Shipping & Delivery

1 Delivery costs

Standard delivery is free on orders over £300 to most of the UK mainland. Below that, the charge depends on the size and weight of the order and is calculated at checkout before you commit to anything.

Large or heavy items — tall vertical radiators, full pallets of wall panels, outdoor condenser units — may need a two-person or kerbside delivery. Where that applies it is shown on the product page and priced at checkout.

2 Delivery times

Lead time depends on the item. Stocked lines move quickly; special-order and made-to-order items take longer. The estimate for your specific basket is shown at checkout.

• Orders placed before 12 noon on a working day are picked the same day where the item is in stock.
• Working days means Monday to Friday, excluding bank holidays.
• Special-order items are ordered in from the manufacturer once your order is confirmed, and we will give you an expected date by email.
• Split deliveries can happen where one item in an order is delayed. You will not pay extra for the second delivery.

3 Where we deliver

We deliver throughout the United Kingdom. Standard rates and lead times apply to the UK mainland.

• Deliveries to the Scottish Highlands and Islands, Northern Ireland, the Isle of Man, the Channel Islands and offshore addresses may carry a surcharge and take longer.
• Some large or heavy items cannot be sent to these areas by our standard carriers. Contact us before ordering and we will confirm what is possible and what it costs.
• We do not currently ship outside the United Kingdom.

4 Collection from our trade counter

You are welcome to collect your order in person, free of charge.

Address

955 Romford Road, London, E12 5JR

Opening hours

Mon–Fri: 8am–5:30pm | Sat: 8am–1pm

Before you travel

Wait for our email confirming the order is ready

Please bring your order number and some photo ID. If someone else is collecting on your behalf, email us their name in advance.

5 On the day of delivery

Our carrier will contact you with a delivery window. Someone over 18 needs to be at the address to receive and sign for the goods.

• Check the outer packaging before you sign, and note any visible damage on the carrier's paperwork.
• Open and check the contents within 48 hours, even if you are not fitting straight away.
• Keep all packaging until you are satisfied the goods are correct and undamaged — returns need the original packaging.

If nobody is home

The carrier will leave a card and attempt re-delivery or hold the goods at a local depot. Repeated failed deliveries can incur a re-delivery or storage charge, which we would tell you about before passing on.

Access

Deliveries are made to the ground-floor threshold of the address. Our carriers cannot carry goods upstairs, through a property, or into a garden. If access is restricted — a narrow lane, no unloading space, a high-rise flat — please tell us at checkout.

6 Damaged, missing or incorrect deliveries

If something is wrong, tell us quickly and we will put it right.

1. Email info@apexhvac.co.uk within 48 hours of delivery, or call +44 7956 923185.
2. Include your order number and photographs of the damage, including the outer packaging.
3. We will confirm the next step within 2 business days — normally a replacement sent out, or a full refund.

Do not fit or install a damaged item. Once an item has been installed we can no longer treat the damage as delivery damage, and your options narrow to a warranty claim.

For anything outside delivery problems — a change of mind, a wrong size ordered, a fault appearing later — see our Returns & Refunds page.