Refunds & Returns Policy

This Returns & Refund Policy (“Policy”) applies to all purchases made through Apex Wellness and is designed to ensure fairness and transparency. By purchasing from us, you agree to the terms outlined below.

We are an Australian business and comply with the Australian Consumer Law (ACL). Nothing in this Policy is intended to exclude or limit any rights you have under the ACL that cannot be excluded.

1. Eligibility for Refunds and Replacements

1.1 We offer refunds or replacements only for items that are defective or faulty and reported within 30 calendar days of delivery.

1.2 A product is deemed defective or faulty only if it:

  • Has a manufacturing defect, or
  • Does not function as described in the product listing.

1.3 Customers must provide clear photo and/or video evidence of the defect or fault before a return can be authorised.

1.4 Once an item has been approved for a refund, please allow 1–3 business days for the refund to be processed (bank processing times may vary).

2. Non-Eligible Return Reasons

Refunds, replacements, or returns will not be granted for the following reasons where the product itself is not faulty:

  • Change of mind.
  • Ordering the wrong item.
  • Personal preferences or unmet expectations (e.g. “not what I expected”, “didn’t like the sensation”, “didn’t get the results I hoped for”).
  • Inability to use the product due to personal medical conditions, pre-existing injuries, or individual reactions, unless the product is proven to be defective under Section 1 (see also Section 4 – Disclaimer).

To the extent permitted by law, we do not provide refunds for these situations.

3. Customer Responsibility Before Purchase

3.1 It is the customer’s responsibility to read all product descriptions, specifications, features, and usage instructions prior to purchase.

3.2 You are responsible for determining whether the product is suitable for your intended use before buying.

4. Disclaimer – Product Usage & Suitability

4.1 Our products are intended for general wellness purposes only and are not a substitute for professional medical advice, diagnosis, or treatment.

4.2 If you have any pre-existing medical conditions, injuries, are pregnant, or are unsure whether the product is suitable for you, you should consult a doctor or qualified healthcare professional before use.

4.3 Discontinue use immediately if you experience any pain, discomfort, or adverse reaction.

4.4 Refunds will not be provided solely on the basis of an individual’s inability to use the product due to medical conditions, personal sensitivity, or individual reaction, unless the product is proven to be defective under Section 1.

5. Faulty or Damaged Goods

5.1 If your product arrives damaged or defective, you must notify us within 30 days of delivery with supporting photo/video evidence.

5.2 Upon verification, we will provide return instructions where a return is required. Returned products must be securely packaged to prevent further damage in transit.

5.3 Where goods have a defect or damage that affects their functionality or acceptable quality, we will provide a refund, repair or replacement in accordance with the ACL and this Policy.

6. Shipping Protection & Packaging-Only Damage

6.1 Shipping Protection is an optional add-on available at checkout that covers certain transit issues, including cosmetic/packaging-only damage.

6.2 Refunds or replacements for packaging-only damage (where the product itself is undamaged and functions as described) are available only when Shipping Protection was purchased for the order and the issue is reported within 30 calendar days of delivery with clear photo/video evidence (outer carton, inner packaging, and unopened/undamaged product).

6.3 If Shipping Protection was not purchased, packaging-only damage (e.g. scuffed or dented box) is not eligible for a refund or replacement. Claims for product defects or product damage that affect normal use remain assessable under Sections 1 and 5.

6.4 Nothing in this Policy limits your rights under Australian Consumer Law or any other non-excludable consumer laws. Where goods are delivered with a defect or damage that affects the product’s functionality or acceptable quality, remedies under Sections 1 and 5 apply regardless of whether Shipping Protection was purchased.

7. Delivery to Pick-Up Points / Self-Collection

7.1 Some carriers deliver to a local collection point (e.g. ParcelShop, Post Office, Access Point) for Self-Collection. When tracking shows “Delivered to Collection Point / Awaiting Pickup”, the parcel is ready to collect.

  • You must collect within the carrier’s hold window (typically 5–10 business days; the exact window appears on the tracking page).
  • Bring photo ID and your tracking code/barcode to collect.

7.2 Refunds are not available for orders that were delivered to a collection point but not collected on time. This is treated as customer-initiated non-collection, not a courier error.

8. Return-to-Sender Caused by Non-Collection

8.1 If a parcel is returned to us because it wasn’t collected in time:

  • We will re-ship the same items once the parcel arrives back at our facility; and
  • A standard re-shipping fee (carrier cost only) may apply.

8.2 If we cannot reach you within 14 days of the parcel returning, we may hold the goods as store credit minus original shipping and handling. Cash refunds are not issued for non-collection returns.

This does not affect your statutory rights.

9. What Counts as “Delivered”

For the purposes of this Policy, any of the following tracking events count as delivered:

  • Delivered to Customer Address
  • Delivered to Safe Place (where enabled by the carrier)
  • Delivered to Collection Point / ParcelShop / Post Office / Access Point and Awaiting Pickup

If tracking shows one of the above, refunds are not issued on the basis of “not received”.
If the collection location cannot find your parcel at pickup, please email us a screenshot of the tracking page immediately so we can open a carrier investigation.

10. Ineligible for Refund – Summary

To avoid confusion, the following situations are not refundable (unless required by law):

  • Non-collection / failed pickup from a collection point.
  • Refused delivery or repeated failed delivery attempts.
  • Incorrect or incomplete address supplied at checkout.
  • Duties/taxes unpaid causing return (where applicable).
  • Change of mind, wrong item ordered, or personal preference where the product is not faulty (see Section 2).

We’ll always do our best to assist with re-shipment at cost or provide store credit where appropriate under this Policy.

11. Final Decision

Apex Wellness reserves the right to determine whether a returned product meets the criteria for a refund or replacement under this Policy, subject always to your rights under the Australian Consumer Law.