Refund policy

Return & Exchange Policy

At ACE Tools Shop, we want you to shop with confidence. If your order is not exactly what you expected, we're here to help make the return or exchange process simple and straightforward.

Return Eligibility

You may return most items within 30 days of receiving your order if they meet the following conditions:

  • The item is unused, unwashed, and in its original condition.

  • All original packaging, labels, manuals, and accessories are included.

  • The item is free from damage caused by misuse, improper handling, or normal wear and tear.

  • Proof of purchase or order confirmation is provided.

To ensure the best experience, we recommend inspecting your gardening tools, planters, kneelers, and other products upon delivery. If you notice any shipping damage or receive an incorrect item, please contact us as soon as possible so we can assist promptly.

Non-Returnable Items

The following items are not eligible for return unless they arrive damaged, defective, or incorrect:

  • Items showing signs of use or modification

  • Products missing original packaging or components

  • Clearance, final-sale, or promotional items marked as non-returnable

  • Gift cards (if applicable)

Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or different from what you ordered:

  1. Contact our customer support team within 7 days of delivery.

  2. Include your order number and clear photos showing the issue.

  3. Our team will review your request and provide a suitable solution, which may include a replacement, exchange, or refund.

We aim to resolve these situations as quickly as possible.

How to Return an Item

Step 1 – Contact Us

Email our customer support team at:

support@ace.hcgardenus.com

Please include:

  • Order number

  • Product name

  • Reason for return

  • Photos (if the item is damaged or defective)

Step 2 – Receive Return Instructions

Once your request is approved, we will provide return instructions and the return shipping address.

Step 3 – Ship the Item Back

Carefully package the item to prevent damage during transit and send it using a trackable shipping service whenever possible.

Step 4 – Inspection & Processing

After we receive your returned item, our team will inspect and process the return within 4–7 business days.

Exchange Policy

If you would like to exchange an item, please contact us within 30 days of delivery.

Eligible exchanges may be approved for:

  • Damaged or defective products

  • Incorrect items received

  • Other approved circumstances reviewed by our support team

Once the returned item is received and inspected, exchanges are processed within 4–7 business days.

Refunds

Once your return has been approved and processed:

  • Refunds will be issued to the original payment method used for the purchase.

  • We accept payments through Visa and MasterCard.

  • Depending on your financial institution and card issuer, refunds typically appear within 2–3 weeks after processing.

If you have not received your refund after this period, please contact your card issuer first, then reach out to our support team for assistance.

Return Shipping Costs

  • If the return is due to a damaged, defective, or incorrect item, ACE Tools Shop will cover the reasonable return shipping cost when approved by our support team.

  • For returns due to personal preference, change of mind, or ordering the wrong item, the customer is responsible for return shipping costs.

  • Original shipping charges are non-refundable unless the return results from our error.

Order Processing & Shipping Information

Order Processing

  • Orders are processed within 4–7 business days.

Shipping Methods

Standard Shipping (DHL/FedEx)

  • Delivery time: 7–14 business days

  • Shipping fee: $12.95

Free EMS Shipping

  • Delivery time: 12–24 business days

  • Free on orders over $50

Shipping Availability

We currently ship to most countries worldwide, excluding certain locations within Asia and remote regions where delivery service is unavailable or restricted.

Contact Information

ACE Tools Shop

Website: ace.hcgardenus.com

Address:
171 Brickhill Circle
Pooler, GA 31322
United States

Customer Support:
support@ace.hcgardenus.com

Our team is always happy to help with any questions regarding returns, exchanges, refunds, or your order status.