Refund policy
Returns & Refund Policy
At ApaCare UK, we want you to be happy with your purchase. This policy explains your rights when returning an order purchased through our website.
Change of Mind Returns
If you purchase from us online, you normally have the right to cancel your order within 14 days of receiving your goods, without needing to provide a reason.
Once you have notified us that you wish to cancel, you then have a further 14 days to return the goods to us.
To be eligible for a change-of-mind return, products should be unused and returned in their original condition and packaging.
Health & Hygiene Products
Due to the nature of some of our oral-care and healthcare products, certain items may not be eligible for return once they have been opened or unsealed.
Where goods are supplied sealed for health protection or hygiene reasons, the right to cancel may no longer apply once the seal has been broken after delivery.
This does not affect your rights if the product is faulty, damaged, incorrect or not as described.
Faulty, Damaged or Incorrect Items
If your product arrives faulty, damaged, incorrect or not as described, please contact us as soon as possible.
Under UK consumer law, customers generally have a 30-day short-term right to reject faulty goods and request a full refund.
Where appropriate, we may also offer a replacement.
Please provide your order number and, where applicable, photographs showing the issue so that our team can assist you quickly.
Refunds
Once we have received your returned goods, or acceptable evidence that they have been returned, eligible refunds will be processed within the required timeframe.
For eligible cancelled online orders, refunds will normally be processed within 14 days of receiving the returned goods or evidence that they have been sent back.
Refunds will be issued to the original payment method.
Depending on your bank or payment provider, it may take additional time for the funds to appear in your account.
Delivery Charges
Where you exercise your legal right to cancel an eligible online order, we will refund the cost of our standard delivery service.
If you selected express or enhanced delivery, we will normally refund the equivalent cost of standard delivery only.
Unless the product is faulty, damaged, incorrect or otherwise covered by your statutory rights, customers may be responsible for the cost of returning the goods.
How to Request a Return
To request a return or refund, please contact our customer service team before returning your order.
Email: sales@apacareuk.co.uk
Telephone: 0131 677 4991
Please include your:
- Name
- Order number
- Reason for return
- Details of any fault or damage, where applicable
Our team will provide you with the appropriate return instructions.
Statutory Rights
Nothing in this Returns & Refund Policy affects your statutory rights under UK consumer law.
ApaCare UK reserves the right to update this policy from time to time.