the package has been shipped. 

         • If there is an issue with your package, we will either be contacted by the shipping company first or, if you contact us first, we will send an email to the email address registered on our website within 24 hours. If we do not receive a response from you within 72 hours, we will request a return the package to us, and we will refund the remaining amount, excluding all shipping fees, in the form of store credit. In case of discard, you will not get any refund. 

      2. If you cannot track your parcel for reasonable reasons at least three days after the shipping date, contact us at info@acecosm.com.

      3. Once we receive an email, we will ask the logistics to investigate your parcel.

      4. IMPORTANT! Investigation can take up to two weeks. We can take no action before 14 days for your case.

   9. Delivery Confirmation and Claims

      1. In certain cases, we may be unable to confirm the delivery status of your order through the shipping carrier. When this occurs, we will reach out to you via email to verify receipt of the item. If you do not respond to our email within 60 days from the shipping date, we will consider the item as delivered. After this period, we will not be able to process refunds or reshipments.

8. Refund, Return, And Replacements

   1. We only initiate the refund, return, or replacement process in cases such as given below:

      1. Received Wrong Product
      2. Missing Product in Order

         • Prior to shipment, we thoroughly check the quality and quantity of all products in our warehouse and pack them appropriately.

         • Upon receiving the parcel, the customer is responsible for thoroughly inspecting the contents, including the bubble wrap packaging. Customers are advised to pay close attention to the bubble wrap, as it may contain smaller items such as disposables, saline, or other compact products.

         • By accepting the parcel, the customer acknowledges and agrees to these terms and conditions, understanding their responsibility to inspect all packaging materials, especially bubble wrap, before disposal.

         • We record the packaging process with a video camera. Therefore, if you receive a product that is not properly delivered, we will verify the matter with the warehouse and, if it is our mistake, we will provide a free re-delivery or a refund for missing items.

         • However, if we have verified that the product has been properly shipped from our side, we will not be able to provide free re-delivery or a refund. We will provide a copy of the recorded video upon request.

         • If you claim that you have not received the product properly, we will require an unboxing video of the product to process your request.

      3. Damaged Product

         • The information about the issue should be provided within 30 days of the delivery date via email at info@acecosm.com. After this period, if no problem is reported, we will consider the transaction closed. Please send us a short video of the product, which we will review with our manufacturer and provide you with relevant information. If the issue is deemed acceptable, we will cover the shipping fee for re-shipping the items.

      4. Buyer's Simple Remorse

         • A refund is available when the customer contacts us regarding returning items within 30 days of the delivery date.

         • We can accept the products back if they are unopened, undamaged, and in original packaging.

      5. Product Expiration

         • Most of our products are known for their extended expiration periods, ensuring that you receive high-quality items with a prolonged shelf life.

         • If products in your order have more than 3 months until the expiration date at the time of delivery, we recommend using them as intended without concern.

         • Unfortunately, we cannot offer refunds or replacements for products that have been in the customer's possession for an extended period, especially after the expiration date.

      6. The recipient's absence

         • The recipient has to arrange the delivery date with the carrier if the recipient has a plane to be out of town for a long time. In such a case, we are not able to assist once the package is shipped from our warehouse and we do not accept refunds for this reason.

   2. How to claim a refund if the product doesn’t result in the desired outcome?

      1. AceCosm receiving baseless claims for refunds and replacements lately, therefore please be advised that all products sold on AceCosm are intended for use by medical professionals. In case of wrong or improper usage by an unskilled or uncertified person, which might result in undesired performance and outcome, AceCosm does not bear any responsibility in relation to product performance. To claim a refund, AceCosm requires to provide a full video recording of unpacking and procedure done with the given product, which supports the customer’s claim and helps identify the cause of the problem. If a video recording is not provided, no refund is available.

   3. Received a damaged box

      1. All products are well packed and shipped on our side. Unfortunately, we cannot control shipping companies, and can't compensate for the reason why the box is damaged. When you received a damaged package but the product inside the box is not damaged it does not count as a damaged item. Thus, there is no refund/store credit/replacement. When the product inside the box is damaged, then we can accept claims.

   4. Received a broken/damaged saline

      1. We’re offering saline for free if you order some products which need to be mixed with saline. However, there is a possibility for the package of saline to be missing, broken, or damaged during the shipment. Offering free saline is our favor to help use products that need to be mixed with saline. But in case of missing, damaged, or broken vials, we do not compensate the amount of money with saline as a credit in your Wallet or do not reship it. Saline is widely available in the pharmacy, and you can purchase it in your local pharmacies or online shops. In case you paid $3 for saline, we will cover it as a store credit or reship it with your next order if it is missing, damaged or broken since the re-shipping fee for solely saline is highly expensive. However, we will do our best to prevent this from happening by packaging well. If it happens, we hope for your kind understanding.

   5. The package is held at customs.

      1. It is the responsibility of the customer to handle any customs-related issues that may arise. This may include submitting necessary licenses or documents required by customs. However, we understand that this process can be complex and time-consuming, which is why we are happy to offer assistance to our valued customers.

      2. If the package gets stuck in local customs and is not released, there are two possibilities that the recipient should pay the tax fee, or the package was refused by customs. If the problem is a tax fee, it should be released by paying this fee from the receiver.

      3. We understand that dealing with customs issues can be challenging so we are willing to assist you in resolving this issue. In the event that a parcel is under review by customs authorities, customers are required to wait for the final outcome of the review process. While awaiting the final result of the customs review, customers have the following options:

         • Customers may opt for reshipment of the parcel.

         • Customers may choose to receive a refund in the form of store credit. Refunds issued as store credit are provided as an expedited resolution measure, allowing customers the flexibility to make future purchases while awaiting the final outcome of the customs review.

      4. If customers choose to receive a refund to their original payment method, the refund will only be issued once the final outcome of the customs review is determined.

      5. We kindly request you to provide a definite response to our email, asking your preference, within 72 hours.
         - If we do not receive a response from you within 72 hours and this is the first time your package has been held by customs, we will reship your package automatically.
         - If we do not receive a response from you within 72 hours and this is not the first time your package has been held by customs, we will issue a refund of your order as the store credit in AceCosm wallet.

      6. We will offer you reshipping for free up one time when your package is stuck in customs. However, if your package is stuck in customs again, even after the second shipping, we will process a full refund to you in the form of store credit. 

      7. Based on the company's experience, if a customer has experienced unsuccessful deliveries to a particular country, the company reserves the right to engage an alternative shipping company for subsequent shipments to that country. Customers are encouraged to communicate any specific preferences or requirements in advance.

      8. Customers are advised to notify the company in advance if they have specific shipping preferences or requirements for certain destinations. Proper instructions, restrictions, or preferences should be communicated to the company before the shipping process begins.

      9. In the absence of specific shipping instructions or preferences communicated by the customer in advance, the company will use its expertise to determine the most suitable shipping method for the parcel.

   6. Duplicated payment.

      1. Once we confirm that the payments or orders were made in duplicate due to the customer’s mistake, we will promptly notify the customer by email to check and reply within 24 hours.

      2. If it is confirmed that the payments were made in duplicate due to the customer’s mistake, the one of the payments will be credited to your store credit in AceCosm wallet.

      3. If we confirm that the same order was placed twice, we will first ship one of them and keep the other one ‘on hold’ until we receive customer’s response. If we do not receive a definite answer from you within 24 hours, the last of duplicated orders will be refunded as a store credit. 

   7. Received defective product

      1. If only one product in the box is damaged, we will refund you for the damaged product(s). To receive a full refund, please send a picture or video of each damaged product. This information is necessary to compensate the manufacturer, so we need your cooperation.

   8. Refund to Bank account

      1. To ensure a smooth and accurate processing of your refund, we kindly ask you to provide complete and accurate information. Failure to do so may result in the refund being sent to the wrong bank account or returned to us. By proceeding with the refund request, you agree to the following terms and conditions.

      2. You must provide accurate and up-to-date information, including your full name, bank account details, and any other required information for the refund process.

      3. You acknowledge that the accuracy of the provided information is your responsibility. Any errors or omissions may lead to delays, misdirected refunds, or the refund being returned to us.

      4. We reserve the right to verify the provided information before processing the refund. Inaccurate or incomplete details may result in the delay or rejection of the refund request.

      5. The processing time for refunds is contingent upon the accuracy and completeness of the information provided. Delays caused by inaccurate information are beyond our control.

      6. We do not take responsibility for refunds sent to the wrong bank account or returned due to incomplete or inaccurate information provided by the customer.

      7. In the event of discrepancies or incomplete information, we may make reasonable attempts to contact you for clarification.

      8. Refund requests with incomplete or inaccurate information may be rejected. In such cases, you will be notified, and further instructions for correction may be provided.

      9. By proceeding with the refund request, you acknowledge that you have read, understood, and agreed to these terms and conditions. It is important to review your information carefully before submitting your refund request to avoid any issues with the processing of your refund.

   9. For a return or refund, you can contact info@acecosm.com which includes a picture of the damaged or unopened product and the reason or information regarding the mentioned product.

9. Acceptance Of The Goods

   1. The buyer shall be deemed to have accepted the goods 24 hours after delivery to the buyer.

   2. The buyer shall carry out a thorough inspection of the goods as soon as practically possible of delivery and shall give verbal or emailed notification to the seller on the day of delivery of the goods of any defects which a reasonable examination would have revealed.

   3. Where the buyer has accepted or has been deemed to have accepted the goods the buyer shall not be entitled to reject goods which are not in accordance with this statement.

10. Title And Risk

    1. The buyer shall take all the risks by ordering from the website.

    2. Risk shall pass on delivery of the goods to the buyer’s address.

    3. Until title passes the buyer shall hold the goods as bailee for the seller and shall store or mark them so they can at all times be identified as the property of the seller.

    4. The seller may maintain an action for the price of any goods notwithstanding that title in them has not passed to the buyer.

11. Changes To Terms Of Service

    1. You can review the most current version of the Terms of Service at any time on this page.

    2. We reserve the right, at our sole discretion, to update, change or replace any part of these Terms of Service by posting updates and changes to our website. It is your responsibility to check our website periodically for changes. Your continued use of or access to our website or the Service following the posting of any changes to these Terms of Service constitutes acceptance of those changes.

12. Reviews

    1. The review section is intended to make us have a better service. If you have any inconvenience with our service, please kindly leave your feedback. However, the reviews that contain other vendors' names or products that are not included in our list, will be automatically deleted from this section.

    2. Content Guidelines:

       1. After you write a review, your first name will be appeared on our reviews section, for privacy concerns we will not display your full nameю

       2. Reviews should be relevant to the product being reviewed.

       3. Reviews should be well-structured and provide insightful information about the product's features, performance, and usability.

       4. Reviews containing inappropriate language, hate speech, discriminatory remarks, or personal attacks will not be tolerated.

    3. To encourage genuine and helpful feedback, customers who submit well-structured and informative reviews may be eligible for rewards or incentives. However, store credit or rewards will not be provided for reviews that do not meet our content guidelines, such as those consisting of only letters or lacking substantive content.

    4. Pictures and videos you kindly share with us will be displayed on each product's review sector.

    5. Shared pictures and videos can be our marketing sources and they can be posted on our social media channel as marketing material. The eyes part of the picture will be hidden.

    6. By submitting a review on our website, you agree to abide by the above guidelines and policies. We reserve the right to update or modify these guidelines at any time without prior notice.

13. Terms And Conditions During A Sale

    1. We cannot accommodate requests to ship orders at a later date than the initial purchase date during a sale. This would cause an inventory error.

    2. Any special request for shipping is not acceptable. If you find it difficult to receive the package on time, you will have to contact the delivery company directly to resolve the issue. We do not offer refunds or re-delivery if you are unable to receive the goods due to personal reasons.

    3. During the sale period, you need to place the order directly by yourself on our website. Due to large amount of orders, we are not able to help you to generate any invoice. 

    4. We will not be able to cancel your order once it has been paid and confirmed.

    5. It is not possible to add or remove products from your original order. This is to prevent any possible mistakes.

    6. If the saline you purchased is missing from your package, we will refund the corresponding amount of $3 as store credit. However, we do not provide any form of compensation for the free saline given to you.

    7. Combining two orders is not available in order to prevent possible mistakes. Please make sure to add all products to your cart and submit as one order.

    8. Please ensure that payment is completed within 7 days of placing an order. if not, the order will be deleted from the history.

    9. Due to the large number of orders during the sale, shipping delays may occur.

    10. During sales events, there could be potential delays in shipping attributed to a lack of available aircraft space, primarily caused by a surge in shipment volumes, particularly in the European region.

    11. Make sure to place your order during the sale! If you submit your order before or after the sale period, we won't be able to give you the additional discount.

    12. The tracking information for your package may become available within 24 hours after you receive the tracking number by email.

    13. Before placing your order, please make sure you have applied a 10% discount. Emails associated with "have not received a discount" or "didn't apply a discount code" will be IGNORED..

    14. Please make sure to input the correct address as we cannot update the shipping address while the sale is in progress.

    15. Make sure you choose the right option for your shipping purposes «signature required» or «signature not required»

    16. We won't be able to add complimentary gifts like free samples or masks during the sale.

    17. During the sale process, any customer requests specified in the memo cannot be accommodated. This encompasses actions such as adding extra ice, removing complimentary samples or masks, or providing specific delivery instructions like "ship via FedEx or UPS" or "leave at the porch." However, we are able to proceed with requests to ship via EMS.

    18. During promotional sale periods, all products are known for their extended expiration periods, ensuring that you receive high-quality items with a prolonged shelf life. We do not ship products with less than 3 months until the expiration date. This is to ensure that you receive products with ample time for consumption before the expiration date. If all products in your order have more than 3 months until the expiration date at the time of delivery, we recommend using them as intended without concern.

    19. During the sale some products might be out of stock, we can offer store credit in the same amount, a replacement, or a refund.

    20. If a refund is requested after the end of the sale, we will refund the amount that you paid during the sale period.

14. Contact Information

    1. Questions about the Terms of Service should be sent to us at info@acecosm.com