We want you to feel confident in your Apex Wellness purchase. This policy explains return eligibility, required product conditions, review timelines, and how approved refunds are processed.
Please contact support before sending any product back. Returns sent without prior approval may not be accepted.
RETURN OVERVIEW
Eligibility depends on when the order was delivered, the condition of the product, and whether the request meets the requirements outlined in this policy.
Approved refunds are issued to the original payment method after the returned item has been received and inspected.
A return request must meet the timing, product-condition, purchase-verification, and approval requirements described below. Each request is reviewed before return instructions are issued.
IMPORTANT FIRST STEP
Do not mail an item back until your request has been reviewed and you have received return instructions. Packages sent without prior authorization may be refused or may not qualify for a refund.
The return request must be submitted within the eligible return period, measured from the confirmed delivery date.
Requests received after the return window may be declined.
The order must have been purchased directly from Apex Wellness, and the customer must provide a valid order number or purchase confirmation.
Third-party purchases are subject to the seller’s own policy.
The product should be returned with its original packaging, included accessories, manuals, controllers, and other components supplied with the order.
Missing components may reduce or prevent refund eligibility.
Products must be clean, undamaged, and free from excessive wear, misuse, odors, stains, cosmetic residue, or other signs that prevent safe resale or inspection.
Personal wellness products may be subject to additional hygiene restrictions.
The customer must contact Apex Wellness and receive return instructions before mailing the product back.
Unauthorized returns may be refused or returned to the sender.
If an item arrives damaged, defective, or materially different from the order, contact support promptly with photographs or video showing the issue.
Do not discard the product or packaging before the review is complete.
Items marked final sale, gift cards, digital products, downloadable materials, and certain opened personal-use products may not qualify for return.
Any product-specific restriction displayed before purchase also applies.
Products damaged through misuse, neglect, unauthorized modification, improper storage, accidental damage, or failure to follow product instructions are not eligible for a standard return.
Warranty coverage, when applicable, is reviewed separately.
Packages mailed without prior review, approval, or the required return instructions may not be accepted or processed.
Always contact support before shipping an item back.
Send our support team your order number and a brief description of the issue. We will review the details and explain the available next steps.
After an approved return is delivered and inspected, we will confirm the refund decision by email. The final amount and processing time depend on the product condition, original payment method, shipping charges, discounts, and any applicable deductions.
Approved refunds are returned to the original payment method used when the order was placed. Refunds cannot be redirected to a different card, account, or payment provider.
Expired or replaced cards are handled according to the issuing bank’s procedures.
We inspect the returned product, accessories, packaging, and authorization details to confirm that the return matches the approved request and meets the policy requirements.
Receiving a return does not automatically guarantee a full refund.
After inspection is complete, approved refunds are submitted for processing. The exact timing may vary depending on return volume, product condition, and whether additional review is required.
Processing time begins after the return is confirmed as delivered.
Original shipping charges are generally nonrefundable unless the return results from an Apex Wellness fulfillment error or a product confirmed to have arrived damaged or defective.
Return shipping costs are normally the customer’s responsibility unless otherwise approved.
A partial refund or deduction may apply when an approved return is incomplete, missing accessories, damaged, excessively used, improperly packaged, or returned in a condition different from the approved request.
Any deduction will be explained in the refund decision.
After inspection, we will email you with the outcome of the review and confirm whether the return has been fully approved, partially approved, or declined.
Keep your order confirmation and return tracking information until the process is complete.
WHEN A REFUND IS APPROVED
Approved refunds are issued to the original payment method used at checkout. We cannot redirect a refund to a different card, bank account, digital wallet, or customer.
Once Apex Wellness issues an approved refund, your bank, credit-card company, or payment provider may require additional business days to post the credit to your account.
Review answers to common questions about return eligibility, shipping costs, product inspections, refund timing, damaged items, and payment processing.
BEFORE SENDING A RETURN
Return locations and instructions may vary by order. Contact Apex Wellness before mailing any item so that your request can be reviewed and the correct return instructions can be provided.
Contact Apex Wellness through the contact page and include your order number, the reason for the request, and any supporting photographs or video. Wait for authorization and return instructions before mailing the product.
Unauthorized returns may not be accepted.
No. You must contact Apex Wellness before mailing a return. Our team will review the request and provide the correct return address and instructions when the request is approved.
The address on the original package may not be the correct return address.
No. Return authorization allows you to send the product for inspection. A final refund decision is made after the item is received and reviewed for completeness, condition, hygiene, damage, and compliance with the approved request.
A refund may be approved, partially approved, or declined after inspection.
Return shipping is generally the customer’s responsibility unless Apex Wellness confirms that the return is related to a fulfillment error, an incorrect item, or an approved damaged or defective product claim.
Use a trackable shipping method and retain the receipt.
Original shipping charges are generally nonrefundable. They may be refunded when Apex Wellness confirms that an order was shipped incorrectly or that another qualifying fulfillment issue occurred.
Expedited-shipping upgrades may remain nonrefundable.
Missing accessories, controllers, manuals, cables, protective components, or original packaging may affect return eligibility. A deduction or partial refund may apply when the returned order is incomplete.
Return every component included with the original shipment.
Opened personal-use wellness products may be subject to hygiene and safety restrictions. Eligibility depends on the product, its condition, how it was used, and the requirements described in the Refund Policy.
Products with stains, odors, cosmetic residue, or excessive wear may be declined.
Contact support promptly and provide your order number, a description of the issue, and clear photographs or video showing the product, packaging, shipping label, and damage or defect.
Do not discard the product or packaging until the review is complete.
Refund processing begins after the approved return is delivered, checked in, and inspected. Once Apex Wellness issues the refund, your bank, card issuer, or payment provider may need additional business days to post the credit.
Bank processing time is outside Apex Wellness’s direct control.
Approved refunds are returned to the original payment method used for the order. Refunds cannot be redirected to another card, bank account, digital wallet, or person.
Your bank determines how credits are handled when a card has expired or been replaced.
Yes. A partial refund or deduction may apply when an approved return is incomplete, damaged, excessively used, missing components, improperly packaged, or returned in a condition different from the approved request.
Any deduction will be explained in the refund decision.
Items marked final sale, gift cards, digital products, downloadable materials, and products identified as nonreturnable generally do not qualify for refunds unless required by applicable law.
Product-specific restrictions displayed before purchase also apply.
Answers in this FAQ summarize the return process. Eligibility and refund decisions remain subject to the complete terms of the Apex Wellness Refund Policy and the condition of the returned product.
Every order and return request is different. Send our support team the details of your purchase, and we will help clarify eligibility, required documentation, and the next available step.
Please do not send a product back until you have received return authorization and the correct return instructions.
WHAT TO INCLUDE
Providing complete information in your first message helps our team understand the request and reduces delays.
Do not discard the product, packaging, accessories, or shipping materials while a damaged or defective item claim is under review.
