RETURNS POLICY

We do our best to offer a hassle-free and clear returns experience for our customers worldwide.

If anything is unclear or you are unsure please send an email to support@apexgray.co.uk and we will be happy to help!

REFUNDS AND EXCHANGES

FREE RETURNS POLICY

Free returns started 16th June 2020 and applies to all orders on this date forward for the United Kingdom only (at present). Free returns are only applicable for 30 days from the date you received your goods and are subject to meeting the Return Guidelines criteria listed below. A single free returns is offered per order. If you wish to make a return please notify the Support team by emailing support@apexgray.co.uk. You will be emailed a Returns Form and a Hermes shipping label. Please print the shipping label (if you do not have a printer see these suggestions https://international.myhermes.co.uk/help-centre/parcels/) and complete the Returns Form and include it with your returned item(s). Transit times are not included in this time period. 

Shipping charges will be refunded for UK orders only, and at the standard rate. If Express Shipping was ordered only the standard shipping charge will be refunded.

RETURNS BEYOND THE 30 DAY FREE RETURNS WINDOW

If you wish to make a return please notify the Support team by emailing support@apexgray.co.uk. Subject to meeting the Return Guidelines criteria listed below you will be emailed a Returns Form. The customer must cover all returns costs unless otherwise instructed by a member of our support team. You as the customer, are liable for your parcel until the moment it reaches Apexgray. We recommend sending returns via recorded delivery to avoid any issues with your return reaching us.

Refunds are issued against the original payment method used on your order and will usually reach you within 3-5 working days of Apexgray processing and confirming your return. Please allow up to 7 working days for us to process and confirm.

EXCHANGE FOR DIFFERENCE SIZE OR COLOUR

If you wish to exchange an item for a different size or colour shipping is free of charge. All items will be despatched on our standard delivery service within 7 working days of your return being processed. If there is an issue with your return, you will be contacted by email.

Any exchanges must be for products of equal or lesser value.  If requested items are of greater value than the original product(s) being exchanged, you will be issued a store credit. If a product you are requesting is out of stock, you will be issued store credit for that product.  Please list alternative options on the Returns Form.

RETURN GUIDELINES

– You must take reasonable care of the item(s) purchased. 

– All labels must still be attached. 

– We cannot accept returns or exchanges on any items that have been washed.

– Any items returned covered in animal or human hair will not be accepted.

– Any items returned with stains or marks will not be accepted.

– Any items found to have a distinct smell (deodorant, aftershave, body odour etc.) will not be accepted. 

– Any items which are discontinued and no longer sold on the website cannot be returned for exchange or refund. 

Apexgray has the right to refuse a return should it not follow our returns guidelines. In this event we will contact you with the reason why it cannot be returned and the option to send it back to you. However you will liable to pay for shipping. Notification and payment will be required within 7 working days otherwise the item will be discarded. 

FAULTY ITEMS

If you believe your product is defective due to a manufacturing fault, please contact our customer support team via email on support@apexgray.co.uk.

You will be asked to send photos of the fault, this is to simply speed up the process of rectifying the issue you’re having. The cost to return the item, if deemed faulty, will be covered by Apexgray. Apexgray products are guaranteed against faulty workmanship or materials for 6 months from time of purchase.

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