Política de reembolso

Returns & Refunds Policy

30-Day Return Window

We offer a 30-day return policy. You have 30 days after receiving your item to request a return.

To be eligible:

  • Item must be unused and in original packaging
  • All parts, accessories, and documentation must be included
  • Proof of purchase is required

Free Returns (Parcel Items Only)

We offer free returns on standard parcel-shipped items within 30 days.

If your return is approved, we will provide a prepaid return shipping label and instructions.

Freight & Oversized Items

Freight and oversized items are not eligible for free return shipping.

If a return is approved for reasons other than damage, defect, or shipping error, the customer is responsible for:

  • All return shipping charges
  • Any original outbound shipping costs incurred (even if free shipping was offered)

All freight returns must be approved in advance.

How to Start a Return

To initiate a return, contact:
📧 ecommerce@apexsupplyco.com

Returns must be approved before being sent. Unauthorized returns will not be accepted.

Return address:
Apex Supply Company
8401 Ambassador Row
Dallas, TX 75247

Damages, Defects, or Incorrect Items

Please inspect your order upon delivery.

If your item is:

  • Damaged
  • Defective
  • Incorrect

Contact us immediately so we can evaluate the issue and make it right.

Freight Delivery Inspection Requirement

For freight shipments:

  • Inspect the product at delivery
  • Note any damage on the delivery receipt or refuse the shipment

Failure to report damage at delivery may limit claim eligibility.

Water Heater Returns and Warranty Claims 

Water heaters are considered large-freight items and are not eligible for free return shipping. If a return is approved for reasons other than manufacturer defect, the customer is responsible for all return freight charges, including original outbound shipping costs. The customer is also responsible for freight for the replacement water heater.

For defective or warranty-related issues, customers must first submit a warranty claim directly through the manufacturer’s warranty registration or claims process. Once the manufacturer reviews the claim and determines that the unit qualifies for warranty replacement, the replacement must be processed through an authorized local distributor or supplier that carries that manufacturer whenever available.

If a local authorized supplier is not available for the product, the unit may be returned to Apex Supply Company after authorization. In such cases, Apex Supply Company will cover the return freight cost only after the manufacturer confirms the claim is an approved warranty replacement.

Please note that refunds or replacement shipments cannot be issued until the manufacturer has formally approved the warranty claim. Once approval is received, we will coordinate the replacement shipment or authorized exchange as quickly as possible.

Non-Returnable Items

We do not accept returns for:

  • Special order or custom items
  • Installed products
  • Hazardous materials (including certain chemicals)
  • Sale items or gift cards

Exchanges

We do not process direct exchanges.

To get a different item:

  1. Return the original item (if eligible)
  2. Place a new order

Refunds

We will notify you once we’ve received and inspected your return.

If approved:

  • Refunds are issued to your original payment method
  • Processing may take up to 10 business days

If more than 15 business days have passed, contact us at ecommerce@apexsupplyco.com.