Refund policy

Returns

Generally, returns are allowed if the item is proven to be defective, as indicated in the guidelines of the Department of Trade and Industry, Consumer Protection. For details on how to do a product return, kindly consult with the Marketplace or selling entity from which you obtained the item.

Refunds

Depending on the reason of the request, payment method, and selling entity, refunds take from as little as a few days to several weeks. For details on how to request for a refund, kindly consult with the Marketplace or selling entity from which you obtained the item.

 

RETURN & EXCHANGE POLICY FOR CALL & COLLECT:

Items bought from ACE HARDWARE may be returned/exchanged within 30 days from purchase date provided the item/s is accompanied with proof of purchase, in their original packaging with tags and complete accessories.

For items allowed for return/exchange, a Customer Credit Voucher is issued, valid for 30 days at any ACE HADWARE store and must be consumed in full upon presentation for payment.

Selected item/s for exchange may be of the same or higher value as the item/s being returned. The price difference must be paid. If Credit Voucher is not utilized in full, it is understood that customer waives excess amount.

Return and replacement of customized items such as cut products, mixed paints and indent orders will NOT BE ACCEPTED.

Valid reasons for return and exchange include the following: 

  1. Faulty, defective, or damaged product;
  2. Item has missing parts or accessories;
  3. Wrong item is delivered;
  4. Change of size or specification;
  5. Product that is fundamentally different in nature from the product specified in the website;
  6. Product that is not as advertised on the website;

 Invalid reasons for return and exchange (under the Consumer Act of the Philippines RA 7394):

  1. Change of mind.
  2. Defects caused by misuse or mishandling of items by customer.
  3. Discovery of the lower price of the same item from another store.

For returns and exchanges, kindly visit the nearest ACE Hardware branch and present a copy of your tape receipt along with your item. If valid for return, a customer credit voucher shall be issued by the store, which you can use to purchase from ACE Hardware.

Be sure that all items to be returned are still in their original packaging, with complete accessories and attached price tag. Please note that your original receipt was shipped together with your order. It is important to keep your original receipt safe should you ever need it for warranty or return and exchange.

Selected item/s for exchange may be of the same or higher value as the original item being returned. The price difference of item/s with higher value than the original item must be paid. Customer waives any excess amount if item chosen for exchange has lower value than the original item.