Refund policy

Returns and refunds

APM Plumbing and Electrical Ltd, 24 Western Avenue, London, W3 7TZ, United Kingdom. Contact info@apmi.uk or 020 8702 8080.

UK consumer orders placed online or by telephone

You may cancel an eligible order without giving a reason. Tell us within 14 days starting the day after you receive the goods. For one order delivered in separate parts, the period starts the day after the last item arrives. You can also cancel before delivery.

Email, telephone or send us a clear statement that you wish to cancel. Include your name and order number, or other information that lets us identify the purchase. You may use the optional cancellation form below; you do not have to use it. A cancellation sent within the deadline is valid and does not require our approval.

Sending goods back

Send the goods back without undue delay and within 14 days after telling us you wish to cancel. Postal returns can be sent to APM Plumbing and Electrical Ltd, 24 Western Avenue, London, W3 7TZ, United Kingdom. Contact us for return instructions, particularly for bulky goods or faulty items. Include your order reference or other proof of purchase and retain evidence of posting.

You pay the direct return delivery costs for a change of mind, as disclosed before purchase. We cover reasonable return costs where goods are faulty, incorrect or not as described. Contact us so we can arrange the appropriate return.

Inspection and condition

You can open packaging and inspect goods as you would in a shop. Original packaging is helpful but is not a blanket condition of your statutory cancellation or faulty-goods rights. We may reduce a change-of-mind refund for loss of value caused by handling beyond what is needed to establish the goods' nature, characteristics and function, where the law permits. Using, fitting or wiring an item does not automatically remove your rights for a fault.

Refunds

For an eligible cancellation, we refund the goods and the original standard delivery charge. If you chose a more expensive delivery service, we refund only the standard delivery amount. We use the original payment method unless you agree otherwise, without a refund fee.

We refund without undue delay and within 14 days after receiving your cancellation. For goods being returned, we may wait until we receive them or evidence that you have sent them back, whichever is earlier; the refund will be made within 14 days of that event. We do not charge a cancellation or restocking fee for statutory cancellations.

Exceptions to change-of-mind cancellation

Exceptions include genuinely personalised goods or goods made to your specifications; sealed goods unsuitable for return for health or hygiene reasons once unsealed; and goods that become inseparably mixed with other goods after delivery. A standard item ordered specially from a supplier is not automatically excluded. These exceptions do not remove rights where goods are faulty or not as described.

Faulty, damaged or incorrect goods

Contact us with the purchase details and the problem. UK consumers normally have a 30-day short-term right to reject faulty or misdescribed goods for a refund. Repair, replacement, price reduction or a further right to reject may apply afterwards. The 14-day change-of-mind period does not limit these rights. Statutory faulty-goods refunds are made without undue delay and within 14 days of agreeing your entitlement. These rights apply to sale goods too.

Exchanges and other purchases

For a change of mind, use the return and refund process and place a separate order if you want a different item. This does not affect any statutory right to a replacement for faulty goods. Existing 14-day returns for eligible unused, unopened goods remain available for other purchases under our voluntary policy; consumer statutory rights take priority over those conditions. Any longer return period already agreed for your purchase continues to apply.

Optional cancellation form

To: APM Plumbing and Electrical Ltd, 24 Western Avenue, London, W3 7TZ; info@apmi.uk.

I/we wish to cancel the purchase of: [goods and order reference].
Order date: [date]. Delivery date: [date].
Customer name: [name]. Customer address: [address].
Date: [date]. Signature: [only if sent on paper].