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Refund Policy

Thank you for shopping with Ascend Reach. We want every customer to be fully satisfied with their purchase. Please read our Refund & Returns Policy carefully to understand how refunds and exchanges work.

1. Returns Eligibility

We accept returns under the following conditions:

  • Items must be returned within 14–30 days of delivery (choose your preferred number).
  • The product must be unused, undamaged, and in its original packaging.
  • Proof of purchase (order number or receipt) is required.

Items NOT eligible for return include:

  • Seasonal/Christmas items (after the holiday)
  • Clearance or final-sale items
  • Personalized or custom-made products
  • Opened packages of hygiene-sensitive toys (e.g., baby teethers)

2. Return Process

To initiate a return:

  1. Email us at Israeldsteinberg@outlook.com with your order number and reason for return.
  2. Our support team will approve the return if eligible and provide instructions.
  3. Ship the item back to the address provided (return shipping costs are the customer’s responsibility unless the product is defective).

3. Damaged or Defective Items

If an item arrives damaged, defective, or incorrect:

  • Contact us within 48–72 hours of delivery.
  • Provide photos or video evidence of the issue.

We will offer one of the following:

  • Replacement of the item
  • Store credit
  • Full refund

There is no return shipping fee for defective items.

4. Refund Processing Time

Once your returned item is received and inspected:

  • Refunds are processed within 3–7 business days.
  • Refunds are issued to your original payment method.
  • Shipping charges are non-refundable, except in cases of defective items.

5. Exchanges

We offer exchanges for:

  • Wrong size/color (if the product is unused and in original packaging)
  • Defective or damaged items

Exchange requests follow the same process as returns.

6. Cancellations

Orders can be canceled within 12 hours of placing the order.
If the order has already been shipped, cancellation is not possible, but you may initiate a return after delivery.

7. Late or Missing Refunds

If you haven’t received your refund after the processing period:

  1. Check your bank or credit card account.
  2. Contact your payment provider (processing times vary).
  3. If still unresolved, contact us at Israeldsteinberg@outlook.com.

8. Contact Us

For return or refund assistance, please reach out:

Ascend Reach
5524 12th Ave
Brooklyn, NY 11219

📞 +1 (551) 351-0566
📧 Israelsteinberg@outlook.com