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Ace Hardware Return Policy
Last verified
Official Ace Hardware PolicyOfficial source
www.acehardware.com/customer-service
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Return Conditions
- Item must be unused.
- Item must be in like-new condition.
- Item must be in the original packaging.
- All paperwork, including product instructions, information, packing slip/receipt, parts, and accessories must be provided.
- A valid photo ID may be required for returns.
Refund Methods
- Refunds are issued in the original form of payment.
- If the original form of payment is not available, a gift card or in-store credit will be issued.
- Purchases made with an Ace Gift Card or merchandise return card are refunded as in-store credit.
- Cash refunds without a receipt require a valid photo ID.
- For purchases made by a non-electronic check, refunds within seven days may be issued as an Ace Hardware Merchandise Return card.
Exceptions & Restrictions
- Gift Cards cannot be returned for any reason.
- Gas-Powered Outdoor Equipment cannot be returned once gas or oil has been put in it, even if drained.
- Gas-Powered Outdoor Equipment may be returned within 30 days if unused, uninstalled, and in original packaging.
- Clearance items are final sale.
- Hazardous materials and products that use hazardous materials (e.g., flammable liquids or gases) may only be returned to a local Ace store or cannot be returned online.
- Tinted liquid interior or exterior paint and customized items are final sales and cannot be returned, refunded, or exchanged.
- Trading cards are considered final sale.
- Custom cut goods (e.g., screen, chain, rope, glass, lumber) cannot be returned.
- Perishable goods, intimate/sanitary goods, and downloadable software products are exempt from return.
Online / Mail Returns
- Online purchases can be returned to an Ace retail store.
- Online purchases can also be returned via mail, but the customer is responsible for return shipping costs unless the item was incorrect, damaged, or defective.
- Original shipping and handling fees are generally not refunded for online returns unless due to Ace's error.
In-Store Returns
- Most items can be returned to an Ace retail store.
- Returns should ideally be made to the store where the item was originally purchased.
- A receipt, original packaging, instructions, and accessories are required for in-store returns.
- A valid photo ID may be required for returns, especially for cash refunds.
Gift Returns
- If the original form of payment is not available, a gift card or in-store credit may be issued for returns.
- Gift cards themselves are not returnable or refundable.
Membership & Rewards Benefits
- If Ace Rewards were used to pay for a purchase, the Reward value or coupon amount is forfeited upon return of the product.
Damaged or Defective Items
- If the incorrect item was received or the item was damaged or defective, Ace will cover the cost of return shipping.
- Customers should immediately inspect orders upon pickup or delivery for damage.
- Contact the store where the order was picked up or delivered, or Customer Care immediately for damaged/defective items.
- Defective items may be exchanged or sent for repair based on the manufacturer's warranty policy.
- For gas-powered equipment once gas or oil has been added, product issues should be addressed directly with the manufacturer.
Price Adjustments
- Individual Ace Hardware stores are independently owned and may or may not offer price adjustments or price matching; customers should contact their local store for specific policies.
- Some independent Ace Hardware locations, such as Rocky's Ace Hardware, offer a price match guarantee and will refund the difference for up to 30 days after purchase with a receipt.
Exchange Policy
- Most items that meet return conditions are eligible for exchange.
- Defective items may be exchanged based on manufacturer warranty policy.
- Tinted paint orders placed online cannot be exchanged for a new color.
Additional Notes
- Ace Hardware stores are independently owned and operated, so return policies may vary by location.
- A restocking fee of 15% (minimum $20) may be charged for assembled items that are returned but not damaged or defective.
- If Ace Rewards were used for a purchase, the Reward value or coupon amount is forfeited upon return of the product.
- Ace Hardware reserves the right to refuse returns under suspicion of fraud or abuse.
- The cost of shipping an item back to Ace will be paid by the customer, unless the incorrect item was received or the item was damaged or defective.
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