Returns & Refunds

At Apex PrintPack, we aim to ensure that products supplied to our customers are delivered in the agreed condition and conform to the confirmed order. Because many of our products are commercial equipment, machines, accessories and consumables that may be specifically procured against a customer's requirement, returns are subject to the conditions described below.

A return may be considered where:

Customers should contact us before returning any product. Products returned without prior authorization may not be accepted.

Customers are requested to inspect shipments at the time of delivery wherever reasonably possible.

If a package appears visibly damaged, tampered with or mishandled during transportation, the customer should record the condition of the shipment and notify Apex PrintPack promptly.

Photographs, videos, delivery documents, packaging photographs or other information may be requested to help us assess the damage and, where applicable, coordinate with the transporter, supplier or manufacturer.

If you receive a product different from the product confirmed in your order, please contact us with your order or invoice details.

Once verified, we will work with you to arrange an appropriate replacement, return or other resolution.

Unless defective, incorrectly supplied, or otherwise agreed by us, returns may not normally be accepted for:

Where a product has been specially procured, we will inform the customer of any applicable return restrictions wherever practical.

Where a return is approved, the product should normally be returned in its original condition with its packaging, accessories, manuals, documentation and other items supplied with it.

We may inspect returned products before confirming whether a refund, replacement or other remedy is applicable.

Responsibility for return transportation will depend on the reason for the return.

Where the return results from an incorrect product supplied by us or another verified fulfilment issue for which we are responsible, we will determine an appropriate return arrangement.

For other approved returns, transportation or handling costs may be borne by the customer and will be communicated before the return is processed.

Where a refund is approved, the refundable amount will be determined after considering the product condition, applicable shipping or handling charges, procurement costs already incurred, and any other agreed terms of the transaction.

Approved refunds will normally be made using an appropriate payment method after the returned product has been received and inspected, where inspection is required.

The time taken for the refunded amount to appear in the customer's account may also depend on the bank or payment service used.

Depending on the circumstances, a defective, damaged or incorrectly supplied product may be eligible for replacement rather than a refund.

Where the matter falls under a manufacturer or supplier warranty, it may be handled according to the applicable warranty process.

A product developing a fault after successful delivery and use is not necessarily considered a return.

Such cases may fall under the applicable product warranty and should be handled according to our Warranty Policy and the manufacturer's or supplier's warranty conditions.

This Returns & Refunds Policy applies primarily after products have been supplied or dispatched.

Requests to cancel an order before dispatch are governed by our Cancellation Policy.

To request a return or report an issue with a delivered product, please contact Apex PrintPack using the contact information provided on our website and include your order, quotation or invoice details along with relevant photographs or other supporting information where applicable.