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

You are free to return purchased item(s) within 30 days of receiving your goods subject to meeting the Return Guidelines criteria listed below. 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. Please complete it and include it with your returned item(s). Transit times are not included in this time period. We reserve the right to reject any requests to return purchases after the 30 day period. If you’re unsure on whether you’re eligible to return an item, please contact our support team by emailing support@apexgray.co.uk.

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. Shipping charges are not refundable unless there was a quality issue or an incorrect item was sent.

Exchanged items will be despatched on our standard delivery service free of charge 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 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.

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. 

 

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