Returning Devices to Apollo
As part of a recent review of the returns process and
introduction of a new business system at Apollo, we've made some
improvements to the way we would like you to return items to us.
The new approach will provide you with a number to track your
returned items with and is designed to help us deal with your goods
more quickly and efficiently. These changes are outlined below.
Key points:
1. Please ensure the items you want to return are:
a. Apollo products - We cannot dispose of or
service devices from other manufacturers
b. Less than ten years old - We recommend
devices over 10 years old are disposed of.
For guidance, please contact a member of the Service and
Warranty team who will be happy to help you.
2. All returns must carry an Apollo returns number and include
our documentation.
To obtain a number, please call the Service Department on +44
(0)23 9244 2924 or email returns@apollo-fire.co.uk. We will
need to get some information about the items you want to return
such as part numbers, quantity and reason for return so please have
this information to hand when you call.
If you are returning mixed products, please make sure
you give us details of the quantity of each part number as this
will help us to ensure a quick turnaround for you.
Once we've taken these details, you will be given a returns
number and a returns label will be emailed to you for you to print
out. All you need to do is box up the goods, secure the prepared
label to the outside of the package and send them back to us.
Please note: goods without an Apollo returns number will not
be accepted and will be returned to you at your cost.
3. Our policy is not to accept stock cleansed, unwanted or
unused products back for credit unless a prior agreement
exists.Where an agreement is in place, any items that are returned
for credit must be:
a. Less than 3 months old - For guidance on
determining the age of Apollo products please click
here
b. Unopened - These items will be subject to a
25% restocking charge. Open items will not be accepted and will be
returned to you at your cost.
4. If you are returning an item for warranty investigation, we
will be happy to send you a replacement item immediately. You will
be invoiced for this replacement but should the item fail our
investigation, you will of course be credited. Items that are found
to be 'no fault found' will not be credited.
5. For items returned for warranty investigation that are
outside the three year warranty period but where an investigation
report is requested by a customer, we will charge £3 per device for
this report.
If you have any questions about the above, please contact a
member of the Service and Warranty team.
They will be happy to help you.