Warranty & Returns
Business and Consumer Purchases
Apaxon® supplies both private consumers ("B2C") and business customers ("B2B"). Where goods are purchased for business use, resale, commercial deployment, or on behalf of a company or third party, the transaction is classified as Business-to-Business (B2B). B2B transactions are not subject to the Consumer Contracts Regulations 2013 and do not carry an automatic right to cancel. An order will ordinarily be treated as B2B where any of the following apply: it is placed using a business or organisational email address; a company name, VAT number or purchase order reference is supplied; the delivery address is a business address; or the goods are of a type and quantity consistent with business use. Where a Buyer considers that an order has been classified incorrectly, this must be raised in writing before the goods are dispatched. Nothing in these terms limits statutory rights afforded to consumers under the Consumer Rights Act 2015 or other applicable UK consumer legislation.
Consumer Cancellation Rights (B2C Only)
Consumers have the right to cancel their order within fourteen (14) days of receiving the goods under the Consumer Contracts Regulations 2013.
Cancellation must be clearly communicated in writing within this period.
Consumers then have fourteen (14) further days to return the goods.
Returned items must:
- Be unused beyond inspection necessary to establish nature and functionality
- Be complete and in original packaging
- Be in resaleable condition
Customers are responsible for return shipping costs unless the goods are faulty or incorrect.
Apaxon® does not provide prepaid return labels for change-of-mind cancellations.
Refunds will be processed within fourteen (14) days of receipt and inspection of the returned goods and will be made to the original payment method.
Apaxon® reserves the right to make deductions for diminished value where handling exceeds what is reasonably necessary.
Business Returns (B2B)
Business customers do not have an automatic right to cancel or return non-faulty goods. Acceptance of any such return is at Apaxon®'s sole discretion.
Requests to return non-faulty goods must be made in writing within fourteen (14) days of delivery. Requests made after this period will not ordinarily be considered.
Any return request is subject to:
- Prior written approval from Apaxon®
- Authorisation from the relevant supply chain partner or fulfilment source
- A restocking fee of up to 25%, confirmed in writing at the time a return is authorised
- Inspection approval by the manufacturer or fulfilment source
Outbound carriage charges are non-refundable for B2B orders.
Where return authorisation is declined by the relevant fulfilment source, Apaxon® reserves the right to refuse the return. Apaxon® is not obliged to accept a return that it cannot return to its own fulfilment source.
Estimated delivery and service dates are non-binding, as set out in our Order Fulfilment and Supply Chain Terms. Delivery outside an estimated date does not create a right to cancel or return non-faulty goods.
Where Apaxon® accepts a return on one occasion, this does not create a right, precedent or course of dealing in respect of any future order.
Return shipping costs are the responsibility of the business customer unless agreed otherwise in writing.
Inspection and Notification of Issues
Customers must inspect goods immediately upon delivery. Transit damage and shortages must be reported within forty-eight (48) hours of delivery, as carrier claims are time-limited. Where damage is visible at the point of delivery, it should also be noted on the carrier's proof of delivery. Other visible defects must be reported within seven (7) days of delivery. Hidden defects must be reported within seven (7) days of discovery. Where these terms and our Order Fulfilment and Supply Chain Terms specify different notification periods for the same matter, the longer period applies. All notifications must include sufficient detail and supporting photographs where applicable. Failure to notify within these timeframes may affect eligibility for return, credit, or claim.
Defective and Faulty Goods
Apaxon® is a reseller and not the manufacturer of the products supplied. Where a manufacturer warranty applies, claims will be handled in accordance with the manufacturer's warranty terms. Apaxon® may coordinate with manufacturers or authorised fulfilment partners to assess and process claims. Returned goods reported as faulty may be tested. If no fault is found, Apaxon® reserves the right to apply a reasonable inspection or handling charge. Nothing in this section limits a consumer's statutory rights under the Consumer Rights Act 2015.
Non-Returnable Items
The following items are non-returnable unless faulty:
- Software licences, activation keys, and digital downloads
- Special-order or non-standard procurement items
- Opened consumables
- Items returned in damaged, incomplete, or non-resaleable condition
- Products sealed for hygiene reasons once unsealed
An item is treated as special-order or non-standard procurement where it is not held in Apaxon® stock and is obtained specifically to fulfil the Buyer's order; where it is configured, assembled, cut to length or otherwise made to order; where it is ordered in a quantity beyond normal stocking levels; or where the manufacturer or fulfilment source designates it as special class, non-cancellable or non-returnable.
Return eligibility may be restricted by manufacturer or fulfilment-source classifications, which will be applied accordingly. These classifications are set by the manufacturer or fulfilment source rather than by Apaxon®, and may not be apparent from the product listing. Where a Buyer intends to rely on being able to return an item, the position must be confirmed by Apaxon® in writing before the order is placed.
Warranty Period
Unless otherwise specified, products are covered by the manufacturer's warranty. Warranty periods vary by manufacturer and product type. Apaxon®'s liability is limited, at its discretion, to repair, replacement, or refund of the affected goods. To the maximum extent permitted by law, Apaxon® shall not be liable for indirect or consequential losses, loss of profit, or business interruption.
Refund Processing
Refunds are issued to the original payment method only. Refunds will not be processed until returned goods are received, inspected, and approved. Where third-party authorisation or credit confirmation is required, refunds will be processed once such confirmation has been received. Processing time after approval is typically five (5) to ten (10) working days.
Payment Disputes and Chargebacks
Where a Buyer considers that an order has not been supplied correctly, this must first be raised with Apaxon® so that it can be investigated under these terms. Business customers agree to exhaust the return and warranty process set out above before initiating a chargeback, payment reversal or dispute with a card issuer or payment provider. Where a chargeback or payment dispute is raised in respect of goods that were supplied in accordance with the order and delivered, and the matter was not first raised with Apaxon®, Apaxon® reserves the right to recover the disputed amount together with any fees, charges and reasonable administrative costs incurred, and to suspend any credit account or open orders until the matter is resolved. Nothing in this section affects a consumer's statutory rights, or any rights a Buyer holds under the terms of its own card issuer or payment provider.
Need Assistance?
📧 Email: sales@apaxon.co.uk 📞 Phone: 0161 464 9941 Our team will guide you through any return or warranty enquiry.