Refund & Returns Policy

At Apexpatiouk, we want you to be completely satisfied with your purchase. If you change your mind or receive an item that isn’t quite right, we are here to help. Our Refund & Returns Policy is designed to be clear, fair, and fully compliant with your statutory rights under UK Consumer Law.

1. Your Right to Cancel (14-Day Cooling-off Period)

Under the UK Consumer Contracts Regulations 2013, you have the legal right to cancel your order and return your items for any reason within 14 calendar days of receiving your goods.

How the 14-Day Cancellation Works:

  • Notification Period: You must notify us of your intention to return the item within 14 days of receiving your delivery.
  • Return Dispatch Period: Once you have notified us, you have a further 14 days to post the items back to our UK warehouse.

2. Return Eligibility & Item Condition

To qualify for a full refund under the statutory cooling-off period, returned items must meet the following criteria:

  • Items must be unused, unworn, and in the same condition that you received them.
  • Items must be in their original packaging, complete with all tags, labels, manuals, and accessories attached.
  • Items must not show any signs of assembly, alteration, or handling beyond what is necessary to establish the nature and characteristics of the goods (similar to what you would be allowed to inspect in a physical high-street shop).

Non-Returnable & Excluded Items:

For hygiene, safety, and legal reasons, the following items cannot be returned unless they arrive faulty or misdescribed:

  • Perishable goods or food items.
  • Personal care, beauty, or hygiene items if the protective security seal has been broken.
  • Custom-made, bespoke, or personalized goods.
  • Sealed audio, video, or software items where the seal has been broken after delivery.

3. How to Return an Item

Returning an item to us is straightforward. Please follow these steps:

  1. Submit a Request: Email our customer care team at [email protected] with your order number, the item(s) you wish to return, and the reason for the return.
  2. Receive Return Authorization: Our team will review your request and reply within 24 working hours with a Return Authorization Code and our official UK return address.
  3. Pack Your Goods: Securely package the item in its original packaging to prevent damage during transit, ensuring your order number and Return Code are included inside the parcel.
  4. Post Your Item: Send the parcel using a reliable courier service (we strongly recommend using a tracked service such as Royal Mail Tracked or Evri).

Please Note: Unless the item is faulty, damaged, or sent in error, you are responsible for paying the return postage costs.

4. Proof of Postage & Transit Risk

We strongly advise obtaining a proof of postage receipt and tracking number when returning items. Returned goods remain your responsibility until they arrive at our return facility. We cannot accept liability for items that are lost or damaged in transit back to us without valid tracking proof.

5. Faulty, Damaged, or Incorrect Items

Under the UK Consumer Rights Act 2015, you have specific legal rights if the goods you receive are faulty, damaged, or not as described:

  • Within 30 Days of Delivery: You are entitled to an immediate full refund, including any standard delivery charges paid when placing the order and reasonable return postage costs.
  • After 30 Days (Up to 6 Months): If a fault develops after 30 days, please contact us. We will arrange a repair or replacement. If a repair or replacement is not possible, you may be entitled to a full or partial refund.

If you receive a faulty or damaged item, please email [email protected] immediately with clear photographs of the damage/defect and your order details. We will provide a prepaid return label or arrange a collection at no extra cost to you.

6. Refunds & Processing Times

Once your returned parcel is received and inspected by our warehouse team, we will send you an email acknowledging receipt and confirming the status of your refund.

  • Refund Method: Approved refunds will be processed back to the original payment method used at checkout (e.g., Visa, Mastercard, PayPal, Apple Pay).
  • Processing Time: Refunds are typically issued within 3 to 5 working days of receiving your returned item. Please allow an additional 2 to 5 working days for your bank or card issuer to clear the funds into your account.
  • Original Delivery Costs: If you cancel your entire order within the statutory 14-day cooling-off period, we will refund the cost of standard delivery. If you chose an upgraded/express shipping option, only the standard delivery fee will be refunded.

7. Exchanges

We currently do not offer direct online exchanges. If you require a different size, colour, or item, the quickest option is to return the unwanted item for a full refund and place a new order on our website for the replacement item.

8. Contact Us

For any queries regarding returns, refunds, or parcel tracking, please contact our UK customer support team:

  • Customer Care Email: [email protected]
  • Return Address: Apexpatiouk UK Ltd (Returns Dept), 21 Allen Street, Sheffield, S3 7TE, United Kingdom
  • Operating Hours: Monday – Thursday: 9:00 AM – 5:00 PM | Friday: 9:00 AM – 3:00 PM (GMT/BST)