Refund policy

Not happy with a product? no problem we offer a money back guarantee whatever the reason.

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return. Unless the item is faulty/damaged return postage is at the buyers cost.

1-Year Direct Manufacturer’s Guarantee Because we build them, we back them. Every Elite Bakki Shower comes with a full 1-year warranty against manufacturing faults. No call centers, no middlemen—just direct support from the workshop team.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Faulty or damaged products can be returned within the guarantee period (specified on product page) to the manufacturers. Outside of this timeframe we reserve the right to refuse a return. Item guarantees are offered by the manufacturers of the products not Apex Koi unless otherwise stated.

To start a return, you can contact us at info@apex-koi.co.uk If your return is accepted, we’ll send you a return shipping label (damaged/faulty goods only), as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at info@apex-koi.co.uk.

  • This refund policy does not affect your statutory rights.
  • Products that are especially made or ordered cannot be returned for refund unless faulty or damaged

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.


Exceptions / non-returnable items
We cannot accept returns, unless faulty/damaged on custom made filters or filter parts.


Exchanges
We offer exchanges or replacements for faulty or damaged products just drop us a line at help@apex-koi.co.uk and we can arrange a replacement for you and arrange collection of the damaged/faulty products.


Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 48hrs. Please remember it can take some time for your bank or credit card company to process and post the refund too.