Refund policy


Overview

We want customers to be happy with their Apex Pro Gear order. Because many of our products are custom, made to order, pre order, special order or produced in limited batches, please read the product description carefully before placing an order.

This policy does not affect your statutory rights.

 

Faulty, Damaged or Incorrect Items

If your item arrives damaged, faulty, incorrect, not as described, or otherwise does not meet the standards required by law, please contact us as soon as possible after receiving your order.

Please email us with:

–      your order number;

–      a description of the issue;

–      photographs showing the fault, damage or incorrect item;

–      photographs of the packaging, where relevant.

We will review the issue and, where appropriate, arrange a repair, replacement, refund or other suitable resolution in line with your statutory rights.

If an item is damaged in transit, please keep the item and original packaging so that we can investigate the issue with the courier.

 

Change of Mind Returns

For eligible non-custom items purchased online, customers may have the right to cancel their order within 14 days of receiving the goods.

To be eligible for a change of mind return, the item must be returned unused, unworn, unwashed, in its original condition and in its original packaging.

Customers are responsible for the cost of return postage for change of mind returns.

 

Custom, Personalised and Made to Order Items

Custom, personalised and made to order items are produced specifically for the customer. This may include custom jerseys, teamwear, personalised garments, name/number printing, special sizing, bespoke designs, or items manufactured to a customer's specification.

These items cannot usually be cancelled, returned or refunded for change of mind once design work, ordering, production, printing, personalisation or manufacturing has begun.

This does not affect your statutory rights if the item is faulty, damaged, incorrect or not as described.

 

Pre Order and Special Order Items

Pre Order and Special Order items may be ordered or produced specially, in limited batches, or brought in from our suppliers or manufacturing partners.

Where a Pre Order or Special Order item is a standard, non-personalised product, normal online cancellation rights may apply unless the product page clearly states that the item is custom, personalised, made to specification, or otherwise exempt from cancellation rights.

Where a Pre Order or Special Order item is custom, personalised, made to order, specially manufactured or ordered to the customer's specification, it may not be cancellable or returnable for change of mind once ordering or production has begun.

Please check the product description carefully before ordering.

 

How to Request a Return

To request a return, please contact us by email before sending anything back.

Please include:

–      your order number;

–      your name;

–      the item you wish to return;

–      the reason for the return;

–      photographs, if the item is faulty, damaged or incorrect.

Please do not send items back without contacting us first, as we may not be able to process unauthorised returns.

 

Return Shipping

For approved change of mind returns, the customer is responsible for return postage costs.

For faulty, damaged, incorrect or not as described items, we will deal with the return or resolution in line with your statutory rights.

Returned items should be packaged securely. We recommend using a tracked postal service, as we cannot be responsible for items lost or damaged during return shipping where the customer arranged the return.

International returns: For customers outside the UK, return postage costs are the responsibility of the customer. We are not responsible for any customs charges, import duties or taxes levied on returned items in your country, and these costs are not refundable. Please contact us before returning any item from outside the UK so that we can advise on the appropriate process.

 

Refunds

Once we receive and inspect an approved return, we will confirm whether a refund has been accepted.

Where a refund is due, it will be processed back to the original payment method. Please allow time for your bank or payment provider to process the refund.

We may reduce a refund where an item has been handled beyond what is necessary to inspect it, or where it is returned used, damaged, worn, washed, marked, or not in its original condition, except where the issue was caused by a fault or error on our part.

 

Manufacturer's Warranty

Some products may include a manufacturer's warranty. If you believe your item has developed a manufacturing fault within the warranty period, please contact us and we will assist where reasonably possible.

A manufacturer's warranty is separate from, and does not replace, your statutory rights.

 

Apex Pro Gear | info@apexprogear.com | apexprogear.com