Return and Exchange Policy

We are committed to selling high quality products to ensure

that you are fully Satisfied with every purchase made at ACE

Refund & Exchange policy within 14 days from date of purchase, while all ACE products are covered by 30 days money back guarantee. If applicable, we will gladly refund or exchange the item subject to the following terms & conditions:

  • All items must be returned in good condition, original packaging & with all paperwork, parts & accessories.
  • All items must be accompanied by the original proof of purchase to ensure a full refund in the same method of purchase.
  • Where original receipts are not presented, an exchange for only ACE products will be issued.

Non-refundable or non-exchangeable products apply to the following:

  • Special order or personally customized items (mixed paint, items sold per meter, etc.).
  • Damaged or amended products that are no longer in sellable condition.
  • Items by reason of their nature: perishable goods (for example: plants).
  • Product installation services that have already commenced.

Warranty terms & conditions (after 30 days & within 1 year from date of purchase):

  • Please retain receipt and warranty card for claims.
  • The primary responsibility for warranty services rests with the principal supplier.
  • Accessories, batteries and consumables are not covered under the warranty.
  • The warranty becomes invalid if the product has been opened or tampered with by an unauthorized personnel.
  • The warranty is applicable only within Egypt.

Shipping & Handling

When will I receive my order?

After you have successfully placed your order, our Customer Service team will conduct a verification process

and order confirmation by phone call. After successful verification (time frame: within 72 – 24 hours after ordered date), you can expect to receive your order within the given time frame given for each product

 

How can I check the status of my order?

Call our customer service on 19309 choose online order

Keep your order number with you.

 

Sealed items cannot be opened to be checked unless payment is processed,

hence it is not possible for the customer to open, reject and send orders back with the same driver. This can only be done before opening the package.The package must be paid for and received first and then if there are any issues the normal return process will be carried out by contacting the Customer Service.

Security

  • Orders must be delivered to a private addresses, e.g. home or work address. Kindly note that we cannot deliver any order to public places, streets, cafes and/or restaurants.
  • If payment is completed with a credit card, the only person allowed to receive the order is the card holder,

          who must show his national ID to our driver.

 

Return policy

Shipping fees will be deducted from the amount of refund

 

What happens once we receive the returned item(s)?

  • The quality check is processed on the reason of return communicated to our customer service team.
  • After performing a quality check on the returned product by our After Sales department: you will be able to proceed with one of the below two options:
  • Exchanging your product with another one from online store www.acehardware.com.eg or from the physical store.
  • Refund

Payment

  • Credit card
  • Cash on delivery