Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at sales@acebraai.co.za. Please note that returns will need to be sent to the following address: [INSERT RETURN ADDRESS]

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at sales@acebraai.co.za.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at sales@acebraai.co.za.

Return and Refund Policy

Thank you for choosing Ace Braai for your braai and accessory needs. We aim to ensure your satisfaction with every purchase. Please review our return and refund policy below:

Returns

We accept returns within 30 days of the purchase date. To be eligible for a return, your item must be unused, in the original packaging, and in the same condition as received. Please contact our customer service team at service@acebraai.co.za to initiate the return process. Provide your order number and details about the product you would like to return. We will guide you through the necessary steps and issue a return authorization if eligible.

Refunds

Upon receiving and inspecting your returned item, we will notify you of the approval or rejection of your refund. If approved, the refund will be processed, and a credit will be automatically applied to your original method of payment. Please note that shipping costs are non-refundable.

Exchanges

If you need to exchange an item for a different model or size, please contact our customer service team at service@acebraai.co.za to facilitate the exchange process. Exchanges are subject to product availability.

Damaged or Defective Items

If you receive a damaged or defective item, please contact us immediately with details and photos of the issue to service@acebraai.co.za. We will arrange for a replacement or refund as necessary.

Returns

Customers are responsible for return courier costs unless the return is due to a error on our part or a defective product. We recommend using a trackable shipping service to ensure the safe return of the item.

Cancellations

If you need to cancel your order, please contact us within 24 hours of placing the order. Once the order has been processed and shipped, it cannot be cancelled.

Exceptions / non-returnable items 
Unfortunately, we cannot accept returns on sale items or gift cards.

Contact Us

If you have any questions or concerns about our return and refund policy, please reach out to our customer service team at service@acebraai.co.za