Right of withdrawal and refund
At ACE Craft, we want you to be completely satisfied with your purchase or booking. Below you will find information regarding your rights concerning cancellations, returns, and refunds for our various products and services, in accordance with applicable consumer protection and withdrawal laws.
Standard Physical Products (E-commerce)
For standard, non-personalized physical products purchased from our online store, you have a statutory right of withdrawal:
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14-Day Withdrawal Period: You have the right to withdraw from the purchase within 14 days of receiving the item (or someone designated by you receives it).
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Condition of the Item: To qualify for a full refund, the item must be returned unused, undamaged, and in its original packaging.
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Return Shipping Costs: The customer is responsible for paying the direct costs of returning the item, unless the item is defective or we sent the wrong product.
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Refund Processing: We will issue your refund no later than 14 days from the day we receive the returned item, or when you provide proof that the item has been shipped back.
Personalized & Custom-Made Products (Physical)
Many of our physical products are made uniquely for you (featuring specific names, dates, text, or custom color schemes).
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Exception to the Right of Withdrawal: In accordance with consumer law (Angrerettloven § 22 e), the right of withdrawal does not apply to goods that are custom-made to the consumer's specifications or are clearly personalized.
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No Cancellation After Production Starts: Once production on your personalized item has begun, the order cannot be cancelled, modified, or refunded.
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Please double-check all spelling, names, and dates before finalizing your checkout.
Digital Products (Downloadable Files & Templates)
Our digital products (such as invitations, signage templates, and downloadable files) are delivered instantly upon purchase.
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Exception to the Right of Withdrawal: The right of withdrawal does not apply to digital content delivered digitally (not on a tangible medium) once the download or delivery has begun with the consumer's explicit consent (Angrerettloven § 22 n).
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Final Sale: By finalizing your purchase, you agree to immediate delivery and acknowledge that you lose your right of withdrawal. Therefore, digital products are non-refundable.
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If you encounter any technical issues with your file, please contact us and we will gladly assist you.
Decoration Rentals & Event Services
For event decorating services or equipment rental bookings, our fixed cancellation terms apply as outlined in our Rental Agreement:
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Advance Payment: The initial 30% advance booking fee is completely non-refundable, as it secures your date and ensures we turn down other potential clients.
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Cancellations more than 14 days before: If you cancel your booking more than 14 days prior to the agreed event/rental date, any payments made in addition to the 30% advance fee will be refunded.
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Cancellations less than 14 days before: If you cancel less than 14 days before the event, no refund will be issued, as materials have already been purchased and equipment has been reserved exclusively for you.
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Security Deposit for Rental: The security deposit (500 - 1000 kr or more in cash collected at pick-up) is strictly a holding deposit and will be returned to you in full immediately upon the safe return of undamaged, complete, and fully accounted-for equipment.
How to Submit a Return (For Standard Products)
If you wish to exercise your right of withdrawal for a standard online store product, you must notify us before the 14-day period expires:
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Email us at: [Your Email Address]
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Include your order number and the full name used for the purchase.
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You can use the standard withdrawal form provided with your order confirmation, or simply send a clear statement stating that you wish to return the product.
Claims & Damaged Goods (Defects or Production Errors)
If an item arrives damaged from shipping, or if we made a mistake during production (e.g., a spelling mistake on our part on a personalized item):
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Contact us immediately (and no later than a reasonable timeframe) at [Your Email Address].
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Please attach photos of the damage/error along with your order number.
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If the mistake or damage is on our end, we will gladly send a replacement, repair the item, or issue a full refund at no extra cost to you.