1. Purpose
- Creating peace of mind and ensuring the best benefits for customers who shop at ACE Home Center's E-Commerce website: https://www.acehomecentershop.com/, directly under Vina Homeshop Joint Stock Company.
- Providing customers with high-quality products, attentive, fast, and convenient customer care service with a dedicated and professional service style.
2. Subject and scope of application
3. Cases of product exchange/return
- In case customers change their mind, they can change to another product with a value equal to or higher than the purchased one and at the same time pay the difference as well as bear the shipping fee and related costs.
- The goods are not of the correct category or model in the placed order or as on the website at the time of order
n case the products are not in enough quantity, not have enough components as in the order, you must notify ACE Home Center's customer service department within 12 hours of receiving the item.
- External conditions are affected such as packaging tear, peeling, and breakage ...
Note: Please check the good status so you can exchange/return the goods at the time of delivery/receipt in the above cases.
4. Product exchange/return conditions
- Product exchange/return time is within fourteen (14) days from the date of receipt.
- Customers must keep information on transactions on the website. If the customer loses the information, the exchange/return of the purchased product is not accepted.
- Customers are only allowed to exchange products with value equal to or higher than the purchased product.
- Products in promotion or discount will not be exchanged/returned. Except for cases caused by ACE Home Center's fault: product lacks accessories, gifts or is defective or is lack of quantity.
- Technically defective products confirmed by the Manufacturer/Supplier.
- Products that are in good condition, complete with original packaging, accessories, warranty cards ...
- Products must still have the manufacturer's seal stamp intact.
- ACE Home Center will not accept exchange/return for products such as Color Paint, Electric Wire, Plumbing, Ropes, Keys, Cables, Chains, Fabric Products.
5. Cases in which exchange is not accepted
- Products that do not fully meet the "Conditions to apply the product exchange policy" mentioned above.
- Damaged products due to natural disasters, fires, floods, lightning strikes, insects and animals. Products stored in dirt, wet weather and high temperature, mold, rust, corrosion, oxidation ....
- Deformed, cracked, damaged ... products due to the impact from external factors.
- Products installed, maintained, and used incorrectly according to the manufacturer's instructions.
- Products changed or repaired by technicians not under the manufacturer's authorized warranty centers.
- Promotional and included products.
- Products have been opened for use/different from the time of delivery.
6. Product exchange/return process
6.1. When in need of exchange/return, please contact ACE Home Center with the information:
ACE Home Center will receive suggestions and comments, and contact customers to clarify the request as soon as possible and no later than 4 working days from the date of receipt of the request.
ACE Home Center may request Customers to provide additional information related to the purchase transactions and products for verification and to provide appropriate support and handling for Customers.
6.2. Product exchange
If the item is approved for exchange/return:
- ACE Home Center will exchange the correct type of product upon customer’s confirmation.
- ACE Home Center will only refund if customers want to exchange the product after receiving if proven defective and ACE Home Center is out of stock. The refund amount received by the customer is 100% of the item's value, ACE Home Center will bear all costs incurred if any.
- ACE Home Center will bear the shipping fee and other costs incurred if the product is defective/broken due to delivery/lack of quantity.
Regulations on time to notify and send exchange products:
- Time of exchange notice: within 72 hours from receipt of the product in case the product lacks accessories, gifts or broken or lacks quantity.
- Product receiving location: Customers bring or send by post to ACE Collection Point - 4th floor, Van Hanh Mall, 11 Su Van Hanh, Ward 12, District 10, Ho Chi Minh. Here, ACE will receive the product from the customer who bought, then ACE will check and respond to the customer within 72 hours.
- Product return delivery time: within 7 days after receiving the damaged product.
- Product exchange method: ACE Home Center will contact customers before sending new products to them. ACE Home Center will deliver to customers or customers can come to ACE Collection Point to receive the exchanged product.
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