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Return & Exchange Policy – BRUNO Store & Online Purchase

This return and exchange policy is applicable to the products offered in BRUNO Stores in Hong Kong and the Online Store www.acehomehk.com.

Requests for return or refund, cancellation of orders, exchange of products would not be accepted. Exceptions for exchange will be allowed for defective products, only after having been verified and confirmed by our customer service representatives (online purchase) or shop staff (purchases at BRUNO Stores). We also reserve the right to test the product before offering the exchange.

You are requested to examine the products immediately for any damages of the appearance and whether all accessories are included upon 7 days of delivery or collection in store. After the 7-calendar-day period, the product cannot be exchanged due to defects in product appearance or malfunctions.  

We cannot accept goods to be exchanged when that product we can reasonably believe has been used, washed, or physically damaged by external factors (non-manufacturing defects). The return product(s) must be unused and in its original packaging. Used, washed products, or products without full packaging are not accepted for returns or exchanges.

If you believe that your product is defective, please contact our customer service representatives during our business hours to request for exchange. If our representatives determine that the product is defective you are eligible to exchange your product, please follow the instruction of our customer service representatives.

If the product is purchased in BRUNO Store for home delivery service, or is purchased on the Online Store, exchange of products are required to be serviced at the store that you purchased the product from or at our customer service center.

Original sales receipt or relevant electronic receipt must be produced to us before product exchange is accepted.

Return & Exchange Policy – Pre-sale / Pre-order Products

You must present the original purchase receipt and pre-order form when picking up the pre-ordered products, exchanging for other items, or arranging for refund.

Overseas Purchase at www.acehomehk.com

If you believe that your product is defective, please contact our customer service representatives during our business hours within 7 days of receipt of the goods.

Due to logistical reasons we are not able to provide exchange, returns, or refunds for purchases outside Hong Kong due to product cosmetic reasons that do not affect the product usage or functions (such as scratches, dents). The decision shall be made by our customer service representatives.

Also due to logistical reasons we are not able to provide one-year overseas warranty service for overseas purchase. Most often the issues can be resolved without sending in the products for repair, you may contact our customer service representatives for assistance. If any spare parts are to be provided to the user for service, the users are expected to be responsible for the courier fee incurred.

Delivering overseas (outside Hong Kong) incurs a courier fee, which is quoted when you selected the products and check out, and which only covers the courier fee without any other charges such as customs import duties of the destination. In case import duties are incurred, the recipients need to settle with the local authorities or courier directly. 

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This section covers the shipping and delivery policy for orders placed on www.acehomehk.com.

Stock Availability and Ordering Process

1. In general the stock availability of each item is indicated clearly on the website. 
2. Once you have placed an order and paid, you will receive an Order Acknowledgement email to confirm your order details. Make sure the email and phone numbers are input correctly to avoid any failures and delays of delivery. Contact us immediately before goods delivery for any changes.
3. If the order arrival dates are indicated on the backordered items, you will not be notified of delivery until we schedule the delivery at the date indicated when items become available.
4. If your order includes both backordered items and available items, unless otherwise indicated or notified us, we assume the entire order is going to be delivered one time when all items become available. Separate deliveries could incur additional delivery charge.
5. If unfortunately the products are not available but showing otherwise at your order, our customer service representatives will notify you by email or phone calls on the next business day of your purchase so we can follow up with you on the delivery or refund arrangements.

Delivering to Hong Kong

1. Free Hong Kong local delivery service is offered for each order with purchase of HKD 1,000 or above. If the order is under HKD 1,000 there will be a delivery charge indicated at checkout, or you may pay the courier fee by freight collect (courier fee to be paid to the courier at delivery, at the rate decided by the courier, depending on weight and volume).
2. If the products are available, delivery shall be made within 2-5 business days. If you would like to know when the items will be delivered, please contact our customer service by email or phone during business hours.
3. Delivery shall be made by either of the following methods at the discretion of Ace Kitchen Ltd, depending on the best solution at the time available:
   • Logistics delivery
     • If the delivery is to be arranged by our logistics service, delivery time shall be Monday to Friday, 10am to 7pm, you will be notified and coordinated with the delivery time before delivery.
     • Our logistics are not able to cover remote areas such as Lantau, Ma Wan, Discovery Bay, Islands.
     • Unless otherwise informed, the order will be delivered in 2-5 business days.
   • Local courier service
     • If the delivery is to be arranged by local courier service, when the order is dispatched you will receive an email with the courier tracking number.
     • Orders shall be dispatched within 1-3 business days and the courier service will require another 1-3 business days to deliver.
     • If the delivery fee is indicated as “courier freight collect” at check out. The delivery fee shall be determined by the local courier. Any disputes shall be settled by the customer and the courier.
   • Postage (as requested by small part purchase in check out). 
     • Order status tracking is not available.
     • Delivery time is usually 2-5 business days but this could take up to 14 days depending on the service availability of Hong Kong Post.
     • Customers shall bear the full responsibility of losing items by using Hong Kong Post ordinary mail service.

Delivering Overseas

1. Delivery overseas (outside Hong Kong) will be dispatched by reputable couriers as indicated at checkout.
2. Once the order is dispatched you will receive the courier tracking number so you may follow up the delivery time and arrangements with the designated courier.

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One Year Warranty Policy

Ace Kitchen Limited is the official distributor of Aladdin, BALMUDA, BRUNO, Dretec, Vitantonio in Hong Kong and Macau and provides the warranty and after sales services for its electrical appliances purchased via the authorised resellers. 

Original sales receipt, relevant electronic receipt, or gift receipts from the list of authorised resellers must be produced at the time of requesting warranty service. The one year warranty counts from the delivery date or receipt date indicated on the receipts.

We shall refuse the local warranty service for products purchased from areas outside Hong Kong and Macau. And we are not obliged to repair or replace any product which is not accompanied by a valid proof of purchase or product registration on warranty.acehomehk.com.

The warranty covers all costs related to restoring the proven defective product so that it conforms to its original specifications, through repairing or replacement of defective parts.

Warranty is void if the product is damaged under the below circumstances, and please contact our customer service representatives for quotation of repairing:

1. Users are expected to read the product manuals thoroughly before using the product. Any product damage caused by failure to follow product instructions shall be considered as product misuse.
2. The product is found to have been dismantled without prior authorization.
3. Damages caused by misuse or negligence.
4. Damages due to force majeure like earthquake, thunder, flood, war.
5. The product is used for commercial purposes or under abnormal household use situations.
6. The damage is caused by improper care, for example, not cleaned after use and this caused rusting.

Cosmetic damage such as scratches, dents and broken plastic, coloring or discolorations are considered normal worn out and not covered under warranty.

Warranty does not cover non-electrical products.

If the product warranty is expired, customers may request for repair at costs to be quoted by our customer service representatives.

Consumable Parts:

The consumable parts, such as batteries, non-stick coatings of pans and pots, detachable parts such as lids, water tanks, cooking trays, fan blades and covers etc, are expected to be worn out after repeated use and thus not covered by warranty. Such parts are available for purchase on our website or our service center, or you may contact our customer service representatives for arrangements.

Non-stick coated cooking surfaces are always complied with the regulations in Japan or Europe depending on the brand origins and product offerings. The non-stick coating must be handled with care and cleaned following the manufacturer guidance as indicated in the product manuals. Warranty does not cover food sticking due to burns or damage caused by incorrect use of product, such as scratches. If the non-stick coating shows unusual blistering and peeling, please contact our customer service representatives and decisions will be made by our customer service representatives.

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Warranty Service Procedures

Please register your appliance online within 7 days after purchase at warranty.acehomehk.com. If you possess the original sales receipt, relevant electronic receipt, or gift receipts, you are also entitled for one-year product warranty without registration.

If you have followed the instructions on the product manuals but still have problems in using the appliance, please contact our customer service representatives to book for service appointment.

• Our customer service representatives shall decide whether the product is indeed functioning properly. If servicing the product is required, they shall instruct customers to bring in the appliance for service.
• Original sales receipt, relevant electronic receipt, or gift receipts from the list of authorised resellers must be presented.
• Servicing the product could take from a few minutes to a few weeks, depending on the service parts availability, thus booking an appointment with us is suggested for prompt service experience.

Users are required to bring in the appliance to our service center for service. 

• We are not able to provide pick up service.
• If you would like to send in the product by courier, please indicate clearly your contact information (name, phone number, defective reasons) inside the box.
• We are not responsible for any damage caused by the courier service sending in the product during transportation. Please wrap properly.
• We are not responsible for the courier costs of sending in and out of the product.

   

CUSTOMER SERVICE CENTER

Ace Kitchen Limited
Address:   Unit 05-06, 22/F, Lemmi Centre, 50 Hoi Yuen Road, Kwun Tong, Hong Kong
Tel:   +852 35687885
Email:   [email protected]
Business Hours:   Mon-Fri, 10am-6pm (by appointment)

Click this link for warranty registration.