Refund policy

ApexDrive Returns & Refunds Policy

Last updated: June 2026

At ApexDrive, your satisfaction is our priority. We understand that sometimes a purchase may not be quite right, and we want to make the returns and refunds process as straightforward as possible. Please read this policy carefully before initiating a return.

1. Your Right to Cancel (Cooling-Off Period)

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have the right to cancel your order without giving any reason. You have 14 days from the day after you receive your order to notify us of your intention to cancel or return. Once you have notified us, you then have a further 14 days to return the item(s) to us.

To exercise your right to cancel, you must inform us of your decision by contacting us through our store contact page with a clear statement of your intention to cancel, including your order number and the item(s) you wish to return.

2. Return Eligibility

To be eligible for a return, the following conditions must be met:

The item must be unused and in its original condition — it must not have been fitted, installed, tested beyond initial inspection, or show any signs of use or wear.
The item must be returned in its original packaging wherever possible, including all boxes, inserts, protective wrapping, and any accessories or documentation that came with it.
You must have proof of purchase (your order confirmation email or order number).
You must contact us before sending anything back — items returned without prior authorisation may not be accepted.
You must retain proof of postage when sending items back to us, as we cannot be held responsible for items lost or damaged in transit on their way back to us.

We reserve the right to refuse a return or reduce the refund amount if the item has been handled beyond what is necessary to establish its nature, characteristics, and functioning.

3. Non-Returnable Items

Whilst we aim to be as flexible as possible, we may be unable to accept returns in the following circumstances:

Items that have been used, fitted, or installed — once a part has been fitted to a vehicle or used in any way, it cannot be returned unless it is faulty.
Items that have been damaged after delivery — including damage caused by incorrect installation, misuse, or neglect.
Items that have been incorrectly installed — if a part has been fitted incorrectly and as a result has been damaged or altered, we are unable to accept this as a return.
Items returned with missing parts, accessories, or documentation — including missing bolts, brackets, manuals, or original packaging components.
Items returned without suitable or adequate packaging — items must be packaged securely to prevent damage in transit. We reserve the right to refuse a return or reduce the refund if the item arrives back to us damaged due to inadequate packaging.
Special order or custom items — items ordered specifically for you that are not part of our standard stock range may not be eligible for return unless they are faulty or not as described.
Perishable or consumable goods — such as fluids, lubricants, or adhesives that have been opened or partially used.

Please note: None of the above affects your statutory rights under UK consumer law. If an item is faulty, damaged, or not as described, your rights remain fully protected regardless of the above conditions.

4. Faulty, Damaged, or Incorrect Items

If your item arrives faulty, damaged in transit, or not as described, we sincerely apologise and want to resolve this for you as quickly as possible.

Please contact us as soon as possible — ideally within 30 days of receiving the item — with the following information:

Your order number
A clear description of the fault or issue
Photographs or videos clearly showing the fault, damage, or discrepancy — the more detail the better, as this helps us assess the issue quickly and accurately

Under the Consumer Rights Act 2015, if a product is faulty or not as described, you are entitled to:

A full refund if you report the fault within 30 days of receiving the item (your short-term right to reject).
A repair or replacement if the fault is reported after 30 days but within 6 months — and if repair or replacement is not possible or fails, you may be entitled to a full or partial refund.
After 6 months, you may still have rights, though the burden of proof shifts to you to demonstrate the fault existed at the time of purchase.

We will review your case promptly and offer a replacement, full refund, or another suitable resolution depending on the circumstances. We may ask for the item to be returned to us for inspection before a resolution is confirmed.

5. Return Shipping

If you are returning an item because you have changed your mind: You are responsible for the cost of return shipping unless we have agreed otherwise in writing. We recommend using a tracked and insured postal or courier service, as we cannot accept responsibility for items lost or damaged on their way back to us. The cost of return shipping will not be refunded.

If the item is faulty, damaged, or incorrect: We will cover the cost of return shipping or arrange a collection, in line with your rights under the Consumer Rights Act 2015. Please do not arrange your own return courier for faulty items without first agreeing this with us, as we may not be able to reimburse unauthorised shipping costs.

Original outbound shipping costs: Please note that if you are returning an item because you changed your mind, the original delivery charge (if applicable) is non-refundable, unless the entire order is being returned and you are exercising your right to cancel under the Consumer Contracts Regulations.

6. Refunds

Once we receive your returned item, we will inspect it within a reasonable timeframe (typically 3–5 working days of receipt) and notify you of the outcome by email.

If your return is approved:

Your refund will be processed to your original payment method — this includes credit/debit card, PayPal, or any other payment method used at checkout.
Please allow up to 5–10 working days for the refund to appear in your account, depending on your bank or payment provider. Some providers may take longer, and this is outside of our control.
You will receive a confirmation email once the refund has been issued from our end.

If your return is not approved:

We will contact you to explain the reason and, where possible, offer an alternative resolution.
If the item is not eligible for a return (e.g. it has been used or damaged after delivery), we will offer to return the item to you at your cost.

Partial refunds: In some cases, a partial refund may be issued — for example, if an item is returned in a condition that suggests it has been used or if parts of the order are missing. We will always communicate this clearly before processing.

7. Exchanges

If you would like to exchange an item for a different size, specification, or product, please contact us before returning anything. We will do our best to accommodate exchanges, subject to stock availability. Please note that exchanges are treated as a new order, and any price differences will need to be settled accordingly.

8. How to Start a Return

To begin the returns process, please follow these steps:

Contact us first via our store contact page — do not send items back without getting in touch with us first, as unauthorised returns may cause delays or be refused.
Include your order number, the item(s) you wish to return, and your reason for return.
If the item is faulty or damaged, include clear photos or videos of the issue.
We will review your request and respond with return instructions, including the return address and any relevant reference number.
Package the item securely and obtain proof of postage.
Once we receive and inspect the item, we will process your refund or exchange and notify you by email.

9. Contact Us

If you have any questions about our returns and refunds policy, or if you need assistance with a return, please don't hesitate to get in touch via our store contact page. We aim to respond to all enquiries within 1–2 working days.

This policy is intended for customers based in the United Kingdom and is written in accordance with UK consumer law, including the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. This policy does not affect your statutory rights.