ACE Genuine Parts
Returns & Refunds Policy
Eligibility, process, timelines, and refund methods.
We stand behind every ACE Genuine Part and authorised product. If you receive a defective, damaged, or incorrect part, we will make it right through replacement or full refund subject to the eligibility conditions set out below. Please read this policy carefully before initiating any return.
Registered Address
Dudhola Link Road, Dudhola, Palwal, Haryana - 121102, India
1. Return Eligibility - Conditions & Window
ACE Genuine Parts accepts returns only in the following limited circumstances. Returns are not accepted for change of mind, buyer ordering error, or any reason not listed below. All returns require prior approval after verification from ACE before the item is physically returned.
The 5-day window is absolute and runs from the delivery date recorded by the logistics partner. No return request will be entertained after this period under any circumstances.
2. Non-Returnable Items
The following items are not eligible for return under any circumstances:
- Parts that have been installed, used, or modified after receipt.
- Electrical components (sensors, ECUs, wiring harnesses, switches) once removed from original sealed packaging.
- Consumables (oils, lubricants, filters, gaskets, seals) once opened.
- Parts purchased under clearance, promotional, or liquidation listings (unless demonstrably defective or damaged on delivery).
- Custom-fabricated or make-to-order parts.
- Parts returned without original packaging, labels, or part number stickers intact.
- Parts damaged due to improper installation, misuse, negligence, or use outside stated specifications.
- Any return request raised after 5 days from confirmed delivery date.
- Any return dispatched without prior approval from ACE (support@ace-cranes.com).
3. Quality Inspection
Upon receiving a return request, ACE's quality team will inspect it within 5-7 business days. Inspection covers:
- Part authenticity and serial number integrity.
- Nature and validity of the claimed defect or damage.
- Condition of packaging and inclusion of all original accessories.
- Evidence of installation, use, or tampering after receipt.
You will be notified by email at support@ace-cranes.com of the inspection outcome. If ACE's assessment differs from your claim, reasons will be provided in writing. You retain the right to escalate to the Grievance Officer or applicable consumer forum if you disagree.
5. Refund Outcomes & Timelines
5.1 Refund Timelines by Payment Method
If refund is not received within these timelines, write to support@ace-cranes.com with Order ID and transaction reference.
6. Replacement Policy
If you prefer a replacement over a refund for an approved return, ACE will dispatch the replacement upon completion of quality inspection. Replacements are subject to stock availability. If the exact part is unavailable:
- An equivalent authorised substitute part may be offered (subject to your acceptance), or
- A full refund will be issued as per Section 5.1 above.
- Replacement parts are subject to the same returns terms as the original order. No extended return window applies to replacements.
7. Cancellation Policy
7.1 Before Dispatch
Email support@ace-cranes.com with subject: Cancellation Request - Order ID: [Your Order ID]. ACE will confirm cancellation if the order has not yet been dispatched. Refunds for pre-dispatch cancellations are processed within 3-5 business days.
7.2 After Dispatch
Orders cannot be cancelled after dispatch under any circumstances. Wait for delivery and initiate a return under Section 3 only if it qualifies as defective, wrong part, or transit damage.
7.3 ACE-Initiated Cancellations
If ACE or a Seller cancels your order due to stock unavailability, pricing errors, or any other reason, a full refund is processed within 3-5 business days with notification to your registered email.
8. Product Quality - Post-Return Window
Quality concerns arising after the 5-day return window, or not qualifying under the eligible scenarios above, should be directed to the nearest ACE-authorised service centre or to support@ace-cranes.com for guidance. ACE does not process warranty claims through the Platform.
9. Fraudulent Return Attempts
Any attempt to return used, tampered, counterfeit, or non-qualifying parts under false defect claims will result in:
- Immediate rejection of the return with written notice.
- Suspension or termination of the Buyer's account.
- Potential legal action under applicable Indian law.
10. Contact for Returns & Refund Queries
ACE Genuine Parts
Committed to Authenticity, Quality and Your Trust
Copyright 2026 Action Construction Equipment Limited. All Rights Reserved.
