Apex Plumbing Merchants Ltd
Last Updated: June 2026

Overview

At Apex Plumbing Merchants, we want you to be completely satisfied with your purchase. This policy covers all orders placed online at apexplumbingmerchants.co.uk and in-store at our trade counter at 955 Romford Road, London E12 5JR.

Returns Window

We accept returns within 30 days of delivery or collection. After 30 days, we are unable to offer a refund or exchange unless the item is faulty.

Eligibility for Returns

To be eligible for a return, your item must be:

  • Unused and in its original condition
  • In original, undamaged packaging
  • Accompanied by proof of purchase (order confirmation, receipt, or invoice)

Non-Returnable Items

For hygiene, safety, and trade reasons, the following cannot be returned:

  • Boiler parts and gas components that have been fitted or installed
  • Cut-to-length pipe, cable, or materials
  • Special order items ordered specifically for you
  • Clearance or end-of-line products (marked at time of sale)
  • Items damaged due to incorrect installation

Faulty or Damaged Items

If your item arrives damaged or develops a fault within 30 days, we will offer:

  • A full replacement, or
  • A full refund to your original payment method

Please contact us within 48 hours of receiving a damaged delivery. Send photos of the damage to info@apexplumbingmerchants.co.uk with your order number.

For manufacturer warranty claims beyond 30 days, we will assist you in contacting the relevant brand (Baxi, Vaillant, etc.) directly.

How to Return

  1. Email us at info@apexplumbingmerchants.co.uk with your order number and reason for return
  2. We will confirm your return within 2 business days
  3. You can either:
    • Drop off at our trade counter: 955 Romford Road, London E12 5JR
    • Post back using a tracked service (return postage is at your cost unless item is faulty)

⚠️ Do not send items back without contacting us first — unrequested returns cannot be processed.

Refunds

Once we receive and inspect your return:

  • We will email you confirmation within 2 business days
  • Approved refunds are processed within 5–7 working days
  • Refund will be credited to your original payment method (card, bank transfer, etc.)

Please note: Original delivery charges are non-refundable unless the item was faulty or incorrectly sent.

Exchanges

We are happy to exchange items if:

  • The wrong item was delivered
  • The item is faulty or damaged
  • You ordered the wrong size or specification (subject to stock availability)

Contact us at info@apexplumbingmerchants.co.uk or call 020 8553 5315 to arrange an exchange.

Need Help?

Email: info@apexplumbingmerchants.co.uk
Call us at: 020 8553 5315
Address: 955 Romford Road, London E12 5JR
Time: Mon–Fri: 8am–5:30pm | Sat: 8am–1pm