Cancellation Policy

Apex PrintPack understands that customers may occasionally need to change or cancel an order. Whether an order can be cancelled depends on its current processing stage, the type of product ordered, and whether procurement or other costs have already been incurred.

An enquiry, request for quotation or quotation that has not yet been accepted does not normally constitute a confirmed order.

Customers may decide not to proceed with such an enquiry or quotation without cancellation charges unless otherwise agreed.

Once an order has been confirmed, customers should contact Apex PrintPack as soon as possible if they wish to cancel it.

We will review the status of the order before confirming whether cancellation is possible.

Where an order has been confirmed but procurement, customisation, processing or dispatch has not yet begun, cancellation may generally be possible.

Any refund of payments already received will be subject to the applicable transaction costs or other charges, if any, communicated to the customer.

Certain equipment and products may be purchased from a manufacturer, distributor, dealer or supplier specifically against a customer's confirmed order.

Once we have placed a purchase order, made a payment, committed funds, or otherwise begun procurement for such a product, unconditional cancellation may no longer be possible.

Where our supplier permits cancellation, any supplier cancellation fee, restocking charge, transportation cost or other non-recoverable expense may be deducted from the amount refundable to the customer.

Products that have been specially manufactured, configured, modified, branded, printed, assembled or otherwise prepared according to a customer's specific requirements may not be cancellable once work has commenced.

Any applicable cancellation conditions for such orders may also be stated in the quotation or order confirmation.

Once an order has been dispatched, it normally cannot be treated as a standard cancellation.

If the customer no longer wishes to retain the product after dispatch or delivery, any request will be considered under our Returns & Refunds Policy and may be subject to return eligibility, transportation costs and other applicable conditions.

Where an order contains multiple products, we may consider a request to cancel only part of the order.

Whether partial cancellation is possible will depend on the procurement and processing status of the individual items.

In exceptional circumstances, Apex PrintPack may need to cancel an order due to reasons such as:

Where we cancel an order and cannot provide an agreed alternative, amounts received for the cancelled portion of the order will be handled appropriately.

If a confirmed product becomes unavailable, we may offer an alternative model or product where appropriate.

The customer is not required to accept a materially different substitute. Any change to the confirmed product will be discussed with the customer before proceeding.

Where a cancellation is approved and a refund is due, the refundable amount will be determined after accounting for any applicable procurement costs, supplier charges, payment transaction costs, transportation expenses or other non-recoverable costs already incurred in relation to the order.

Approved refunds will be processed according to our Payment Policy and applicable banking or payment-processing timelines.

Customers should contact Apex PrintPack as soon as possible and provide the relevant:

Submitting a cancellation request does not itself confirm that an order has been cancelled. We will first verify the order's processing and procurement status and communicate the outcome.

For cancellation requests or questions regarding an existing order, please contact Apex PrintPack using the contact information provided on our website.