Returns, refunds and cancellations
A thirty-day return window on unopened stock, and a clear rule for when a mistake is ours.
Cancelling an order
If your order has not yet been dispatched you can cancel it for a full refund by emailing support@apparatussupplyco.store with your order number. Once a parcel has left us it is a return rather than a cancellation.
Returning unopened stock
You may return unopened, unused stock in its original packaging within thirty days of delivery for a refund of the purchase price. Email us first with your order number and the part numbers you want to return and we will send return instructions and an address.
- Return shipping on a change-of-mind return is paid by you.
- The goods must be unopened and in a resaleable condition.
- Please do not write on or apply labels directly to the manufacturer packaging.
If the mistake is ours
If we sent the wrong part, the wrong quantity, or the item arrived damaged or faulty, we pay the return shipping and either replace the item or refund you in full — your choice. Email us within thirty days of delivery with your order number and, for damage, a photograph.
Items we cannot take back
For hygiene and integrity reasons we cannot accept returns of the following once the outer packaging has been opened, unless the item is faulty:
- Sterile items where the sterile barrier has been broken.
- Gloves, wipes, bench liner and other opened personal protective equipment or consumables.
- Items sold as a sealed multi-pack where the seal has been broken.
How refunds are issued
Refunds go back to the original payment method. We process the refund within three business days of receiving and checking the return, and your bank then takes its own time — usually five to ten business days — to show it on your statement. We will email you when we have issued it.
Problems with a charge
If you see a charge you do not recognise, the statement descriptor is APPARATUS SUPPLY. Please email us with the amount and the last four digits of the card before contacting your bank — we can almost always identify and resolve it the same day, which is faster than a dispute.