Wrong Item Received/Defective/Damage Merchandise Policy
Please examine the outer box and all contents immediately upon receipt for any signs of Wrong Item(s) Shipped/Defective/Damage. All claims must be initiated within 5 business days of delivery with the carrier. Please e-mail us at sales@acehardwareoutlet.com so that we can initiate the process. Defective/damaged merchandise can ONLY be replaced.
If merchandise arrives that is incorrect, defective, or damage we will gladly replace it at NO charge to you (including return shipping charges) by issuing you a Pre-Paid Shipping Label. This Pre-Paid Shipping Label should be used for replacement of the same item that was incorrectly sent, defective, or damaged not for a refund or replacement for a different item. If it turns out that we shipped you the wrong product and we can not ship you the correct merchandise, we will gladly pickup the wrong merchandise and offer full refund for the order, but you MUST return the incorrect merchandise back to us in a re-sellable and undamaged condition, otherwise we will not refund you.
If you want a refund for a received item regardless if it was recieved incorrectly, damaged, or defective you will have to follow our return policy stated below.
Return Policy for Refund of received merchandise regardless if it is defective, damaged or sent incorrectly.
Notify us by e-mail of your desire to return for REFUND your purchase at sales@acehardwareoutlet.com. We will issue you a return authorization number (RMA) and our return address. Please do not return the item to the original address that it was shipped from. You can return items in only new condition within 30 days. No refunds or exchanges on items that packaging has been opened and cannot be resold as new. We will issue refunds for the product only. There is a 10% or $5 restocking fee, whichever is larger, on all merchandise returned. If you return any items from an order that recived FREE Shipping, the orignial shipping savings associated with the returned item(s) will be deducted from the refund amount unless the return was due to our error.
Customers will incur the expense for returning the item as we do not reimburse shipping charges. Any item that is not in its original condition, is damaged, or is missing parts for reasons not due to our error, might be subject to additional restocking fees up to 50% of the item's price or return of the merchandise back to you.
Usually there is no Refunds or exchanges for items in the categories below. Please contact us first if you have any questions.
OUTDOOR EQUIPMENT AND POWER TOOLS OUTDOOR LIVING AND FURNITUREHEATERS AND COOLING SUPPLIES SPECIAL ORDERS BAR-B-QUES GRILLS GAS-POWERED ITEMS OVERSIZE ITEMS ITEMS INCLUDING AND OVER 50 LBS. ITEMS THAT REQUIRE SPECIAL DELIVERY
Return Shipment Information
For your protection, please send your return via a shipping service that can be tracked, such as DHL, UPS, or Fedex. We cannot guarantee refunds for returns sent via a non-trackable method such as USPS. Please include the RMA number on the outside of the shipping package near the return address label and return packages to:
RMA #_____ - XX - X (email us for RA # and see below for XX - X)
Ace Hardware
Returns Dept
1558 De Kalb Ave
Brooklyn, NY 11237
Reason for Returning
| Satisfaction | Quality / Other | Service |
| GF - Gift | DM - Damaged | AL - Arrived too late |
| DD - Does not match decor | DF - Defective | DU - Duplicate Order |
| NC - Not as Shown in Catalog | QC - Quality not as expected | MI - Matching item not available |
| MN - Changed Mind / Ordered Wrong Product | OR - Other Reason | WM - Wrong Item(s) shipped |
| CP - Couldn't Use Product as Intended | | EI - Extra Items Shipped |
Action to be Taken:
R - Replace with same item
E - Exchange for different item
C - Credit the customer
P - Put back in Stock< BR>
Products that arrive at our docks without a return authorization number, or do not meet the conditions set on our return policy will be refused or returned and will not be issued credit.
Refund TimeTable
You should expect to receive your refund within four weeks of giving your package to the return shipper, however, in many cases you will receive a refund more quickly. This time period includes the transit time for us to receive your return from the shipper (5 to 10 business days), the time it takes us to process your return once we receive it (3 to 5 business days), and the time it takes your bank to process our refund request (5 to 10 business days). We'll notify you via e-mail of your refund once we've received and processed the returned item. After four weeks, you don't receieve, credit please contact us via e-mail at sales@acehardwareoutlet.com so we can investigate. Please include your full name as it appeared on the order, address, order number, name of the shipper used, and the tracking number.
Product Warranties
Products come with a manufacturer's warranty. No other warranties are expressed or implied. For warranty service, you must contact the manufacturer's authorized warranty service station closest to you. This information is available either with the material shipped with the product, or from the manufacturer directly.
Changing or Canceling Your Order
After you have placed your order, the order begins to process and you cannot cancel or change your order. Our system is designed to fill orders and get them on their way as quickly as possible. Once you receive your order in the mail, simply return any items you do not want by following the above Return Instructions.