Refund policy
We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.
To be eligible for a return, your item must be unused, unopened, in its original packaging, and in the same condition that you received it. Proof of purchase or order confirmation is required for all return requests.
To initiate a return, please contact us at support@apexstrand.com with your order number and reason for the request. Returns sent without prior authorization will not be accepted.
Customers are responsible for return shipping costs unless the item received was incorrect or damaged upon arrival.
Please note that original shipping costs are non-refundable.
Returns should be sent to the address provided by our support team once the return request has been approved.
You can always contact us for any return-related questions at support@apexstrand.com.
Damages and Issues
Please inspect your order upon delivery and contact us within 48 hours of receiving your order if the item is defective, damaged, or incorrect. We may request photos of the item and packaging in order to evaluate the issue and provide a resolution.
Non-Returnable Items
Due to hygiene and personal care considerations, all opened or used products are non-returnable and non-refundable.
We do not accept returns for:
- Opened or used personal care products
- Items not in original condition
- Products without original packaging
- Sale or discounted items
- Gift cards
- Orders marked as delivered by the carrier
We reserve the right to refuse returns that do not meet our policy requirements.
Exchanges
We currently do not offer direct exchanges. If your return is approved, you may place a new order separately.
Order Cancellations
Orders may only be canceled within 12 hours of being placed. Once an order has been processed or shipped, it can no longer be canceled.
Refunds
Once your return is received and inspected, we will notify you regarding the status of your refund request.
If approved, refunds will be issued to the original payment method within 5–10 business days. Please note that processing times may vary depending on your bank or payment provider.
We are not responsible for lost or delayed returns sent without tracking confirmation.
Shipping Delays
While we work hard to ensure timely delivery, Apex Strand is not responsible for shipping delays caused by carriers, customs processing, weather conditions, or other circumstances outside of our control.