Returning Devices to Apollo

For existing customers, we have made some improvements to the way we would like you to return items to us. The new process will provide you with a  tracking number for your returned items. With that, we can process your return 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.

2. All returns must carry an Apollo returns number and include our documentation.

For guidance, please contact a member of the Service and Warranty team who will be happy to help you.

To obtain a number, please call the Service Department on 011 44 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. 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 visit www.apollo-fire.com/training-support/service-department/recommended-working-life-of-apollo-detectors.aspx

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 be credited for that item. 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 a service fee 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.