Cancellation before dispatch
Orders may be cancelled before dispatch. Please contact APHOSYS promptly with your order number so that dispatch status can be checked and the cancellation confirmed.
Cancellation after dispatch
Once dispatched, orders cannot normally be cancelled. If APHOSYS approves an exceptional customer-requested cancellation after dispatch, a cancellation charge of 10% of the cancelled order value will be borne by the customer and deducted from the approved refund, where permitted by applicable law. This charge does not apply to a valid claim for goods received damaged, defective or not as described, or where a refund is required by law. Cancellation charges apply only in accordance with applicable law, including the requirement for similar charges to be borne by APHOSYS if it unilaterally cancels a confirmed order.
Replacement for damage or a non-working product
If your product arrives damaged or does not work on receipt, report the issue to APHOSYS within 2 days (48 hours) of delivery to request a replacement under our initial delivery-issue process. Include your order number, invoice, product model, serial number and a clear description of the issue. Replacement is subject to verification.
Claims reported after this period will not be accepted under this initial replacement process. Any applicable product warranty and statutory consumer rights remain unaffected.
Mandatory delivery and unboxing evidence
- Unboxing photographs and a clear unboxing video are mandatory for claims under our initial replacement process. Record the sealed package, shipping label, opening of the box, product condition, serial label and all supplied items.
- Inspect the outer packaging at delivery. If visible damage, tampering, wet packaging or any other abnormal condition is present, ensure that the specific condition is recorded on the courier Proof of Delivery (POD) before signing or acknowledging receipt. Retain photographs of the condition and the remark.
- Retain the invoice, original boxes, packing materials, accessories, components, parts and documents until the claim is resolved.
Evidence requirements support verification and do not remove remedies available under applicable law. Do not operate a product that appears damaged or unsafe.
Return pickup requirements
Obtain approval and return-pickup instructions from APHOSYS before handing over or shipping a product. At pickup, hand over the product together with all original documents, boxes, components, accessories, parts and packing materials to the courier person. Pack all items securely in the original packing box.
Returned items must be unused, complete and in their original condition, except for the reported damage or defect and the minimum unpacking or testing needed to identify it. Do not install, modify or continue using a product awaiting an approved return. Batteries must be collected or shipped only through an approved carrier and method.
Returns after delivery and installation
Change-of-mind returns are not allowed once the product has been delivered and installed. This restriction does not affect valid damage or defect claims, applicable warranty support, or remedies required by law.
Refund timeline
Approved refunds will be processed within 5–7 business days from refund approval to the original payment method. For an approved return, verification of the returned product and supplied items may be required before refund approval. Any lawful deduction will be communicated when the refund is approved. Bank or payment-provider posting times may vary.
How to raise a request
Contact APHOSYS at info [at] aphosys [dot] com with your order details and supporting evidence. For purchases from Amazon, another marketplace or another seller, raise the request through the relevant platform or seller; their applicable process will also apply.