Repair Service: Refund Policy
Effective from: 1 October 2026
Apelson Service is a trading name of Apelson Appliances UK Ltd, registered in England and Wales, company number 08265471. Registered office: Good Hope Close, Normanton Industrial Estate, Normanton, England, WF6 1TR.
1. About This Policy
This policy explains when you can get a refund for any repair carried out by Apelson Service, whether at your home, at our workshop or through our collection service. It should be read alongside the terms and conditions that apply to your booking ("Terms").
Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015 or the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
2. Cancelling Before Your Visit
If you cancel within 14 days of booking and before we have started any work, we will refund everything you have paid, including any call out or diagnostic charge paid at the time of booking.
If you cancel more than 14 days after booking, you will still receive a full refund as long as you give us at least 24 hours' notice before your appointment or collection.
3. Cancelling Once Work Has Started
If you cancel after we have started work but before it is finished, we will refund any amount you have paid in advance, less a proportionate charge for the work carried out up to that point, as set out in our Terms.
Once a repair has been completed in full, your 14 day right to cancel no longer applies. Your rights if something goes wrong with the repair are set out in Section 6 below.
4. Call Out and Diagnostic Charges
Once we have inspected your item and diagnosed the fault, any call out or diagnostic charge is non-refundable. This applies whether or not you go on to accept our repair quote, and where your item is found to be beyond economical repair.
5. Missed Appointments and Late Cancellations
If you cancel with less than 24 hours' notice, or we cannot gain access to your item at an agreed visit or collection time, a missed appointment charge, no higher than our standard call out charge, may be deducted from any amount you have paid in advance. Any remaining balance will be refunded.
If we cancel or miss your appointment, you will not be charged. You can choose to rearrange or receive a full refund of anything you have paid.
6. If a Repair Does Not Fix the Fault
All repairs come with our 90 day parts and labour guarantee. If a covered repair proves unsuccessful, please contact us and we will return to put it right at no extra cost.
If we are unable to correct the repair within a reasonable time, or without significant inconvenience to you, you may be entitled to a partial or full refund of the repair cost, depending on the circumstances.
Refunds are not available for faults unconnected to our repair, or for damage caused by misuse, accident or lack of routine maintenance.
7. Faulty Parts
If a part we fitted is faulty, it is covered by our 90 day guarantee and we will replace it free of charge. Parts fitted as part of a repair cannot be returned for a refund once installed, other than where they are faulty.
8. How to Request a Refund
To request a refund or cancel your booking, contact us with your booking reference:
- Email: repairs@apelson-service.co.uk
- Phone: 01977 367323
9. How Refunds Are Paid
Refunds are made using the same payment method you used to pay us, unless we agree otherwise. Where you cancel within your 14 day cancellation period, we will refund you within 14 days of being told of your decision. All other agreed refunds are processed within 14 days of us confirming the refund.
Depending on your bank or card provider, it may take a few additional days for the refund to appear in your account.
10. Complaints
If you are unhappy with a refund decision, please follow the complaints process set out in our Terms and Conditions.