If you wish to return a product for a refund or to exchange for another item then the following procedure is to be followed.
Items must be unused and still in the original packaging.
You must e-mail Ace Fixings and request a Product Return Form (PRF). 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
- 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)
We aim to e-mail you the PRF within 24hrs of your request (working days only, i.e excluding Sat, Sun and Public Holidays). Do not return an item until you have been issued a PRF.
You must clearly mark the PRF number on the outside of any boxes or packaging used to return the goods.
NB: Do not mark the actual product, containers or original packaging.
You must return the goods recorded delivery via the Royal Mail or a Courier Company to:
UK Mainland:Ace Fixings Ltd
Ireland:Ace Fixings Ltd
Woodside Industrial Estate
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.
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.
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 firstname.lastname@example.org