Cancellation, Returns & Refund Policy

At Ace Energy Ltd, we aim to provide excellent customer service and ensure our customers understand their rights when purchasing from us.

Your Right to Cancel

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have the right to cancel your order within 14 days of placing it, provided the goods are eligible for cancellation under the Regulations.

To exercise your right to cancel, you must notify us with a clear statement confirming your decision. You can contact us by:

Email: orders@ace-energy.co.uk

Post:
Ace Energy Ltd
Energy House
Black Brook Way
Greetland
Halifax
HX4 8ED

If sending your cancellation by post, we will deem your notice to have been received two working days after the postmark date.

Returning Your Goods

Once you have notified us of your cancellation, you must return the goods to us without undue delay, and no later than 14 days after informing us of your decision to cancel.

Unless otherwise agreed, customers are responsible for the cost of returning the goods to:

Ace Energy Ltd
Energy House
Black Brook Way
Greetland
Halifax
HX4 8ED

If you are unable to return the goods yourself, Ace Energy can arrange collection. A collection charge will apply, with the cost depending on the size, weight and quantity of your order. Any applicable collection or delivery charges will be deducted from your refund where permitted by law.

Refunds

Returned goods must be received and inspected before a refund can be processed. Once your return has been checked and approved, we will authorise your refund within 24 hours.

Refunds are issued using your original payment method. While we process refunds promptly, it may take up to 5 working days for the funds to appear in your account, depending on your bank or card provider.

Important Information

To qualify for a full refund, returned goods should be in their original condition and packaging wherever reasonably possible. We reserve the right to make deductions from any refund where the value of the goods has been reduced due to handling beyond what is necessary to establish their nature, characteristics and function, in accordance with UK consumer legislation.

If you have any questions regarding cancellations, returns or refunds, please contact our customer service team, who will be happy to assist.