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. Order Cancellations Before Fulfilment

We understand that customers may occasionally need to cancel an order after purchase.

Orders may be cancelled and refunded only up until the point of fulfilment. This means we can cancel and refund your order if it has not yet been processed, packed, or handed over to our fulfilment partner.

Apex Wellness uses a third-party logistics provider (3PL) to process, pack, and dispatch orders. Once an order has entered the fulfilment process or has been fulfilled by our 3PL, we are no longer able to cancel, amend, or intercept the order before dispatch.

If you need to request a cancellation, please contact us as soon as possible at info@apex-wellness.store with your order number.

While we will do our best to assist, cancellation requests are not guaranteed. A cancellation can only be approved if the order has not yet been fulfilled.

Once an order has been fulfilled, any refund, replacement, or return request will be handled in accordance with the rest of this Returns & Refund Policy.

2. Eligibility for Refunds and Replacements

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

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

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

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

2.4 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.

3. Non-Eligible Return Reasons

Except for eligible pre-fulfilment cancellations under Section 1, refunds, replacements, cancellations, or returns will not be granted for the following reasons where the product itself is not faulty:

• Change of mind.
• Ordering the wrong item or making an error when placing the order.
• Personal preferences or unmet expectations, including but not limited to “not what I expected”, “didn’t like the sensation”, or “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 2. Please also refer to Section 5 – Disclaimer.

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

4. Customer Responsibility Before Purchase

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

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

4.3 You must provide a complete and accurate shipping address and an active phone number, where required by the carrier, at checkout.

If an order cannot be delivered due to incorrect or incomplete recipient details, or if you do not respond to carrier or dispatch requests for updated details within the required timeframe, the order will not be eligible for a refund, unless required by law.

5. Disclaimer – Product Usage & Suitability

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

5.2 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.

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

5.4 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 2.

6. Faulty or Damaged Goods

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

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

6.3 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.

7. Shipping Protection & Packaging-Only Damage

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

7.2 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 and/or video evidence of the outer carton, inner packaging, and unopened or undamaged product.

7.3 If Shipping Protection was not purchased, packaging-only damage, including but not limited to a 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 2 and 6.

7.4 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 2 and 6 apply regardless of whether Shipping Protection was purchased.

8. Delivery Exceptions, Address & Contact Details, and Self-Collection

8.1 Address & Contact Accuracy

It is your responsibility to ensure your delivery address and recipient contact details are correct and complete at checkout, including unit numbers, building names, access codes where relevant, and an active phone number if required by the carrier.

8.2 Carrier Requests for Additional Information

In some cases, the carrier may place a shipment on hold or mark a delivery as “failed”, “exception”, or similar, and require additional recipient details before they can attempt delivery or re-delivery. This may include a corrected address, phone number, or delivery instructions.

If this occurs, you must provide the requested information within the carrier’s stated deadline, or if no deadline is provided, within 48 hours of our request.

If the carrier returns the parcel due to no response or unresolved recipient details, this is treated as a customer-caused delivery issue. Please refer to Section 9.

8.3 Delivery to Pick-Up Points / Self-Collection

Some carriers may deliver to a local collection point, such as a ParcelShop, Post Office, Access Point, or similar location, for self-collection.

When tracking shows “Delivered to Collection Point”, “Awaiting Pickup”, or similar, the parcel is ready to collect.

You must collect the parcel within the carrier’s hold window, which is typically 5–10 business days. The exact collection window will usually appear on the tracking page.

You may be required to bring photo ID and your tracking code or barcode to collect the parcel.

8.4 Non-Collection from Pick-Up Points

Refunds are not available for orders that were delivered to a collection point but were not collected within the carrier’s hold window.

This is treated as customer-initiated non-collection, not a courier error.

9. Return-to-Sender / Return-to-Origin Caused by Customer Details or Inaction

9.1 What This Covers

This section applies where a parcel is returned due to reasons including, but not limited to:

• Incorrect or incomplete address provided at checkout.
• Missing or invalid phone number where required by the carrier.
• Refused delivery.
• Non-collection from a pick-up point within the hold window.
• Failure to respond to a carrier or dispatch request for updated recipient details within the required timeframe under Section 8.2.

9.2 No Refunds for Customer-Caused Return-to-Origin

Where return-to-origin is caused by any of the reasons listed in Section 9.1, the order is not eligible for a refund, unless required by law.

This is because the goods were dispatched correctly based on the information provided, and the delivery failure was not caused by a product fault or our error.

9.3 Re-Shipping if the Parcel Is Recoverable

If the parcel is returned and recoverable, we can re-ship the same items once we have:

• Written confirmation of the corrected delivery address and recipient phone number; and
• Payment of a re-shipping fee, charged at carrier cost only, plus any redirection or intercept fees charged by the carrier if applicable.

9.4 Returned to Overseas Warehouse / Not Recoverable

In some cases, carriers may return parcels to an overseas facility or treat them as non-recoverable.

Where this happens due to reasons listed in Section 9.1, we may be unable to retrieve the parcel.

In these circumstances:

• A cash refund will not be issued, unless required by law.
• At our discretion, we may offer store credit for the item value only, minus any unrecoverable shipping, handling, or return costs incurred where applicable.
• Alternatively, we may offer a replacement re-ship at cost.

9.5 Our Error vs Customer Error

If the delivery failure is caused by our addressing or dispatch error, for example if we entered the address incorrectly compared to the order confirmation, we will rectify the issue at no cost to you, including re-shipping where appropriate.

10. What Counts as “Delivered”

An order may be treated as delivered where the tracking information shows that the parcel has been:

• Delivered to the shipping address provided at checkout;
• Delivered to a safe place, mailbox, reception, concierge, or authorised location;
• Delivered to a local collection point and made available for pickup; or
• Marked as delivered by the carrier.

If tracking shows a delivery exception caused by incorrect or incomplete recipient details, failure to provide requested information, refused delivery, or non-collection within the required timeframe, the order will be handled under Section 9.

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.