Returns Policy

At Ace Auto, we strive to ensure customer satisfaction with every purchase. We understand that occasionally, a part may not be the right fit or meet your expectations. This Returns Policy outlines the conditions and process for returning products purchased from Ace Auto Scrapyard and Ace Auto Parts.

Returns Eligibility

Products may be returned or exchanged within 14 days of receiving your order, provided they meet the following conditions:

• The product must be in its original condition, unused, and in the original packaging where applicable
• All accessories, manuals, and components that came with the product must be included
• The product must not have been installed, modified, or damaged
• Proof of purchase (invoice or order confirmation) must be provided

Non-Returnable Items

The following items cannot be returned or exchanged for hygiene, safety, and quality reasons:

• Electrical components that have been installed or connected
• Custom-ordered or special-order parts
• Used/stripping parts (unless faulty or not as described)
• Clearance or sale items marked as "final sale"
• Products damaged due to improper installation or misuse
• Items without original packaging or tags (where applicable)

Incorrect Parts Ordered

In cases where an incorrect part has been ordered by the customer, Ace Auto reserves the right to charge a 20% handling and restocking fee on returned parts. This fee covers the administrative costs of processing the return, inspecting the item, and restocking it for resale.

To avoid ordering incorrect parts, we strongly recommend:

• Double-checking your vehicle's make, model, and year before placing an order
• Consulting with our knowledgeable staff if you're unsure about compatibility
• Using our online vehicle finder tool to ensure you select the correct part
• Verifying part numbers against your vehicle's specifications

Faulty or Damaged Products

If you receive a product that is faulty, damaged, or not as described, please contact us immediately. We will arrange for a replacement or full refund at no additional cost to you. In such cases, no handling or restocking fees will be charged.

For faulty or damaged products:

• Contact us within 48 hours of receiving the product
• Provide photographic evidence of the damage or fault
• Do not attempt to install or use the faulty product
• We will arrange collection or provide instructions for return

How to Initiate a Return

To initiate a return, please follow these steps:

1. Contact our customer service team via email at refunds@aceauto.co.za within 14 days of receiving your order
2. Include the following information in your email:
   • Your order number
   • The product(s) you wish to return
   • Reason for the return
   • Clear photographs of the product (if damaged or faulty)
   • Your preferred resolution (refund or exchange)
3. Our team will review your request and provide you with return instructions
4. Once approved, you will receive a Return Authorization (RA) number
5. Package the item securely and include the RA number on the package
6. Return the item to the address provided by our customer service team

Return Shipping

Customer's Responsibility: If the return is due to an incorrect part ordered by the customer or a change of mind, the customer is responsible for the return shipping costs.

Our Responsibility: If the return is due to a faulty, damaged, or incorrectly supplied product, Ace Auto will cover the return shipping costs. We will arrange collection or provide a prepaid shipping label.

Refund Process

Once we receive and inspect your returned product, we will process your refund within 7 working days. The refund will be issued to the original payment method used for the purchase.

Please note:

• Refunds exclude original shipping costs (unless the return is due to our error)
• A 20% handling fee will be deducted from refunds for incorrectly ordered parts
• Bank processing times may vary; please allow 5-10 business days for the refund to reflect in your account
• For bank transfers, please provide your bank account details in your refund request

Exchanges

If you would prefer to exchange a product for a different one, please indicate this in your return request. Subject to stock availability, we will ship the replacement product once we receive and verify the returned item.

For exchanges:

• If the replacement product costs more, you will need to pay the difference
• If the replacement product costs less, we will refund the difference (minus any applicable handling fees)
• Additional shipping charges may apply for the replacement product delivery

Used/Stripping Parts

Used and stripping parts are sold "as-is" due to their nature. However, we strive to accurately describe the condition of all used parts. If a used part is significantly different from its description or is faulty upon arrival, please contact us within 48 hours. We will work with you to find a suitable resolution, which may include a replacement, credit, or refund.

Warranty Claims

Some products may come with a manufacturer's warranty. If you experience issues with a product that is covered under warranty, please contact us with your warranty claim. We will facilitate the warranty process with the manufacturer on your behalf.

Contact Information

For all return-related queries, please contact:

• Email: refunds@aceauto.co.za
• Phone: (011) 811-5855
• Operating Hours: Monday-Thursday 8:00am - 5:00pm, Friday 8:00am - 4:00pm, Saturday 8:00am - 12:00pm

Important Notes

• All returns are subject to inspection upon receipt. If the returned product does not meet our returns criteria, we reserve the right to refuse the return or charge additional restocking fees
• This Returns Policy does not affect your statutory rights as a consumer
• Ace Auto reserves the right to amend this Returns Policy at any time. Any changes will be published on this page
• For collection orders, please inspect the parts before leaving the branch. Returns for collection orders are subject to the same policy

Questions?

If you have any questions about our Returns Policy or need assistance with a return, please don't hesitate to contact our customer service team. We're here to help ensure your experience with Ace Auto is a positive one.

For more information, please visit our contact page or review our Terms and Conditions.