Ace Hardware Returns and Refunds

Please find details regarding the return and refund policies for Ace Hardware below. We encourage you to leave a comment regarding your experience requesting a return or refund from Ace Hardware so others can benefit from what you learned.



Ace Hardware Return Policy

All items, except gas powered equipment and Ace Hardware gift cards, can be returned within 30 days of their original purchase date. A store credit equivalent to the amount of the purchase, minus shipping and handling charges, will be issued for all items returned within 30 days.

Items purchased online can be returned to any Ace retail store. If there is no store near your location, you may call Ace Hardware Customer Service at 1-866-290-5334 to obtain information about returning a purchase by mail. Any item must be returned in its original condition, with all associated documents, parts and accessories. Ace Hardware recommends that items be returned in their original packaging. If an item is defective after the 30 day return period, please contact the manufacturer regarding warranty information.

Gas powered outdoor equipment can only be returned if oil or gas was never put into it. Gas powered items that were used may not be returned, even if the fuel has been drained.

See what others are saying about Ace Hardware returns, refunds and exchanges

Posted by Justin28730


I purchased a wood stove at one of your stores last Monday January the 15th 2018. I was very disappointed from the start of the process of purchasing the stove first off I placed an online order around 11:45am at 1:45pm I still had not received a confirmation email I spoke to an ace rep several times over the phone first they stated that my bank had not authorized the purchase I immediately spoke with a rep at my bank ( navy federal) and she stated that they had authorized the purchase. After sitting in the ace parking lot for 3 hours I finally gave up canceled the order and walked inside to purchase the stove. I got it home hooked everything thing up the way the manufacturer states it should be hooked up and was very disappointed in the outcome. Everytime you open the door of the stove smoke would fill the house the stove would not hold heat. The fire wood go out in 15 to 20 minutes. So I moved the stove to my neighbors house that has a 13 ft straight run stove pipe. Exactly how the manufacturer stated and the sAmerican problem occurred. I tried to return the stove today January the 20th 2018 the manager stated that was a non refundable product. After 5 days of trying everything I knew to do. The manager was very rude trying to tell me I didn't know how to use a wood stove. Telling me I used the wrong kind of wood and it was a ventilation problem me and my neighbor both have other stoves hooked up right now that are working great. This is the poorest design I have ever seen. The manager stated he would have to talk to the owner of the store to see if he would do anything but as of right now I'm stuck with a $427.00 stove that doesn't work and will never work unless modification are made to it.

Posted by two_bone35


After being told by several people that Stihl chainsaws were the way to go, I finally broke down and purchased a $400 Stihl Farm Boss MS271at Ace Hardware Mills River, NC after one of my trees fell down over my elderly neighbor's driveway. The rep, Jerry, at the store added the fuel mix, bar chain lubricant, and started the saw up to show it was working and ran through the starting instructions with me. He also told me that I would need to idle the saw for 15-20 minutes to break it in and allow the fluids to work through the engine properly.

Upon getting the saw home, I started it up as instructed, set the brake, and allowed the saw to idle while I worked on my neighbor's saw. Within a few minutes, I began to smell something burning. I looked over at where the saw lay to see white smoke coming out from under the saw. I though perhaps it was burning off some oil or something, so I didn't think too much of it. Within another minute, the engine had seized and I could no longer pull the start cord. I took the saw back to the store immediately. After I explained what had happened, the store rep took the chain and bar off and revealed that the plastic housing around the chain sprocket had melted. The store manager (Paul) was then brought over to look at the saw. He then went back to call the VP of the store for a recommended course of action. After speaking to the store VP I was told that it would have to be sent out for evaluation by their mechanic and they would not honor an exchange or a return until he made his determination.

They claimed that the only way it could happen is from high-revving the saw with the chain brake on. I showed them that setting the chain brake was part of the starting instructions anyhow and that it even recommends a 3-second high-rev to test the brake. The saw was sitting idling when it started burning up and I was 3 feet away from the saw working on getting another started (all of which I cannot prove). I could see they were angling toward consumer misuse and that I would have no recourse or rebuttal once their mechanic made his diagnosis. I have no way to prove that I followed the instructions and I'm not privy to the inner workings of a chainsaw. My calls to Ace customer service from inside the store was a waste of time. The customer service rep told me that Ace stores are all independently owned and have their own return and exchange policies. The call to Stihl yielded no results as they're not open on Saturdays. The call to my credit card company was fruitless as well as they told me I had to wait for charges to post and then recommended I call the Ace and Stihl corporate offices.

All of this transpired over the course of an hour and a half from the time I purchased the saw. I finally gave in and told them to send the saw out. I'm fairly certain I'll be looking at a repair bill for the $400 saw I bought that never saw its first cut. At that point I'll have to decide whether to eat the $400 and go home with a saw that I'll never use or pay the additional for repairs. In the future, I'll have my wife video the entire process of unboxing, starting, and using any new equipment that I purchase. It seems that's a consumer's only defense. I'll post the results of the evaluation once I get them. I'm pretty sure it's not going to go in my favor.

Here's Ace's return policy on gas-powered equipment:
Gas powered outdoor equipment can only be returned if oil or gas was never put into it. Gas powered items that were used may not be returned, even if the fuel has been drained.

How do you discover a gas-powered tool is defective unless you put gas and oil in it and try to use it? It appears Ace would rather the consumer deal directly with the manufacturer in regards to defects, which I understand, if the consumer has USED the tool. But when a customer comes back to a store within 2 hours of purchasing the equipment (that their store employee fueled up) and it's plainly obvious the tool has never been used, I think they should step in and deal with the manufacturer on the customer's behalf. It's just poor customer service on Ace's side.

Posted by mudskirt


My experience returning a defective garbage disposal and receiving a full refund instantly and cheerfully at the Ace Hardware store on Cromwell Ave. in Rocky Hill CT.

Posted by Sergio from Claxton, Georgia


I bought some items in Jesup, Georgia and I didn't use them. So when we got home we want to return the items in Claxton, Georgia where I live. The associate of the store said that if I want to return these items I have to do it in the same store where I bought them. MY WIFE AND I MADE OUR MINDS,WE WILL NEVER BUY ANYTHING FROM ACE HARDWARE...NEVER AGAIN. No matter if I have to drive extra 25 minutes, I will go to Lowes, they know how treat a customer.

Posted by Kate


Worst customer service! My husband and I purchased items for hurricane Irma, didn't end up using them because we ended up leaving and now are unable to return the UN-OPENED items. Their policy states that you have 30 days to return un-opened items, yet they changed their policy for the hurricane?? This "policy" is absolutely disturbing. Taking advantage of people in a natural disaster. Never again am I shopping at this store. Back to Lowes and Home Depot for us and everyone we know!

Posted by Anonymous in AZ


Purchased a blacklight flashlight (plus other items) at the Ace in Anthem AZ. When we opened the flashlight at home we discovered it was broken and brought it back with packaging and receipt for an even exchange- just wanted one that worked. We had used a rewards coupon on the original transaction and did not think it would be a problem since it was an even exchange for a defective product. Ended up being charged a portion of the coupon that I had to pay for the exchange. Later spoke to Ace customer service and a store manager but there was nothing they could do about it. Terrible exchange policy for selling defective products!

Posted by ACE hardware horrible customer s


I just had the absolute worst customer service at the Bend Or. Ace store. We are pretty regular shoppers and I went in with a return -- having no reservations. Apparently, according to ACE I had only bought one of the items and was trying to return two. They then took both items away after crediting me for one only. I never expected this. I had been surprised to find that only one was on the receipt (they printed at the store) but I had every intention of talking with my husband and said I would like to look for receipts at home. I was denied. Not only was a denied and made to feel embarrassed as if I had done something wrong, Lance, the assistant manager was rude, unhelpful, wouldn�t make eye contact, and hummed as he disregarded my concerns and when I requested the manager's name he said - �she's right there, go talk to her� and hummed again. It was clear that I wasn�t going to be treated fairly with this situation.

I actually have gone out of my way to support Ace instead of Lowes or HD. I would have never had that trouble at Lowes, they have always given me the best customer service. From now on, that is where I will take my business as well as encourage my family and friends to do so as well.

I don't try to shop at stores that are so rude, and in my opinion just stole some thing from me. Without a chance to look into something on my own, taking something away from me that I walked into the store with is wrong.

I would like to know your response. Is this your store policy? I was clear that my husband also shops there and that I wanted to check with him as well as look for my receipt at home. That seems to be a very reasonable request. What is your stance on this as a company? Is the customer allowed to do their own investigation or is it just assumed that the customer is wrong and the item is taken away?

We look forward to hearing your policy on this.

PS: This customer service was all over a $30 item� Probably spent 3k myself in the last couple years. Not to mention my husband Tom Fenstermacher who I don�t think even has an Ace account.

Posted by dsf


I purchased extension cords and fans for hurricane Irma, then we decided to evacuate instead of riding it out. Now, when I try to return the items (unopened and unused) i'm told i can't because it is corporate policy not to return any hurricane items! Really? Ace hardware, you just lost another customer!!! And I will tell as many people as I can what you did to me, so hopefully you will lose even more customers!

Posted by Angry Customer


I bought 6 batteries and other items before a hurricane. When I got home, I realized I bought the wrong size batteries. After the hurricane passed, I tried returning the unopened pack of batteries with receipt and they would not take them back. No in-store credit (as is their policy) or anything. Horrible customer service, we will NEVER buy anything from Ace again!

Posted by Not every item is returnable wit


Ace Hardwear is irrelevant. I'm comforted in knowing they cannot compete and won't be around too much longer.

Posted by YourMom


I think it retarded that i cant return an item and get back what i PAID for it...i dont suppose ya'll sell EVERYTHING..so a store credit does absolutely for me! Only makes me look for a different business that can suit ALL my needs and give me my MONEY BACK!

ridiculous!!

Posted by Pissed off customer!


Bought a yeti hopper 20. July 1 Paid cash had receipt. Wouldn't hold Ice longer than 12 hours 8 bags of ice in 7days!!! They tried telling my husband that bc we PAID CASH that we would have to wait 2WEEKS TO RECIEVE A CHECK IN GHE MAIL!!! Are you freaking kidding me?!?! I will go to Atwood's and Starr lumber before I shop there again!! Woodward oklahoma

Posted by Jim


Bought ant and roach spray can was over $2 LESS at Food City Grocery. Watch price they gouge on what they think they het by with. Watch specials' you will pay tax on full price and disount is taken after taxes. Not the manager fault. Ace rules.

Posted by Anonymous in SC


Tried to return a $40 air compressor. Had receipt, unopened box containing said air compressor, and a good attitude. Nope, no returns of anything if more than 30 days have passed. There are plenty of other hardware stores to patronize, and I intend to do just that from now on.

Posted by Jmh


Tried to exchange 4 bolts purchased 2 days before in perfect condition with a receipt and was told I cannot return or exchange the bolts. The Ace employee told me they don't accept returns because it's too much trouble to restock hardware. After creating a scene, I was told they would exchange because I was "so nice" and advised that "honey attracts more" etc. I don't appreciate the sarcasm or the advice. I will never shop at the Willowick, Oh Ace Hardware store again.

Posted by Jack Eagleton


If I could, I would never shop in our neighborhood ACE for obvious reasons many have mentioned; it's hard to return an item or exchange an item without dealing with store managers or some other associates. Here in the Forest Hill Shopping Center, in Pacific Grove, CA, our one-time contractor bought an extra item, some sort of a glue, brand new we never needed. The contractor's gone, and we can not return the glue without a receipt (since the contractor used his credit card, and we are yet to be able to contact him). The glue is brand new, unused, as mentioned, and is current in their stock. If I HAVE to pick up something there, I would be super careful picking up anything. I'd bet they don't want too much business. Just dumb on their part, as my child would say.

Posted by Anonymous


I bought two flowers from your store less than a week ago, and they have died. Can i return them for 2 more flowers

Posted by Lakai_life


Does ACE Hardware accept Returns without a receipt? My 2 year old daughter ate the receipt I had left out so I could return my Dremel tool and now im worried that i won't be able to complete my return since I paid cash, didn't use an Ace reward card, and that I now have no receipt. Please tell me im not completely SOL and can still make my return without having my receipt.

Posted by Will no longer shop at Ace


Ace Hardware is quite deceptive in its gas-powered equipment purchases. First, I was never informed of this return policy while considering the purchase of a gas powered blower that has fuel in it. They make sure that the item is not returnable by NOT giving you the blower in the box and then putting fuel in it. So you are stuck with your purchase.

I will NOT be shopping at Ace Hardware in the future.

Posted by Anonymous


We purchased items at a San Jose Ace Hardware. We didn't need everything we purchased. My husband tried to return 2 items at an Ace in Pleasanton, but would not do a return because they are independently owned and operated. We live one hour and 30 minutes away from San Jose. Not sure when we will make it back to San Jose and hopefully it will be within the 30 days.

Posted by eFirefly


I needed to return a hammock to the Ace Hardware on Jewell and Wadsworth in Lakewood, CO 34 days after purchase. After reading comments on this site, I thought I'd have a hard time (since their policy is 30 days), but the Ace staff were very accommodating. When I told them I had a tough time finding my receipt, the gentleman told me they could have pulled it up using my Ace membership if I hadn't found it. I've been very pleased with the staff at this store and they've gone out of their way to help me when I've needed it on previous visits. I'd highly recommend this store.

Posted by Bankrupcy for ace hardware


Ace hardware in Miami, 137 And 56 street, the owner And manager are thieves, they will sell you an ítem, that will break during the first time you used And when you try to return it, because it was a piece Of crap in the first place, they will come with an absurd excuse to avoid returning ur money And less to exchange, they will sell you a Repair quit or one ?????? What is that And then ThIs are the people hiring others to Follow This kind Of treatment, ace hardware you can Go to Hell And bankrupcy, never change Home depot for This Trashi hardware store

Posted by HOPEFULLY


I'm going to Ace Hardware in Huntington Beach, CA tomorrow. I purchased an umbrella for $100 at in November, 2015, and put it away for the winter. It's been set up on the patio recently and I think it might be defective. I called the store today and spoke to the asst. mgr., I'm going to meet her tomorrow. Hopefully, I am right and if they give me credit, I will buy two more umbrellas tomorrow.

Posted by leaton62000


I agree with many of the negative comments here and would like to add my own. First of all Ace is GREATLY overpriced on most items that can be found cheaper at Lowes or Home Depot. Secondly, I suppose because Ace is more of your "Mom & Pop" type of hardware store, employees have a tendency to act like they know you and often speak to you in a very unprofessional way. On my last visit the fellow who "somewhat" assisted me not only assumed it was ok to use profanity during our conversation, but also reminded me that the store was closing in 40 min so I might "wanna hurry it up a bit" so he could leave on time. I mean who says that to their customers??? I don't remember his name but ALL the employees at the Ace Hardware located on Main St. Rising Sun, MD are rude, lazy and could really care less about YOU as they are always too caught up in themselves to really care about anything else but their paycheck & quitting time.

Posted by No longer will go to ace


I will never go to ace again. My wife bought me gloves for work when she was in the city we use to live in, its over an hour drive. I tried exchanging them for a larger size at the local ace with the receipt and the wouldnt let me. Iwill take my business elsewhere. Its funny when you call their hotline the greeting is "Now more helpful than ever." I think not.

Posted by jatt


I hardly ever go to ACE and this month I gave it a try and bought some ACE nail-on glides packages. I used one and didn't liked how they work. I took the other unopened packages back and unfortunately I didn't have the receipt. The lady at the counter asked for my reward card which I neve had. I was like come on they are ACE brand and why can't u just give me store credit but no sir it is store policy was her answer. My only and last time doing business with ACE hardware.

Posted by boyscout25


I bought some trap adapters at a store in my town. Had some extras and I stopped by a different ace. I was told I had to take them back to the store I purchased them from. Ace policy. As a general contractor this is a huge hassle. Ill be a loyal home depot customer again.

Posted by bill


I did some searching last night after realizing I needed to return a $400 tiller that was 25 days past their 5 day return policy. After reading some of these posts last night I was dreading having to go deal with them on it.

They didn't bat an eye and took it back. So it appears it very much depends on which true value you are shipping at. Two thumbs up for Sawyers in The Dalles. I will gladly continue to give them business.

Posted by Lpmousse


My Ace Hardware in Wheaton, IL has been amazing! We just bought a house, and I feel like I've been there every week or so. I've returned stuff with no hassles, and even returned an umbrella base for which I didn't have a receipt. They looked it up through my rewards card & gave me a full refund. They are the helpful place here!

Posted by morokoy


Their Return policy is not up to the industry norm. Guess I'll be a regular at Home Depot from now on. Seems like there are lots of comments about their return policy.

Posted by jose


i bought training pad for my pup and ended up not using it and took it back to ACE and they did not take it back they said they don't do returns,. I'm never going back to Ace Hardware in corning ca.

Posted by vicky


There policy states 30 days. I went back within 24hrs. Spoke with the same cashier on both days and still couldn't get a refund. I well never go, what a mistake I made in thinking they would bee the ones to help. NOT..........

Posted by Just smile & be nice


I'm really shocked about how many problems everyone has had at Ace. The Ace I shop at is always helpful. My husband & I remodeled our kitchen & had quite a few of items that we bought extra & things that we didn't need or use. I couldn't find any of the receipts in the mess that was left over. The lady at Ace looked up every item with my Ace rewards card & gave me a full refund on every item. I felt pretty stupid because I had tried to return a couple things that I didn't even buy from them, they're from True Value!
I love the Mom & Pop stores & I will always support them fully. If I want sales people to run away & avoid me or an 18 yr old kid that doesn't know anything, then I'll go to Home Depot.

Posted by Anonymous


I don't know if it's rudeness, lazyness,or the owners not informing employees. But I had a problem with my local Ace
not tacking my return. The lady I talk to at customer service
was kind and helpful...BUT I now have to go to my Local library
print out the return lable,go to the post office to send it back.
All because my Ace in Smithville Tn would not do what is CLEARLY
PRINTED on the shipping paper work they gave me when I picked it
up .

Posted by Ace_sucks


Don't shop at ACE unless you are desperate .. typically the people who work there are rude, uninformed and work with a policy that the customer is always wrong. Ace hardware stores are franchised stores but must follow certain policy's ... so they could take back returns .. if they wanted a loyal customer base - but they don't. So go to Home Depot or Lowes where the people are still pretty much uninformed but more likely to be friendly .. and the return policy's are much, much better. I got a rude answer and screwed when I tried to get my money back by returning something to the Ace Hardware store in Ormond Beach, Florida. Wont be going there again and I'm sure glad I never fell for getting an Ace card. You SUCK Ace!

Posted by Peter


I have a question?. I purchased something for 500.00 bucks fromACE online and i used my bill me later account, what happen if i wanted to return this item? How do they credit me back, its a bill me later transaction so no card or anything, can someone help me! Lol thanks guys!

Posted by Anonymous


...just one room. I told him we had an Ace hardware in Webb City, Mo.,just a ...!!!!!!???? Ultimately, my father-in-law got his money returned to him but this guy is a poor representative... purchasing other items in the store on another day, I asked a clerk what was the store policy on tree's they sold that didn't survive the first year. I was told the store policy was,"no returns". With that I quickly replied,"all the other stores in town that sell tree's have at least a one year warranty". ... have a 3 year warranty on their tree's. Need-less-to-say, I'll not be back to this store, ...

Posted by Anonymous


... locks from Ace Hardware, on 9 Mile Road in Ferndale some months ago and tried to exchange today... picked wooden window locks and needed to exchange for vinyl. Since i didn't have the receipt, ... register and went to look for 3 more to make the exchange. Some guy says to me, "you... said no..., i bought these some months ago. I don't want money, but a simple exchange. Anyway, while i was back looking... washer out of the package, stapled it back and when i returned to the counter she tells me i can't return it cause parts were missing. When i left them at the register, they were perfectly sealed...

Posted by jayWen


... me it was his mistake and offered that, if I returned with a new blank, Ace would recut and reimburse me for the ... that there was no guarantee for keys not purchased at the store and no reimbursement would be made. Policy never mentioned, stated or in any way referred at the original request. I was shocked at the complete reversal of policy and rigidity of the manager. Wow, this place must be losing a lot of money or certainly will with customer relations like this! I will be spreading the news to all my neighbors and never, ever, enter this pitiful excuse for a hardware store again.

Posted by ANNOYED


... low enough. Took it back Early Sunday morning. Store refused refund or store credit. Said it had been used, they couldnt resell it.... use it? Very rude. There was nothing on receipt or at register to say it couldn't be returned. Will never shop there again. Glen manager rudest store personnel ever.

Posted by anonymous


Bought a baseboard heater three days ago. It did not sufficiently heat room. ... not so I bought it online elsewhere. When I went to return the original heater with receipt fully boxed, ... comments by the old bleach blonde in the bohemia ny store, I was told by the fat, bald guy that "I...wasn't worth it" and they refunded my money. I will NEVER shop there again....