Terms & Conditions

1 About us and these terms

This website is operated by Apex Heating & Air Conditioning ("we", "us", "our"). These Terms & Conditions govern your use of this website and every order you place with us, whether online, by phone, or at our trade counter.

By placing an order you confirm that you accept these terms. If you do not accept them, please do not place an order. We recommend saving or printing a copy for your records.

Trading name

Apex Heating & Air Conditioning

Trade counter

955 Romford Road, London, E12 5JR

Email

info@apexhvac.co.uk

Telephone

+44 7956 923185

Opening hours

Mon–Fri: 8am–5:30pm | Sat: 8am–1pm

Company & VAT no.

To be confirmed before launch

2 Eligibility and your account

To buy from us you must be at least 18 years old and legally able to enter into a contract. You may order as a guest or create an account.

Keeping your account secure

• You are responsible for keeping your password confidential and for all activity that happens under your account.
• Tell us immediately at info@apexhvac.co.uk if you believe someone else has accessed your account.
• Please keep your delivery address, contact number and email up to date — most delivery problems are caused by out-of-date details.

We may suspend or close an account where we reasonably believe these terms have been breached, or where an account is being used fraudulently.

3 Products, descriptions and images

We describe every product as accurately as we can, including dimensions, heat output, capacity, finish and material. Specifications are supplied by the manufacturer and can change without notice.

• Colours and finishes shown on screen are indicative. Screen calibration varies, so a finish such as anthracite, chrome or brushed brass may look slightly different in person.
• Lifestyle photography is used to show a product in context. Accessories, valves, trims and fittings shown in a photograph are not included unless the product listing says so.
• Heat outputs are quoted at the stated Delta rating (usually T50) in line with BS EN 442. Real-world output depends on your system flow temperature.
• Sizing is your responsibility unless you ask us to size for you. If you are unsure, contact us before ordering — advice is free and no-obligation.

If a product you have received is materially different from its description, it is faulty for the purposes of your legal rights and you can return it under our Returns & Refunds policy.

4 Pricing and payment

Prices are shown in pounds sterling (GBP). Unless clearly stated otherwise, prices include VAT at the prevailing rate and exclude delivery, which is calculated at checkout.

Payment methods

We currently accept Cash on Delivery and direct Bank Transfer. Card payments are being introduced — please contact us if you would prefer to pay by card and we will confirm availability.

Pricing errors

We take care to price everything correctly, but errors occasionally occur. If we discover an error in the price of an item you have ordered, we will contact you before dispatch and give you the choice of continuing at the correct price or cancelling for a full refund. We will not simply process an order at an incorrect price.

5 How a contract is formed

Placing an order is an offer to buy. A contract is only formed when we send you a dispatch confirmation, not when you receive an order acknowledgement.

1. You place your order and receive an automatic acknowledgement. This confirms we have received the order — it is not acceptance.
2. We check availability, pricing and delivery address.
3. We send a dispatch confirmation. At that point the contract between us comes into existence, and only for the items listed in that confirmation.

We may decline an order if the item is out of stock, if there was a pricing or description error, if we cannot deliver to your address, or if we are unable to complete required identity or payment checks. If we decline, we will tell you and refund any payment in full.

6 Delivery and collection

Standard delivery is free on orders over £300 to most of the UK mainland. Charges for smaller orders and for non-mainland addresses are calculated at checkout or confirmed before dispatch. Full details are on our Shipping & Delivery page.

• Delivery estimates are estimates, not guarantees. If you need an order by a specific date, contact us before ordering.
• Risk in the goods passes to you on delivery or collection. Ownership passes once we have received payment in full.
• Please inspect your delivery on arrival. Report visible damage within 48 hours so we can resolve it quickly.
• If nobody is available to accept a delivery, the carrier will leave a card. Re-delivery or storage charges for repeatedly failed deliveries may be passed on.

Delivery to the Scottish Highlands and Islands, Northern Ireland, the Isle of Man, the Channel Islands and offshore addresses may carry a surcharge or longer lead time. Please contact us before ordering.

7 Installation and services

Installation, maintenance and servicing are booked as separate service items and are carried out by qualified engineers. Air conditioning work involving refrigerant is carried out by F-Gas certified engineers and logged as required.

Before we attend

• Safe, clear access to the work area, and a working power supply where required.
• Permission to carry out the work — including landlord, freeholder or building management consent where that applies.
• Accurate information about your property. Undisclosed asbestos, concealed pipework or non-standard construction may mean we cannot complete the work on the day.

What is not included

• Building, plastering, tiling, electrical upgrade or making-good work beyond the immediate installation area.
• Removal or disposal of asbestos.
• Repairs to pre-existing faults in your heating, electrical or drainage system.
• Scaffolding, hoists or specialist access equipment, unless quoted for separately.

If an attendance cannot go ahead for a reason within your control, or is cancelled with less than 48 hours' notice, we may charge a reasonable call-out fee. We will always tell you before charging.

8 Cancellations, returns and refunds

If you are a consumer, you have a legal right to cancel most online orders within 14 days of receiving the goods, and a further 14 days to return them. In practice we go further and accept returns of unused goods in their original packaging for 30 days.

Items we cannot accept back

• Products that have been fitted, installed or commissioned.
• Cut-to-length pipe, cable or materials.
• Special-order items obtained specifically for you.
• Clearance or end-of-line products, where marked at the time of sale.
• Items damaged by incorrect installation or misuse.

Services that have already been performed at your request cannot be cancelled retrospectively, though you keep all your rights if the work was not carried out with reasonable care and skill.

The full process, including how to start a return and how long refunds take, is set out on our Returns & Refunds page.

9 Warranties and your legal rights

Manufacturer warranties vary by product — typically 2 to 5 years. The exact term for each item is listed in the Additional Information section of its product page.

A manufacturer warranty is in addition to, and does not affect, your legal rights. Under the Consumer Rights Act 2015, goods supplied to a consumer must be:

• Of satisfactory quality.
• Fit for the purpose they are supplied for.
• As described.

Services must be carried out with reasonable care and skill, within a reasonable time, and for a reasonable price where none was agreed in advance.

Warranties do not cover fair wear and tear, damage from misuse or accident, corrosion caused by an untreated or poorly maintained system, incorrect installation by a third party, or failure to carry out recommended servicing.

10 Limitation of liability

Nothing in these terms limits or excludes our liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, or for anything else that cannot lawfully be limited.

Subject to that:

• We are responsible for loss or damage that is a foreseeable result of us breaking these terms or failing to use reasonable care and skill.
• We are not responsible for losses that were not foreseeable at the time the contract was made.
• Where you are buying as a business, we are not liable for loss of profit, loss of business, business interruption or loss of business opportunity, and our total liability is limited to the price paid for the relevant order.

We are not liable for delays or failures caused by events outside our reasonable control, including severe weather, supplier failure, industrial action or transport disruption. If such an event occurs, we will contact you and you may cancel for a full refund of anything not yet delivered.

11 Use of this website

All content on this site — text, product photography, logos, layout and code — is owned by us or our suppliers and is protected by copyright and trade mark law. You may view, download and print pages for your own use in connection with an order, but you may not reproduce or republish them commercially without our written permission.

You agree not to misuse this site, including by attempting to gain unauthorised access, introducing malicious code, scraping content at scale, or placing fraudulent orders.

We aim to keep the site available at all times but do not guarantee uninterrupted access. We may suspend, withdraw or change any part of it without notice.

12 Privacy and your data

We handle your personal information in line with UK GDPR and the Data Protection Act 2018. Our Privacy Policy explains exactly what we collect, why we collect it, how long we keep it and the rights you have over it.

By placing an order you agree that we may use your contact details to process and deliver that order, arrange any installation, and contact you about it. We will not use your details for marketing unless you have asked us to.

13 Complaints and governing law

If something has gone wrong, please tell us first — most issues are resolved quickly and directly.

1. Email info@apexhvac.co.uk or call +44 7956 923185 with your order number and a description of the problem.
2. We will acknowledge your complaint within 2 business days.
3. We aim to provide a full response within 10 business days. If we need longer, we will tell you why and give you a revised date.

These terms are governed by the law of England and Wales, and the courts of England and Wales have jurisdiction. If you live in Scotland or Northern Ireland, you may also bring proceedings in your local courts.

Changes to these terms

We may update these terms from time to time. The version that applies to your order is the version published on this page at the time you placed it. The date at the top of this page shows when it was last revised.