Refund policy
RETURN AND REFUND POLICY — ACI GROUP, LLC
June 8, 2026
We stand behind every product we sell. If your order doesn't meet expectations, this policy explains how to make it right.
ACI Group, LLC
Phone: (512) 347-9000
Email: info@imhmdi.com
Address: 1001 Mopac Cir, Austin, TX 78746, United States
┌─────────────────────────────────────────────────────┐
│ QUICK REFERENCE │
│ │
│ Return window ............. 30 days from delivery │
│ Condition required ........ Unused, original tags │
│ Inspection time ........... 3–5 business days │
│ Refund processing ......... 5–10 business days │
│ Damaged/wrong item ........ Report within 48 hours │
│ Cancellation window ....... 24 hours (if not shipped│
│ │
└─────────────────────────────────────────────────────┘
SECTION I — RETURN ELIGIBILITY
✦ Timeframe
You have 30 calendar days from the date of delivery to initiate a return.
✦ Condition Requirements
To qualify, the item must be:
• Unused and unworn
• In its original, undamaged packaging
• Accompanied by all original tags, labels, and accessories
• Supported by a receipt or proof of purchase
✦ Items Excluded from Returns
We cannot accept returns on:
• Gift cards
• Digital products (downloads, software, licenses)
• Custom or personalized items
• Items marked "Final Sale" or "Non-Returnable"
• Merchandise that has been used, washed, altered, or damaged by the customer
• Perishable goods
SECTION II — INITIATING A RETURN
┌─── PHASE 1 ───────────────────────────────────────┐
│ CONTACT │
│ Email info@imhmdi.com or call (512) 347-9000. │
│ Provide: order number, item(s), reason. │
└───────────────────────────────────────────────────┘
↓
┌─── PHASE 2 ───────────────────────────────────────┐
│ AUTHORIZATION │
│ We review your request and issue an RMA number. │
│ ⚠ Do not ship without an RMA. Unauthorized │
│ returns will not be processed. │
└───────────────────────────────────────────────────┘
↓
┌─── PHASE 3 ───────────────────────────────────────┐
│ PACK & SHIP │
│ Repackage the item securely. Write the RMA │
│ number on the outside. Ship to the address we │
│ provide in the authorization email. │
└───────────────────────────────────────────────────┘
↓
┌─── PHASE 4 ───────────────────────────────────────┐
│ INSPECTION & REFUND │
│ We inspect within 3–5 business days of receipt. │
│ If approved, refund is processed to your original │
│ payment method within 5–10 business days. │
└───────────────────────────────────────────────────┘
SECTION III — RETURN SHIPPING COSTS
┌──────────────────────────────────┬─────────────────┐
│ SITUATION │ SHIPPING PAID │
├──────────────────────────────────┼─────────────────┤
│ Buyer changed mind │ Buyer │
│ Buyer ordered wrong variant │ Buyer │
│ Wrong item shipped by us │ ACI Group, LLC │
│ Item arrived defective │ ACI Group, LLC │
│ Item damaged in transit │ ACI Group, LLC │
└──────────────────────────────────┴─────────────────┘
When we are at fault, a prepaid return label will be provided.
When you are responsible, we recommend using a trackable shipping
service. ACI Group, LLC is not liable for return packages lost or
damaged in transit when shipped by the buyer.
SECTION IV — REFUND DETAILS
✦ What Is Refunded
The product purchase price.
✦ What Is Not Refunded
Original outbound shipping charges (unless the return is due
to our error).
Gift-wrapping or special-handling fees, if any.
✦ Refund Method
Refunds are issued to the original payment method. If that
method is no longer active, contact us to arrange an alternative.
✦ Timing
3–5 business days for inspection after we receive the return.
5–10 additional business days for the refund to appear on your
statement. Your bank or card issuer may require additional time.
✦ Refund Not Appearing?
After 15 business days with no credit:
① Review your statement carefully.
② Contact your bank or card issuer.
③ If unresolved, contact us and we will trace the transaction.
SECTION V — EXCHANGES
✦ Defective or Incorrect Items
Contact us within 48 hours of delivery. Provide your order
number, a description, and photographs of the product and
packaging. We will ship a replacement at no charge.
✦ Different Product Desired
Return the original item under the standard process and place
a new, separate order.
SECTION VI — ORDER CANCELLATIONS
✦ Before Shipment
Orders may be cancelled within 24 hours of placement at no
cost. Contact us immediately by phone or email.
✦ After Shipment
Once a package is in transit, cancellation is no longer
possible. You must receive the delivery and follow the
return process. Refusing delivery may result in carrier
rerouting or restocking fees.
SECTION VII — PROMOTIONAL AND SALE ITEMS
Items purchased during sales, with discount codes, or at
promotional pricing are subject to the same return conditions
as full-price items. Refunds reflect the actual amount paid
after all discounts.
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ACI Group, LLC
1001 Mopac Cir, Austin, TX 78746, United States
Phone: (512) 347-9000
Email: info@imhmdi.com