Returns & refunds

Returns & Refunds
At Apex Comfort, your satisfaction is our top priority. In the unlikely event that you are not completely pleased with your purchase, please review our Returns & Refunds Policy below. These terms apply to any products you purchase from us.

1. Interpretation and Definitions

1.1 Interpretation

In this Policy, any word with an initial capital letter has a defined meaning as set out in the following sections. These definitions apply regardless of whether they appear in the singular or plural.

1.2 Definitions

For the purposes of this Returns & Refunds Policy:

  • Company (referred to as "the Company", "We", "Us" or "Our") refers to ZACK'S ECOMMERCE LTD, 71-75 Shelton Street, Covent Garden, London, United Kingdom, WC2H 9JQ.

  • Goods refer to the items offered for sale on the Service.

  • Orders mean a request by You to purchase Goods from Us.

  • Service refers to the Website.

  • Website refers to Apex Comfort, accessible from apexcomfort.co.uk.

  • You means the individual accessing or using the Service, or the company or other legal entity on behalf of which such individual is accessing or using the Service, as applicable.

2. Your Order Cancellation Rights (Change of Mind)

  • Cancellation Period: You have the right to cancel your Order within 14 days of taking delivery, without giving any reason.

  • Cancellation Deadline: The cancellation period expires 14 days from the date you, or a third party (other than the carrier) you designate, takes possession of the delivered Goods.

  • How to Cancel: To exercise your right to cancel, you must inform us of your decision by a clear statement. You can do so by:

2.1 Refund Process

  • Refund Timing: We will reimburse you no later than 14 days from the day we receive the returned Goods (or, if earlier, proof of return).

  • Payment Method: Refunds will be made using the same method of payment you used for your Order, without any fees incurred by you.

  • Processing Time: Once initiated, refunds typically take 3–5 business days to process; in some cases, up to 2 weeks.

  • Third-Party Payment Methods: For refunds via Klarna, PayPal, or Clearpay, please allow up to 2 weeks for us to process; third-party providers may take up to 10 business days thereafter.

3. Conditions for Returns

To be eligible for a return, please ensure that:

  • The Goods were purchased within the last 14 days.

  • The Goods are in their original packaging.

  • The Goods have not been used or damaged.

The Following Goods Cannot Be Returned:

  • Custom-made or clearly personalised items.

  • Items unsuitable for return by nature, perishable, or past expiry.

  • Unsealed hygiene or health-sensitive goods.

  • Goods inseparably mixed with other items after delivery.

We reserve the right to refuse returns for any merchandise that does not meet the above conditions, at our sole discretion.

4. Returning Goods

4.1 Faulty or Damaged Goods

If the Goods are faulty or damaged, you must report within 30 days of delivery. We will arrange and cover the cost of collection (free return collection).

4.2 Other Returns (Change of Mind)

For returns other than faulty or damaged, you are responsible for the cost and risk of returning the Goods to us (we recommend using an insured, trackable service).

4.3 Proof of Dispatch & Abortive Collections

  • Proof of Dispatch: You must retain proof of postage or courier collection until your refund or credit is issued.

  • Abortive Collection Fee: If a courier attends to collect a faulty/damaged item and it is not ready on the agreed collection date, a £35 abortive collection fee will apply.

4.4 How to Return

Contact our customer service team for guidance and the correct return address:

Please note that refunds cannot be issued without actual receipt of the Goods or proof of return delivery.

5. Exchanges

  • Exchanges follow the same procedures as sections 4.1–4.3 above.

  • Defective or Damaged Items: We will replace items only if they are defective or damaged.

  • Once we have received and inspected the original product, we will ship the replacement.

  • If the replacement differs in price, we will refund the balance or request the difference.

6. Warranty & Manufacturer Support

  • Statutory Warranty: You must report faults within 30 days of delivery.

  • Manufacturer Warranty: For defects covered by the manufacturer’s warranty beyond 30 days (up to 2 years), we will coordinate claims and intervene if the manufacturer fails to respond within two business days.

  • Remedies: Depending on the issue, we will repair, replace, or refund the Goods.

7. Gifts

  • If Marked as a Gift: If the Goods were marked as a gift at the time of purchase and were shipped directly to you, you will receive a gift credit for the value of your return. A gift certificate will be sent to you once the returned product is received.

  • If Not Marked as a Gift: If the Goods were not marked as a gift, or if the gift giver had the Order shipped to themselves to give to you later, the refund will be issued to the gift giver.

8. Report Damage or Defect

We understand that receiving a damaged or defective item is frustrating. If you receive a damaged or defective delivery, please notify us immediately for assistance.

  • Reporting Timeframe: Issues must be reported within 30 days of the delivery date.

  • Required Evidence: To help us resolve the issue, we may ask for photographs of the damage and/or require the return of the original item.

  • Manufacturer Involvement: In some cases, we may connect you directly with the manufacturer to ensure a timely resolution. We will continue to monitor the situation and step in if the manufacturer does not provide a satisfactory response within two business days.

  • Extended Warranty Claims: If more than 30 days have passed since delivery but the item is covered by an eligible manufacturer's warranty or protection plan, please contact us for further assistance.

9. Contact Us

If you have any questions or require assistance regarding our Returns & Refunds Policy, please contact us:

  • Website Name: Apex Comfort

  • Company Name: ZACK'S ECOMMERCE LTD

  • Company Number: 15693486

  • Address: 71-75 Shelton Street, Covent Garden, London, UK, WC2H 9JQ

  • Email: support@apexcomfort.co.uk

Customer Service Hours:

  • Monday–Friday: 09:00–17:00

  • Saturday–Sunday: Closed

We will respond within 48 hours.
Please do not send returns to our office address; a specific return address will be provided once your return is approved.

Thank you for choosing Apex Comfort. We appreciate your business and are committed to ensuring your complete satisfaction.