Return & Refund 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.
Pre-sale / Pre-order Products
When you place product pre-orders, please be clear of the expected product arrival dates indicated on the receipt or pre-order form, as we do not accept order cancellation or refund of pre-orders. However you may arrange exchanging other products at the location of your order if the products have not been picked up.
If the pre-ordered products fail to arrive in 30 days after the expected arrival date that we indicated on the purchase receipt or pre-order form, and you would like to cancel the order, you may contact our customer service representatives to arrange for refund. If you do not hear from us on the goods arrival date, you are expected to contact our store or customer service representatives to check the stock availability.
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.
