Refund policy

Returns Form

If you wish to return a product for a refund or to exchange for another item then the following procedure is to be followed.

You must contact us within 28 days of purchase via email or phone or alternatively fill out the returns form above and email it to us. 

You must provide the following details:

• Order Number (Provided at time of purchase and in your confirmation e-mail)
• Full Name
• Contact e-mail
• Contact Phone Number
• Address
• Reason for Request (Refund, Exchange, Damaged, Defective or Incorrect)
• Details of Request (e.g. if an exchange what do they want to exchange the product for)

UK orders will be returned via a return postage label which then can be took to your local post office for return. A £10 returns postage fee will be deducted from your refund to cover the cost of the returns postage label. Ireland orders will be returned via DPD collection again a £10 returns postage fee will be deducted from your refund to cover the cost of returns.

Items must be unused and still in the original packaging.

In the event the customer has cancelled there order but them item(s) have already been despatched, there will be a £10 returns postage fee or alternatively the customer will be responsible for sending the item(s) back to us if they have already been delivered.

Ireland:

Ace Fixings Ltd
Woodside Industrial Estate
Woodside Road
Ballymena
Co Antrim
BT42 4HX

Important

The goods remain your responsibility until they have arrived at our warehouse and have been signed for by an Ace Fixings member of staff.

Ace Fixings will not deem to have received the goods unless an Ace Fixings member of staff has signed for the goods from the Royal Mail/Courier Company.

Ace Fixings can take no responsibility for goods that have not been signed for by Ace Fixings staff.

When we receive the goods we will e-mail you to confirm that the goods have been received. We aim to send you this confirmation e-mail within 1 working day of receipt of the goods.

Once we are satisfied that the goods confirm to our return criteria we will authorise the refund or exchange item.

When we receive the goods and a refund has been authorized you will be sent an e-mail to the e-mail address you provided at purchase requesting that you contact us with your card details so that we can issue your refund.

Exchange

For exchange items you will be responsible for the cost of shipping the exchange item to you. If there is any difference between the price of the products you wish to return and the new products you require this will be calculated and informed to you via e-mail, to the e-mail address you provided at purchase, with a request to proceed with the exchange based on the additional charges. Also on this e-mail you will be requested that you contact us in order to make payment for the exchange item. Once you have made the payment for shipping, the item will be dispatched to you and you will be sent an e-mail to inform you the goods have been despatched.

Damaged, Defective, or Incorrect Items

If you are returning an item because of an error on our part or because it is damaged or defective, we will organise collection of the item at our cost. We will also refund the delivery charges incurred in sending the item to you. You can expect a refund in the same form of payment originally used for the purchase within 5 days of our receiving your return. Ace Fixings will check all items returned as damaged or defective. In the event we find no fault, we reserve the right to re-charge you for the item/s and to recover our fees and expenses from you.

Quality 

A product that does not meet your personal expectations in terms of quality — for example, if the materials, finish, or general appearance are not as expected — is not the same as a product that is faulty, damaged in transit, or defective due to a manufacturing issue.

Only items that are physically damaged, faulty in function, or incorrect due to an error on our part are considered “damaged” or “defective” under our returns policy. In such cases, we would, of course, arrange and cover the cost of return.

In cases where the product is received as described and undamaged but is being returned due to a subjective assessment of quality, this is classified as a standard return. As such, it falls under our general return policy, which states that the customer is responsible for arranging and covering the cost of returning the item.

Communication

E-mail is our primary means of communication. In instances where we need to communicate with you e-mails will be sent to the e-mail address you provided upon purchase of goods. When an e-mail has been sent to the e-mail address provided by you we will have deemed to have communicated with you. It is your responsibility to check your e-mails. You are of course welcome to telephone us at any time.

Lost and Undelivered Items

You must inform us within 5 working days of the expected delivery date if you neither received communication from us regarding a delay in your order nor have not received your order.

On receipt of your communication, we will track the item on your behalf. If the courier has a Proof of Delivery (POD) a scanned copy of this will be e-mailed to you to investigate before any further action is taken. After 7 working days have passed if the item cannot be traced we will replace the item after this period free of charge.

The above policies are an extension to your statutory rights. If you have any unanswered questions, please contact us at info@acefixings.com

Order cancellation

You can cancel your order yourself, as long as it hasn't been fulfilled yet.

To cancel an order:

1. Log in to your account.
2. Find the order you want to cancel.
3. Click "Cancel order".

If the cancellation is successful, you'll receive a confirmation email and a full refund will be processed automatically.

If you don't see a cancel option on your order, it means the order has already been fulfilled and can no longer be cancelled this way. In that case, please refer to our returns process above, or contact us at info@acefixings.com.