Return and Exchange Policy

If you've changed your mind about your Acme vacuum, received it as a gift and need a different model, or experienced an issue that couldn't be resolved, our return and exchange policy is here to help. This article covers everything you need to know.

30-Day Change of Mind Return

You can return any Acme product purchased directly from acmevacuums.com within 30 days of purchase for a full refund, provided:

• The product is in original condition — no physical damage, all accessories and packaging included
• The product has been used no more than reasonably expected for evaluation (light use to assess suitability is acceptable)
• Your return request is submitted within the 30-day window

Note: Returns for products purchased from a third-party retailer (Amazon, Harvey Norman, etc.) must go through that retailer's return policy. Acme cannot process returns for third-party purchases.

Condition Requirements

Condition	Eligible for return?
Unopened in original packaging	Yes — full refund
Opened, lightly used, all accessories present	Yes — full refund
Missing accessories or packaging	Partial refund (deduction for missing items)
Physical damage (drops, cracks, burns)	Not eligible for change-of-mind return
Liquid damage	Not eligible

How to Initiate a Return

1. Log in to your Acme account at acmevacuums.com/account and go to My Orders.
2. Select the order containing the product you wish to return and click Request Return.
3. Select the reason for return from the dropdown.
4. Submit the request. You'll receive a return authorisation number and prepaid return shipping label by email within 1 business day.
5. Pack the item securely (original box strongly preferred). Write the return authorisation number clearly on the outside of the package.
6. Drop off at the designated courier point shown on the label within 7 days of receiving the label.

Refund Timeline

• Refunds are processed within 3–5 business days of us receiving and inspecting the returned item.
• The refund is issued to the original payment method. Credit card refunds may take a further 3–5 business days to appear on your statement depending on your bank.
• You'll receive an email confirmation when your refund has been processed.

Exchanges

Acme does not process direct item exchanges. To exchange for a different model:

1. Return the original product following the return process above.
2. Place a new order for the desired model at acmevacuums.com.

If you're upgrading from the ProClean V12 to the CycloneMax Pro, our support team can arrange an exchange credit on request — contact us before initiating the standard return to see if you qualify.

Faulty Product on Arrival

If your product arrived damaged or faulty, this is handled as a priority warranty claim rather than a standard return. Submit a request via Acme Support with photos of the damage — you won't need to go through the standard 30-day return window. We'll arrange a replacement or repair immediately.