Returns & Refunds

Everything about our hassle-free returns & refunds
How long do I have to return an item?

You have 30 days from the date of purchase, collection or delivery to return any item that meets our return policy.

What is the return policy?
  • We’ll refund an item(s) that is accompanied by the original proof of purchase such as your receipt or tax invoice
  • The returned item(s) must be in good and unused condition, in its original sealed packaging and with all paperwork, parts and accessories that came along with it
  • We’ll offer your full refund via your original payment method
Are there any items excluded from the return policy?

The following products and services are non-refundable and non-exchangeable:

  • Special order or customized items (example: Paint, products sold per metre, cut timber)
  • Damaged or used items, which are no longer in a sellable condition
  • Items by reason of their nature (video games, DVDs, CDs, bedding); perishable goods (food, drinks, plants, magazines) and personal hygiene products (shavers, toothbrush and headphones)
  • Installed and assembled items, except for faulty items
  • Delivery charges, except for faulty items
How do I return my items?

There are 2 ways to return your items: at your nearest ACE store or arrange for a pick-up by calling us at 800 ASK ACE (800 275 223)

What should I do if my order arrives damaged, defective or if the wrong item was delivered?

If you notice any visible damage to the item on delivery, refuse the delivery and call us at 800 ASK ACE (800 275 223). If you find the item is damaged after you’ve opened it, immediately return it to your nearest ACE store or call us to arrange a pick-up of your damaged item(s).

Can I return an item that was purchased under promotion or came with a bundle deal?

You can return promotional or bundled items, but you’ll also have to return any free or discounted product that came along with the original item. We don't offer a partial refund on a promotional bundle.

How will I get a refund of my returned items?

Your refund will be processed via your original payment method. For in-store returns, you can also choose to credit your refund to an Al-Futtaim Gift Card, and if you paid using Cash On Delivery, we’ll refund the amount to your bank account via a Bank Transfer form that we'll send over after the item(s) are returned.

If I’ve paid through my debit or credit card, how long would it take for me to get my refund?

The whole process right from receiving your returned item(s), to running a check on the item(s) and your bank processing the return will roughly take 2 to 3 weeks.

Will I get my VAT refunded when I return an item(s)?

The VAT amount will be included in your total refund amount. Make sure to show your proof of purchase - receipt or tax invoice - when returning your item(s).