Returns & Refunds

1 Your returns window

We accept returns within 30 days of delivery or collection. After 30 days we are unable to offer a refund or exchange unless the item is faulty.

This policy covers all orders placed online and in person at our trade counter, 955 Romford Road, London, E12 5JR.

2 What we can accept back

To be eligible for a return, your item must be:

• Unused and in its original condition.
• In its original, undamaged packaging.
• Accompanied by proof of purchase — an order confirmation, receipt or invoice.

What we cannot accept back

For hygiene, safety and trade reasons, the following cannot be returned:

• Boiler parts and gas components that have been fitted or installed.
• 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 due to incorrect installation.

None of this affects your rights if an item turns out to be faulty.

3 Faulty or damaged items

If your item arrives damaged, or develops a fault within 30 days, you can choose either:

• A full replacement, or
• A full refund to your original payment method.

What to do

1. Contact us within 48 hours of receiving a damaged delivery.
2. Send photographs of the damage to info@apexhvac.co.uk with your order number.
3. Do not install the item. Installing a visibly damaged product removes our ability to treat it as delivery damage.

After 30 days

For manufacturer warranty claims beyond 30 days, we will help you raise the claim with the relevant brand directly, and provide the purchase and installation documentation you need to support it.

4 How to return an item

1. Email info@apexhvac.co.uk with your order number and the reason for the return.
2. We will confirm your return within 2 business days and give you a return reference.
3. Then either drop it off at our trade counter, 955 Romford Road, London, E12 5JR (Mon–Fri: 8am–5:30pm | Sat: 8am–1pm), or post it back using a tracked service.

Return postage is at your cost unless the item is faulty, damaged or was sent in error, in which case we cover it. We recommend a tracked service: until the item reaches us, it is still your responsibility.

5 Refunds

Once we receive and inspect your return:

• We will email you confirmation within 2 business days.
• Approved refunds are processed within 5–7 working days.
• The refund is credited to your original payment method — card, bank transfer, or as agreed for cash-on-delivery orders.

Depending on your bank, it can take a few more days for the money to appear on your statement after we have processed it.

6 Exchanges

We are happy to exchange an item where:

• The wrong item was delivered.
• The item is faulty or damaged.
• You ordered the wrong size or specification — subject to stock availability.

To arrange an exchange, email info@apexhvac.co.uk or call +44 7956 923185. Where the replacement costs more, we will take the difference; where it costs less, we refund it.

7 Cancelling installation and service bookings

Installation and maintenance visits can be rescheduled or cancelled free of charge with at least 48 hours' notice.

• Cancelled with less than 48 hours' notice, or where our engineer cannot gain access on the day, a reasonable call-out fee may apply.
• Work that has already been carried out at your request cannot be cancelled retrospectively.
• If work was not carried out with reasonable care and skill, you keep your full rights under the Consumer Rights Act 2015 — tell us and we will put it right.

See our Terms & Conditions for the full detail, and our Shipping & Delivery page for delivery-specific issues.