Shipping & Returns

Apex4WD Ltd. Delivery and Returns Policy

Effective Date: 1st October 2024

At Apex4WD Ltd., we strive to deliver your order as quickly and safely as possible. By placing an order with us, you agree to the following terms regarding delivery and returns. Please read carefully.

1. Delivery Terms

1.1 Delivery Timescales

We aim to dispatch orders within 1-3 working days from the date of purchase (excluding weekends and public holidays). However, this is an estimate and not a guarantee. In exceptional cases, dispatch may be delayed, and we are not liable for delays caused by factors outside of our control.
Delivery times will vary based on the method of delivery selected at checkout and the destination address.

Standard Delivery: 3-5 working days. (UK Mainland Only)
Express Delivery: 1-3 working days. (UK Mainland Only)
International Delivery: 10-50 working days. Depending on the destination. Please note that international delivery times are estimates and may vary based on local postal services and customs processing.

While we strive to meet the above delivery times, we do not accept liability for delays caused by factors such as third-party courier issues, extreme weather, or customs clearance.

1.2 Delivery Charges

Delivery charges are calculated based on the weight, size, and destination of the order.
Delivery costs will be displayed during the checkout process before payment is made.
Any additional costs, such as for remote delivery areas, may be added to the final total at checkout. Although we will try to calculate and communicate these at the checkout, this doesn’t always happen and we will let you know if there are any additional costs before dispatch.
We reserve the right to cancel any order if a suitable delivery service is not available for our selection, or if we deem to see any fees too high to cover or communicate.

1.3 Delivery Process

Orders will be delivered to the address provided by the customer at the time of order placement. It is the customer’s responsibility to ensure the address details are correct and complete.
Delivery confirmation and tracking details (where applicable) will be provided via email once the order is dispatched.
Delivery is considered complete once the parcel has been signed for, or left in a safe location at the delivery address (where the courier offers this service).
The customer must inspect the goods immediately upon receipt. Any visible damage or discrepancies must be reported to us within 24 hours of receipt.

1.4 Failed Deliveries

If the delivery is unsuccessful (e.g., due to incorrect address or the customer being unavailable to sign for the goods), the customer will be liable for any additional re-delivery charges incurred.
We reserve the right to cancel the order if the delivery fails after multiple attempts or the customer does not arrange collection within a reasonable time frame. We reserve the right to cancel the order and issue a partial refund at our discretion, minus any delivery, courier, customs or other related charges.

1.5 International Orders

All international customers are responsible for any additional customs duties, taxes, or import fees applicable in their country.
Apex4WD Ltd. is not responsible for delays caused by customs processing or any other regulatory issues outside our control.

2. Returns Policy

2.1 Eligibility for Returns

We offer a 14-day returns policy on all eligible items, provided that:

The item is unused, unopened, and in its original condition.
The item is returned with all original packaging, tags, and documentation.
The item is not a custom order or made-to-order product.
The item must not be a clearance, sale or promotional item.

All returns must be accompanied by proof of purchase (e.g., order confirmation, invoice). Without this, no return will be accepted.

2.2 Return Postage Responsibility:

The buyer is solely responsible for all return postage and delivery costs. This includes all fees incurred for returning the product to Apex4WD Ltd.
Apex4WD Ltd. strongly recommends using a trackable delivery service when returning items. We are not liable for any items lost, delayed, or damaged during the return shipping process.
If the returned item is found to be damaged or used in any way upon inspection, the return will be rejected, and no refund will be issued.
Returns that do not comply with the above requirements will not be accepted, and the item will be returned to the customer at their cost.
Apex4WD Ltd. reserves the right to refuse a return or refund if these conditions are not met.

2.3 Non-Returnable Items

The following items are non-returnable:

Items that have been used, installed, or modified.
Special or custom orders (e.g., custom vehicle parts or products tailored to specific customer specifications).
Clearance, sale, B-Stock, or promotional items.

2.4 Return Procedure

To initiate a return, please contact our customer service team at sales@apex4wd.co.uk within 14 days of receipt of your order.
You may receive a return authorisation number (RAN) and instructions on how to return the item.
The customer is responsible for the return shipping costs unless the item is faulty or was incorrectly supplied.
We recommend using a trackable delivery service when returning items. Apex4WD Ltd. is not responsible for any items lost or damaged during the return shipping process.

2.5 Refund Process

Once the returned item is received and inspected, we will notify the customer of the approval or rejection of the refund.
If approved, the refund will be processed to the original payment method within 14 days.
If the return is deemed not eligible (e.g., the item is not in original condition or outside of the 14-day return window), the customer will be notified, and no refund will be issued.

2.6 Faulty or Incorrect Items

If you receive a faulty or incorrect item, please notify us immediately (within 24 hours of receipt).
We will cover the return shipping costs and arrange for a full refund or exchange.
Faulty items will be assessed, and we may request images or further details to assist in the assessment.

3. Cancellations

3.1 Cancellation Before Dispatch
Orders may be cancelled without penalty provided that they have not been dispatched. If you wish to cancel an order before dispatch, you must contact Apex4WD Ltd. immediately at sales@apex4wd.co.uk.

Once an order has been processed and dispatched, it cannot be cancelled.
Apex4WD Ltd. will make every effort to accommodate cancellation requests but is not obligated to do so once the order has entered the shipping process.

3.2 Cancellation After Dispatch
Once an order has been dispatched, cancellation is no longer possible. However, the customer may still return the product following the Returns Policy outlined in Section 2.

To initiate a return, please refer to the Return Process for instructions on how to return the item(s) and claim a refund or exchange.
Return postage is the responsibility of the customer unless the item is faulty or incorrectly supplied.

3.3 Orders with Custom or Made-to-Order Products
Orders containing custom-made, bespoke, or made-to-order products cannot be cancelled under any circumstances, unless the item is faulty or damaged upon receipt. This applies to any product tailored to the specific requirements of the customer.

3.4 Order Modifications
Once an order has been placed and payment processed, changes to the order (including product, quantity, or delivery address) cannot be made unless the request is received before dispatch. Any modification requests made after dispatch will be treated as a return and handled in accordance with the returns policy.

4. Consumer Rights

As a consumer, you are entitled to a 14-day cooling-off period under the Consumer Contracts Regulations. However, this does not apply to custom-made or perishable items, or goods that are sealed for health or hygiene reasons and are unsealed after delivery.
This cooling-off period begins from the day after you receive the goods.

4.1 Exclusions from the Cooling-Off Period
The cooling-off period does not apply to:

Custom-made, bespoke, or made-to-order products: Items tailored specifically to your requirements or specifications.
Perishable goods: Products with a limited shelf life, such as food or other items that deteriorate or expire rapidly.
Sealed goods that are not suitable for return due to health or hygiene reasons and have been unsealed after delivery, including but not limited to:

Personal care products (e.g., hygiene products, clothing, or footwear that come into direct contact with the skin).
Sealed electrical items or other goods where the seal has been broken.
Consumable items that have been opened, used or tested.

These items are non-returnable unless faulty or damaged upon arrival.

4.2 Return Postage for Cooling-Off Period
Unless the item is faulty or not as described, the cost of returning the item during the cooling-off period is the responsibility of the customer.

We recommend using a trackable service when returning items, as we cannot be held liable for items lost or damaged in transit.

5. Damaged or Lost Goods

At Apex4WD Ltd., we take the utmost care to ensure your items arrive in perfect condition. However, if your goods arrive damaged, we require you to follow the steps outlined below to ensure a successful claims process in line with courier policies. If you do not follow these policies, we will be unable to offer a return or refund for damaged, lost or stolen goods

5.1. Reporting Damage

If your item is damaged upon delivery, you must notify the delivery driver immediately and make them aware of the damage at the point of delivery. The driver will be required to acknowledge the damage for the claim process to be valid.
You must take clear photographs of the damaged item(s), including:

The damaged item itself.
The outer packaging, showing any signs of damage or tampering.
The tracking/ postage label on the package, clearly showing the tracking number and your delivery name and address.
Internal packaging showing how the item was packaged including the use of any protective packing materials or packaging.
Any relevant part of the product that shows how the damage occurred.

Failure to provide photographic evidence of the damage may result in the refusal of the return or refund.

5.2. Reporting to Apex4WD Ltd.

Any damage must be reported to Apex4WD Ltd within 24 hours of receipt of the delivery. Failure to report within this timeframe will result in the claim being invalidated.
When reporting the damage to us, you must include:

Your order number.
Detailed description of the damage.
Photographs as above.

This will help us assess the situation and process the claim with the courier.

5.3. Courier Claims Process

After we receive your claim, we will initiate the relevant claims process with the courier. Each courier has specific claims procedures that we must adhere to, and these may require us to submit your photos, damaged item details, and delivery confirmation.
The courier will investigate the claim, and this process can take several days or weeks, depending on the nature of the damage. We will keep you updated on the progress of the claim. If the courier accepts liability for the damage, we will proceed with either a replacement or a full refund, as per your preference.

5.4. Return of Damaged Goods

If requested by Apex4WD Ltd., the damaged item must be returned to us for inspection. You may be asked to use a return shipping service approved by us, and we will cover the return shipping cost in the event of damage caused during delivery.
If the damaged goods are not returned to us as requested, the return or refund may be refused.

5.5. Rejected Claims

If the courier rejects the damage claim due to failure to report the damage in time, lack of photographic evidence, or failure to notify the driver at the time of delivery, Apex4WD Ltd. will not be liable for the damage, and no refund or replacement will be issued.
In the event of damaged or lost goods, we request that you notify us immediately. All claims for damaged goods must be reported to us within 24 hours of delivery.
We will work with the customer to resolve the issue, either by arranging for a replacement or issuing a refund.

6. Liability

6.1 Limitation of Liability

Apex4WD Ltd. shall not be liable for any indirect, special, incidental, or consequential losses, damages, or expenses arising directly or indirectly from the use, misuse, or inability to use our products, including but not limited to:

Loss of profits, revenue, or business.
Loss of use of products or equipment.
Loss of data or information.
Any costs incurred in rectifying defects or faults.
Personal injury, death, or damage to property caused by the use of our products, unless caused by our negligence.

This applies regardless of whether the loss or damage arises due to our breach of contract, negligence, strict liability, or otherwise, and even if we were advised of the possibility of such damages.

6.2 Product Use Disclaimer
By purchasing or using products sold by Apex4WD Ltd., the buyer acknowledges and accepts full responsibility for ensuring that the products are used appropriately and in compliance with all safety guidelines, instructions, and regulations. The buyer also acknowledges that they are fully responsible for ensuring that the products are suitable for their intended use. Apex4WD Ltd. will not be held liable for any damages resulting from improper use or failure to adhere to product guidelines.

6.3 Limitation of Direct Liability
In the event that Apex4WD Ltd. is found to be liable for any direct loss or damage arising from the purchase or use of our products, our total liability shall not exceed the total purchase price of the goods. Under no circumstances shall we be liable for any amount exceeding the value of the goods purchased by the customer.

6.4 Exclusions of Liability
Apex4WD Ltd. will not be liable for any damages or losses arising from:

Delay in delivery or failure to deliver goods, caused by events outside our control, including but not limited to natural disasters, industrial action, or interruptions in shipping services.
Any goods that have been tampered with, modified, or altered after purchase.
Any third-party components or accessories used with our products that were not purchased directly from us.
Any claims arising from failure to follow maintenance, installation, or usage instructions provided with the product.

6.5 No Liability for Third-Party Services

Apex4WD Ltd. does not accept any responsibility or liability for the performance of third-party services, including but not limited to delivery, installation, or repair services. The customer agrees to seek any claims related to third-party services directly with the third-party provider.

6.6 Product Warranty Disclaimer
Any warranties provided by Apex4WD Ltd. are limited to the warranties expressly provided in the product description and do not extend beyond the legal requirements of the Sale of Goods Act or the Consumer Rights Act. Apex4WD Ltd. will not be held liable for any product defects or failures unless such defects are reported within the statutory warranty period and the products are used as intended.

7. Changes to This Policy

7.1 Right to Amend
Apex4WD Ltd. reserves the right to update, modify, or amend this Delivery and Returns Policy at any time, without prior notice. These changes may be made in response to regulatory updates, operational changes, or improvements to our services.

7.2 Effective Date of Changes
Any changes to this policy will take effect immediately upon being posted on this page. The revised policy will be applicable to all orders placed after the update.

7.3 Responsibility to Review
It is the customer’s responsibility to review this policy periodically to ensure they are aware of any updates. Apex4WD Ltd. will not be held liable for any failure on the part of the customer to review this policy.

7.4 Previous Versions
Previous versions of this policy will not be applicable to new orders placed after the changes have been implemented.

8. Gift Cards and Vouchers

8.1 Non-Refundable Nature
Gift cards and vouchers purchased from Apex4WD Ltd. are non-refundable and cannot be exchanged for cash, except as required by law.
8.2 Refunds for Gift Card Purchases
If an item purchased with a gift card or voucher is returned and a refund is approved, the refund will be issued as a replacement gift card, voucher or credit note. Replacement vouchers (in whatever form; ie, credit note, voucher etc) may reflect the same expiry date as the original gift card or voucher.
8.3 Combination Payments
If a purchase was made using a combination of gift cards/vouchers and another payment method, refunds will first be applied to the gift card/voucher portion of the transaction.

9. Partial Returns

9.1 Refund Calculation
If a customer returns part of an order, the refund will be calculated based on the value of the returned item(s), excluding any delivery charges unless the entire order is returned.
9.2 Impact on Free Shipping
If the original order qualified for free shipping due to a minimum order value, and a partial return reduces the total order value below the threshold, the actual delivery cost will be deducted from the refund.
9.3 Multiple Item Bundles
Items purchased as part of a bundle or promotion must be returned as a complete set to qualify for a full refund. Partial returns of bundle items may not be eligible for a refund or may result in prorated deductions.

10. Unauthorised Returns

10.1 Definition
Unauthorised returns are defined as items sent back without prior approval, outside the returns window, or without proof of purchase.
10.2 Handling of Unauthorised Returns
Items returned without authorisation will not be processed. Customers will have the option to reclaim their item at their own expense within 14 days of notification. If unclaimed, the item will be disposed of or donated.
10.3 Return Authorisation Requirement
Customers must obtain a Return Merchandise Authorisation (RMA) number before sending any items back to Apex4WD Ltd. Returns without an RMA will be refused.

11. Bulk and Wholesale Orders

11.1 Stricter Return Conditions
Bulk and wholesale orders are subject to stricter return conditions, including:

A maximum return window of 7 days from receipt.
Items must be returned in their entirety; partial returns are not accepted for bulk orders.

11.2 Restocking Fees
Bulk and wholesale returns may incur a restocking fee of up to 20% of the order value, at the discretion of Apex4WD Ltd.
11.3 Non-Returnable Items
Custom bulk orders or wholesale items sold at special rates are non-returnable.

12. Suitability of Products

12.1 Intended Use
Apex4WD Ltd. sells 4x4 parts and outdoor accessories designed to enhance the functionality, comfort, and experience of vehicles and outdoor adventures. While we strive to provide high-quality products, it is the responsibility of the customer to ensure that the product purchased is suitable for their specific needs and intended use.
12.2 No Representation as Critical Survival Gear
The products sold by Apex4WD Ltd. are not intended to be relied upon as critical survival equipment or for life-or-death situations. Customers should exercise discretion and judgment when selecting products for such scenarios.
12.3 Compatibility and Suitability
Apex4WD Ltd. does not guarantee the compatibility or suitability of any product for applications or purposes other than those specifically outlined in the product description. Products may not always align with those of other manufacturers or items promoted in marketing materials, advertisements, or third-party platforms.
12.4 Customer Responsibility
It is the customer's responsibility to assess the suitability of any product for their specific requirements, including its compatibility with their vehicle, equipment, or intended purpose. Apex4WD Ltd. is not liable for any damages, losses, or injuries resulting from improper use, installation, or reliance on products for unintended purposes.
12.5 Product Limitations
Customers should carefully read product specifications and instructions before purchase and use. Apex4WD Ltd. cannot be held responsible for outcomes arising from the misuse or misinterpretation of product features or intended capabilities.

13. Pre-Order Items

13.1 Separate Terms and Policies
Pre-order items are subject to specific terms, including extended delivery timelines, which will be communicated at the time of purchase.
13.2 Dispatch Times
Pre-order items will not be dispatched within regular delivery timeframes. Estimated delivery dates are provided as a guideline and may vary.
13.3 Cancellation
Pre-order cancellations are only allowed prior to dispatch. Once the item has been shipped, cancellations are no longer possible.
13.4 Delays and Updates
Customers will be informed of any significant delays in pre-order fulfilment. Refunds or cancellations will be processed in the event of excessive delays at the discretion of Apex4WD Ltd.

14. Third-Party Purchases

14.1 Platform-Specific Returns
Items purchased through third-party platforms such as eBay or Amazon must follow the returns policies of those platforms.
14.2 Limited Assistance
Apex4WD Ltd. will provide support for issues relating to product defects but is not responsible for refund or return processing through third-party platforms.

15. Multi-Box Shipments

15.1 Delivery Variability
Orders shipped in multiple boxes may arrive on different dates. Customers should track each shipment using the provided tracking numbers.
15.2 Returns of Multi-Box Shipments
Returns for multi-box shipments must include all related items. Partial returns may result in deductions from the refund.

16. Security Checks

16.1 Verification Process
Apex4WD Ltd. reserves the right to perform security checks on orders, including address verification and payment confirmation, which may delay dispatch.
16.2 Customer Notification
Customers may be notified if their order is subject to additional checks. Apex4WD Ltd. is not liable for delays caused by these checks.

17. Customer Accountability

17.1 Accurate Information
Customers are responsible for providing accurate delivery information, including name, address, and contact details. Incorrect information may result in failed deliveries or additional charges.
17.2 Inspection of Goods
Upon receipt, customers must inspect the goods for damage or defects and report any issues within 24 hours. Failure to report issues promptly may void eligibility for returns or refunds.
17.3 Compliance with Instructions
Customers must follow all provided instructions for product use, care, and return procedures. Apex4WD Ltd. is not liable for damage or losses resulting from customer non-compliance.