We want you to be completely happy with your purchase from RidgeApex. If something is not right we will do everything we can to sort it out quickly and fairly. This policy explains your rights and our process in plain English.

RidgeApex is a trading name of Horizon Supplies Ltd, registered in England & Wales — Company No. 16765770.

Your Legal Rights as a UK Customer

As a UK customer buying online you are protected by the following legislation:

• Consumer Contracts Regulations 2013 — you have 14 days from the day your order arrives to return it for any reason
• Consumer Rights Act 2015 — if something arrives faulty, not as described, or not fit for purpose you are entitled to a full refund, repair, or replacement
• Consumer Protection from Unfair Trading Regulations 2008 — we must be honest and transparent about everything we sell

Nothing in this policy takes away your statutory rights.

1. Changed Your Mind — 14 Day Returns

If you change your mind after receiving your order you have 14 days from the day your order arrives to let us know you want to return it. No explanation required.

To start a return:
Email us at info@ridgeapex.com within 14 days of receiving your order with the subject line "Return Request" and include your order number. We will reply within 1 business day with the return address and instructions.

Condition of the item:

• The item must be unused and in the same condition you received it
• The item must be in its original packaging with all components included
• All accessories, manuals, and included items must be returned

Who pays for return shipping:
For change of mind returns the cost of return shipping is the responsibility of the customer. We strongly recommend using a tracked and insured delivery service. RidgeApex cannot be held responsible for items lost or damaged during return transit.

Please note: Do not send items back without contacting us first. Unrequested returns may cause significant delays to your refund.

2. Faulty, Damaged, or Incorrect Items

Within 30 days of delivery:
You are entitled to a full refund. Email us at info@ridgeapex.com with your order number, a description of the fault or damage, and photographs where possible. We will arrange collection at no cost to you and process your refund within 10 working days.

After 30 days:
Your product is covered by the manufacturer warranty. Contact us and we will manage the warranty claim with the manufacturer on your behalf.

Return shipping for faulty or incorrect items:
We cover all return shipping costs for items that are confirmed faulty, damaged on arrival, or incorrectly sent.

3. Damaged on Arrival

If your order arrives visibly damaged please act quickly:

• Photograph the outer packaging and the item before fully unpacking
• Note the damage with the delivery driver where possible
• Contact us within 48 hours of delivery at info@ridgeapex.com with your order number and photos

We cannot process damage claims reported after 48 hours of delivery. Please do not use a damaged item before contacting us.

4. Wrong Item Received

If we sent you the wrong item please contact us within 3 days of delivery at info@ridgeapex.com with your order number and photos. We will arrange collection of the incorrect item and send the correct one at no extra cost to you.

5. Manufacturer Warranty

Every product we sell is covered by the manufacturer warranty. Warranty periods vary by product and brand and are clearly stated on each product listing page.

If something goes wrong after 30 days of delivery:

• Email info@ridgeapex.com with your order number and details of the fault
• We will contact the manufacturer on your behalf
• The manufacturer will arrange a replacement or refund depending on the fault and warranty terms

Warranty does not cover damage caused by misuse, neglect, incorrect fuel or accessories, accidental damage, or normal wear and tear.

6. Items We Cannot Accept Back

The following cannot be returned unless faulty or not as described:

• Items that have been used or show signs of use beyond initial inspection
• Items returned without their original packaging
• Items missing accessories, components, or manuals
• Consumable items that have been opened or used — wood pellets, charcoal, fire glass, lava rock, pizza stones that have been used
• Items that were specially ordered or custom sourced at your request
• Gas fire pits and patio heaters that have been connected to a gas supply and used

7. How to Start a Return — Step by Step

1. Email info@ridgeapex.com with the subject line "Return Request"
2. Include your full name, order number, the item you wish to return, and the reason
3. We will reply within 1 business day with the confirmed return address and instructions
4. Pack the item securely in its original packaging and use a tracked delivery service
5. We will process your refund within 10 working days of receiving and inspecting the returned item

8. Refunds

How we refund:
All refunds are returned to the original payment method used at checkout. We do not issue cash refunds or bank transfers.

How long it takes:

Situation	Refund Within
Change of mind — item received and inspected	10 working days
Faulty item confirmed within 30 days	10 working days
Damaged on arrival — reported within 48 hours	10 working days
Wrong item received and confirmed	10 working days

Partial refunds:
If an item is returned used, missing parts, or with damaged packaging we reserve the right to deduct a reasonable amount from the refund to cover the reduction in value.

We do not offer direct exchanges. If you would like a different product please return your original item and place a new order.

Delivery costs:
Your original delivery cost is not refunded for change of mind returns. For faulty, damaged, or incorrectly sent items your full delivery cost is refunded.

9. Large and Heavy Items

Some products in our range — including BBQ grills, pizza ovens, fire pit tables, and patio heaters — are large and heavy items. If you need to return one of these please contact us before attempting to arrange return shipping. We will advise on the most practical and cost-effective way to return the item depending on its size and your location.

For change of mind returns of large items the customer is responsible for return shipping costs, which may be significant for pallet-sized items. We recommend considering this carefully before purchasing very large items if you are unsure whether they are right for your space.

10. Contact Us About a Return

RidgeApex — a trading name of Horizon Supplies Ltd
Email: info@ridgeapex.com
Phone: +44 2037695737
Address: Office 15052, 182-184 High Street North East Ham London E6 2JA United Kingdom
Website: https://ridgeapex.com

Registered in England & Wales — Company No. 16765770

We respond to all return and refund enquiries within 1 business day, Monday to Friday, 9:00am to 5:00pm GMT.