RETURNS POLICY

We regret to inform you that we are unable to process returns during the Lockdown period. Therefore, we will not be accepting returns until further notice effective from April 27, 2020.

The Return Policy of ACE Hardware covers the terms and conditions for acceptance of returns and the pertinent policies associated with them. Generally, items purchased from ACE Hardware can be returned within 3 days of receipt of delivery. In some cases, thermay be specific types of returns that are applicable to the type of product. To return a product, you would have to visit the Maafannu ACE Hardware & Home Centre with the product and all relevant bills. Items will be accepted for returns between 9AM and 5PM from Saturdays till Thursdays. You may email us at [email protected] for clarification of any matter related to your online order.  

 

  1. Eligibility 

Returns are accepted for products that are damaged, defective or expired. Items must be unused and in the same condition at the time of delivery. The sales receipt from the web order number and the invoice are required to be produced at the time of application for returns. Proof of purchase is mandatory for processing any return.  

Food products and perishables are not accepted for returns. Additionally, we do not accept returns for healthpersonal care and sanitary products 

Please note that items that are not in the same condition at the time of receipt of delivery will not be accepted for returns. This includes damage incurred to items after delivery acceptance, items with missing components or parts and any issue of the item that is not due to error on the part of ACE Hardware & Home Centre.  

  1. Type of Returns  

When an item is accepted for a return, they fall into the following categories: 

  1. Refunds 
  1. Exchanges  

Not all products are available for both return categories. Determination of the type of applicable return will be based on the category of the product.   

  1. Returns Procedure 

To return a product please visit the ACE Hardware & Home Centre (Maafannu) with the product and all documentation (invoice and bills). Once a product has been received and inspected, you will be informed if the product is eligible for a return or not. An email will also be sent to you as notification of receipt of the returned item. The application status of the product will be updated, and you will be notified of the type of return applicable for the product.  

  1. Refunds 
  • Refunds are generally provided through the same method of payment done at the time of purchase. Please note that if for any reason it is not possible to refund using the same method of payment for the product, it will be informed to you. 
  • Refunds will be processed only at the Maafannu ACE Hardware & Home Centre from 9AM to 5PM except on Fridays.  
  • If you are eligible for a refund, this will be informed to you via email and the payment will be processed within 5 business days.  
  1. Bank Transfer Refunds 
  • In case of fund bank-transfers, please check your bank account at the end of the waiting period. It is recommended to contact your bank as processing times for reversal of funds of refunds may vary. ACE Hardware & Home Centre shall not accept liability for damages arising as a result of late refunds due to banks’ processing time. 
  • If you still do not receive your refund following completion of the above, please contact us at [email protected] and provide all relevant details.  
  1. Cash Refunds 
  • If a cash refund has been approved, you will be notified via phone-call or email and you will be informed of the date and time to collect the payment.  
  • Generally, cash refunds have a processing time of 5-7 business days.  

 

  1. Exchanges 
  • Exchanges will be processed on the same day of return of the product so long as it is between 9AM and 5PM except on Fridays.  
  • If an item has been approved for an exchange, you may exchange it for a new item of the same product.  
  • If the same product is not available due to unavailability of stock, you may exchange it to a product or product(s) of equal value.  
  • Please note that the eligibility for exchanges is mentioned in section 1 of this policy.  

 

DELIVERY 

  • ACE Hardware & Home Centre provide free deliveries to Male’ and Hulhumale’.  
  • Deliveries will be carried out between 0830 and 1800 on Saturdays to Thursdays. We do not deliver on Fridays and Public Holidays. 
  • Deliveries are expected to be completed within 48 hours of purchase. The status of your order will be informed to you via email.  
  • Prior to dispatch of your item for delivery, you will be contacted at the phone number you gave at the time of order confirmationA maximum of 3 attempts will be made to establish contact you, failing which we would contact you the following day for delivery again. 
  • Deliveries will be made to the address provided at the time of order placement and confirmation.  
  • Reasonable access to the delivery location will be required so that the delivery personnel are able to safely deliver the products within the delivery schedule. We regret to inform you that we are unable to deliver to your doorstep if the delivery address is above ground level in the absence of a functioning elevator at the time of delivery. In these cases, you will be required to collect the item(s) at the ground floor of the delivery address. Items that do not fit into elevators will have to be received at the ground floor as well.  
  • All efforts will be made to ensure the safety of the products during transit and at the introduction of the products into your delivery address. 
  • Please check the products and inform us of any defects/issues within the period of 4 hours from delivery, failing which we will consider the product delivered in good condition.  
  • Any damage reported signing proof of delivery and the following the departure of the delivery personnel from the delivery location be considered only at the discretion of ACE Hardware & Home Centre.  
  • For delivery of products to vessels, please note that we are not able to take part in loading the products onto vessels and delivery will be only up to the location of the vessel.  
  • ACE Hardware & Home Centre will not be responsible for or accept liability for any form of damages arising as a result of circumstances beyond our control.  

 

ACE Hardware shall not be responsible for the damage or loss of any product once delivery has been confirmed either by the original recipient or by a third-party recipient (nominee by the original recipient). 

 

WHERE WE DELIVER 

  • We provide free delivery service to all addresses within Male’ and Hulhumale’ City. 
  • In addition, we do delivery of goods up to Jetty/boat. Note that we do not engage in loading goods to boat. 
  • In cases where the goods are requested to be delivered to a vessel, details should be filled in ‘Delivery address’ fields provided at check out.