Refund policy

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)

You have the right to cancel your order at any time starting from the moment you place the order up to 14 calendar days after the day you receive physical delivery of the goods. Products configured using our online menu options are built to order but remain fully covered by standard 14-day cancellation rights. Only items completely custom-made to bespoke dimensions or specifications outside our option menus are exempt from change-of-mind cancellations.

If you choose to cancel, you are responsible for returning the goods. For heavy items requiring courier collection, collection costs will be deducted from your refund up to a maximum of £85 for standard UK mainland addresses, and up to £130 for Highlands & Islands and all other serviced UK addresses.

  • 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: Where we arrange collection, we will reimburse you no later than 14 days from the day you tell us you are cancelling. We will not hold back your refund until the Goods reach us.

  • 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 or PayPal, we issue the refund within the time set out under Refund Timing above; third-party providers may take up to 10 business days thereafter.

  • Assembly and White Glove Charges: If you paid for assembly or for White Glove delivery, that charge is refunded in full along with the chair when you cancel.

2.2 Hood Fast Track Chairs: 30 Days to Return an Unused Chair

This section is in addition to your 14-day right to cancel in section 2 and does not reduce it. Within those 14 days you can still cancel under section 2 even if you have unpacked, assembled or tried the chair, as sections 2 and 3 explain; the conditions below apply only to a return under this section.

  • Which Chairs: the Hood Seating F94, K22 and C19 chairs bought in a Fast Track option. It does not cover Made-to-Order options, the i29, or accessories bought as separate items.

  • No Collection Charge: for these chairs we do not deduct the collection costs set out in sections 2 and 4.2 on any change-of-mind return, whether you cancel under section 2 or return the chair under this section.

  • Time Limit: tell us within 30 days of the day you take delivery, using the contact details in section 2. The 30 days run from delivery, so they also cover an unused chair you return within the first 14 days. The chair does not need to reach us within the 30 days.

  • Condition: the chair must be unused, clean, undamaged and complete with all its parts and its original packaging. You may unbox it, or assemble it to check it, as long as it has not been used. If the chair came with Fully Built Delivery & Assembly, it needs no packaging: we collect it as it is.

  • Collection: we arrange collection from your delivery address at no charge. There is no restocking or handling fee.

  • Refund: we refund the full price you paid for the chair, using the same payment method. If you paid for Tool-Free Delivery or Fully Built Delivery & Assembly with the chair, we refund that charge too. Where you told us within the 14 days in section 2, we refund you on the timing in section 2.1; otherwise, within 14 days of the day the chair is collected.

3. Conditions for Returns

You can cancel without giving any reason. To be eligible for a return:

  • Tell us you are cancelling within 14 days of the day you take delivery of the Goods.

  • Then send the Goods back, or have them ready for the collection we arrange, within a further 14 days of the day you tell us.

Where we arrange collection, we will refund you no later than 14 days from the day you tell us you are cancelling. We will not hold back your refund until the Goods reach us.

Where we arrange collection, please make your chair available promptly after telling us, so it can be collected and inspected.

You may inspect and test the chair as you would in a showroom. However, if the chair is handled beyond what is necessary to establish its nature, characteristics, and functioning, we may deduct the diminished value from your refund. Please return the item in its original packaging where possible to prevent transit damage.

The Following Goods Cannot Be Returned:

  • 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 a return only where you did not tell us you were cancelling within 14 days of the day you took delivery. For a chair covered by section 2.2, we also accept a return on the terms of that section.

4. Returning Goods

4.1 Faulty or Damaged Goods

If the Goods are faulty or damaged, contact us and we will arrange and cover the cost of collection (free return collection). Your statutory rights are set out in section 6 below.

4.2 Other Returns (Change of Mind)

For returns other than faulty or damaged, you are responsible for the cost of returning the Goods to us. Return collection costs up to £85 for standard UK mainland postcodes, and up to £130 for the Scottish Highlands & Islands and all other UK addresses we deliver to. If you would rather arrange your own insured, trackable return, you are responsible for its cost and for the Goods until they reach us. Section 2.2 explains when we collect a Hood Fast Track chair at no charge.

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: Where we have agreed to collect a chair you are returning because you changed your mind, and it is not ready on the agreed date, a £35 fee applies to cover the wasted collection. We never charge this on a faulty or damaged chair: if the chair is faulty we arrange and pay for collection, and a missed collection date costs you nothing.

4.4 How to Return

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

If you are cancelling your order, sections 2.1 and 3 set out when we refund you.

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 Rights: If your chair develops a fault within 30 days of delivery, you are entitled to a full refund. For a fault found after 30 days but within the first six months, we will repair or replace it. Your rights do not end at six months: the time limit for bringing a claim about goods that were faulty when they were delivered is six years from delivery in England, Wales and Northern Ireland, and five years in Scotland. After the first six months we may ask you to show that the fault was there when the chair was delivered.

  • Manufacturer Warranty: For defects covered by the manufacturer's warranty beyond 30 days (the cover period varies by product — see each product's specification), 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: Please report any damage or defect as soon as you notice it. Reporting within 30 days of delivery lets us resolve it fastest; your statutory rights are set out in section 6 and are not limited to that period.

  • 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, please contact us — your statutory rights continue to apply, and the item may also be covered by an eligible manufacturer's warranty or protection plan.

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 reply by email.
Please do not send returns to our office address; email support@apexcomfort.co.uk first and we will tell you how to return it.

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