Terms & Conditions

Effective Date: August 2025

1. Diagnostic Callout & Booking

By booking a diagnostic callout through Apex Appliances South West Ltd, you agree to pay the upfront callout fee. This fee covers an engineer attending your property and diagnosing the issue with your appliance. If you proceed with a repair, the callout fee will be deducted from the final repair cost.

Appointments may be rescheduled free of charge with at least 24 hours' notice. Cancellations made within 72 hours of the appointment are eligible for a full refund. Cancellations with less than 24 hours' notice are non-refundable.

2. Repairs & Warranty

All repairs carried out directly by Apex Appliances South West Ltd include a 90-day parts and labour warranty from the date of completion.

• If the same fault reoccurs within the warranty period and new parts are required, we will supply the labour free of charge. You will only be charged for the new part(s), unless the previously fitted part has failed — in which case, both parts and labour will be covered free of charge.
• If a different or unrelated fault occurs within the 90-day period, this will be treated as a new repair and charged at standard rates.
• If a part we supplied fails within the 90-day warranty period, it will be replaced free of charge, and no labour charge will apply.

Repairs performed by our vetted subcontracted repair agents may carry different warranty periods. Please contact us directly to confirm the warranty coverage on your specific repair.

3. Quotes & Payments

All repair work must be paid for upfront before parts are ordered or work begins. You will receive a detailed quote, and the original diagnostic fee will be deducted from the total cost.

4. Missed Appointments & Access

It is the customer's responsibility to ensure someone is present at the property at the agreed appointment time. If our engineer cannot gain access, or the customer is unavailable, this may result in a missed appointment fee and cancellation of the repair.

5. Liability

We are not liable for any damage resulting from pre-existing conditions, misuse, neglect, or non-repairable faults. Repairs are carried out based on reported symptoms and visual inspection. Hidden or unrelated faults may require a separate appointment and fee.

6. Data & Privacy

We collect basic contact information and booking details to fulfil your service request. Data is handled in accordance with our Privacy Policy.

7. Appointment Availability

While we do our best to honour your preferred appointment date and time selected during the booking process, we cannot guarantee availability in all areas at all times.

If we are unable to fulfil your requested time slot, a member of our team will contact you within 1–2 business hours to offer the next earliest available date. You will not be charged extra to reschedule, and your booking will remain valid until confirmed.

8. Spare Parts – Orders, Returns & Exchanges

All spare parts sold by Apex Appliances South West Ltd are subject to the following terms:

• Delivery: All spare parts incur a standard delivery charge of £7, shipped via DPD tracked delivery. Tracking details will be emailed to the address used during checkout within 24 hours of order processing.
• Unwanted or Mistaken Orders: If you ordered a part by mistake or no longer require it, returns are accepted within 14 days of delivery. A 50% restocking fee will be deducted from your refund to cover supplier charges and logistics. Items must be unopened, unused, and in original packaging.
• Incorrect Part for Your Appliance: If the part received does not fit your model, please email spares@apexappliancessouthwestltd.com within 14 days. If a correct replacement part can be identified, we will offer an exchange or replacement. Standard restocking fees may still apply unless the incorrect part was supplied due to our error.
• Faulty or Damaged Parts: If your part arrives damaged or faulty, please notify us within 48 hours of delivery. We will offer a free-of-charge replacement of the same part, subject to return and inspection of the faulty item.
• Incorrect Parts Supplied by Us: If we sent the wrong part due to an internal error, we will replace the item free of charge and cover any return postage costs. Please notify us within 7 days of receiving the incorrect item.

Important: Spare parts are often supplied directly from manufacturers or authorised distributors. Once opened or used, parts cannot be refunded unless proven faulty. Please ensure you double-check the part number and appliance model before ordering. For support, contact spares@apexappliancessouthwestltd.com.

9. Appliance Sales & Installations

These terms apply to the sale and installation of new domestic appliances supplied by Apex Appliances South West Ltd.

• Damage on delivery or installation: Any visible or concealed damage must be reported within 24 hours of delivery or installation by emailing enquiries@apexappliancessouthwestltd.com. Your email must include your full name, address, a clear photo of the appliance’s rating label, and photographs of the damage. Failure to report within this timeframe may delay or affect our ability to resolve the issue.
• Inspection and acceptance: Please inspect your appliance as soon as it is delivered or installed. Using or installing a damaged appliance may void the right to a replacement or refund.
• Ownership and risk: Ownership passes to the customer once full payment has been received. Risk of loss or damage passes upon delivery to the address provided.
• Returns: Unused and unopened appliances may be returned within 14 days of delivery, subject to inspection and a collection/restocking fee. Installed or used appliances cannot be returned unless faulty.

10. Special-Order Parts & Non-Refundable Repairs

When a repair is authorised and special-order parts have been requested and paid for, the order cannot be cancelled, and no refund will be issued for those parts or the associated repair. This policy will always be explained clearly at the point of sale before payment is taken.

Special-order parts are purchased specifically for your appliance and cannot be returned to the manufacturer or supplier once ordered.

11. Missed Appointments & Non-Contact Policy

When a booking is made through our website or by phone, it is the customer’s responsibility to ensure we can make contact and gain access at the agreed time.

• If our engineer attends and makes two consecutive failed attempts to reach you (via phone, email, or other provided contact methods) with no response, the repair will be considered terminated.
• In these circumstances, the pre-paid call-out fee is non-refundable, and a new booking will be required for further attendance.
• Under certain circumstances (e.g. emergencies or unavoidable situations), we may waive this policy at our discretion.
• All issues or disputes must be raised in writing via email to enquiries@apexappliancessouthwestltd.com quoting your booking reference, full name and address.

12. Governing Law

These terms are governed by and interpreted in accordance with the laws of England and Wales.

13. Force Majeure

We are not responsible for any failure to perform or delays caused by events outside our reasonable control, including but not limited to acts of God, natural disasters, pandemics, strikes, or supply chain disruptions. In such cases, we will make every effort to reschedule services as soon as possible.

14. Right to Refuse Service

Apex Appliances South West Ltd reserves the right to cancel or refuse any booking at our sole discretion. Situations that may warrant refusal include, but are not limited to:

• Unsafe or hazardous working environments
• Threatening, abusive, or inappropriate behaviour toward our staff
• Fraudulent activity or suspected misuse of our booking system

If a cancellation occurs due to abusive conduct or unsafe conditions, we reserve the right to retain the diagnostic callout fee. All such cases will be assessed individually and reviewed in good faith.

If no work has commenced and the cancellation is unrelated to misconduct or safety concerns, a full refund will be provided.

For further clarification or questions, please contact info@apexappliancessouthwestltd.com.