Legal
Refund Policy
Last updated: 1 May 2026
We want you to be completely satisfied with every purchase. If something is wrong with your order, we will do everything we can to make it right. Please read this policy carefully before requesting a return or refund.
Eligible for Refund
- Sealed, unopened product received damaged
- Incorrect product sent
- Product significantly different from description
- Order not received (after investigation)
- Duplicate orders charged in error
Not Eligible for Refund
- Opened or used products
- Change of mind after dispatch
- Products returned without prior authorisation
- Damage caused by improper storage
- Orders where delivery address was incorrect
- Products held in customs (international)
How to Request a Refund
Contact Support
Email us at returns@apexstore.co.uk within 14 days of delivery. Include your order number and a clear description of the issue.
Provide Evidence
Attach clear photographs of the product and packaging showing the damage or issue. This helps us process your request faster.
Await Authorisation
Our team will review your request within 1–2 business days and confirm whether a return or refund is authorised.
Return or Resolution
Depending on the issue, we will either send a replacement, issue a store credit, or process a full refund to your original payment method.
Refund Timescales
Important
Refund requests must be submitted within 14 days of the delivery date. Requests submitted after this window may not be accepted. Always retain your original packaging and products until the matter is resolved.
Contact Returns Team
For all return and refund enquiries, contact our dedicated returns team. Please include your order number in the subject line.
returns@apexstore.co.uk·Contact Form