Refund policy
Return & Refund Policy
Australian Consumer Law Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
30-Day Change-of-Mind Returns In addition to your statutory rights, we offer a 30-day change-of-mind return window from the date you receive your item. To be eligible, items must be unused, unworn, in their original packaging, and accompanied by proof of purchase.
To start a return, contact us at hello@apexrecovery.au. Once approved, we'll provide a return shipping label and instructions. Items returned without prior authorisation will not be accepted.
Please note: return shipping costs for change-of-mind returns are the responsibility of the customer.
Damaged, Faulty, or Incorrect Items If your item arrives defective, damaged, or incorrect, please contact us immediately at hello@apexrecovery.au. We will cover all return shipping costs for faulty or incorrectly sent items and will offer a repair, replacement, or full refund in accordance with your rights under the Australian Consumer Law.
Non-Returnable Items (Change-of-Mind) The following items are not eligible for change-of-mind returns:
- Perishable goods
- Custom or personalised products
- Personal care or hygiene items
- Hazardous materials, flammable liquids, or gases
- Gift cards
Please note: if any of the above items are faulty or not as described, your ACL rights still apply.
Sale Items Sale items are not eligible for change-of-mind returns. However, if a sale item is faulty, not fit for purpose, or not as described, you remain entitled to a remedy under the Australian Consumer Law.
Exchanges To exchange an item, return your original purchase and place a new order once the return is approved.
EU Customers — 14-Day Cooling-Off Period If your order is shipped to the European Union, you have 14 days from delivery to cancel or return for any reason. Items must be unused, unworn, in their original packaging, and accompanied by proof of purchase.
Refunds Once we receive and inspect your return, we'll notify you of the outcome. Approved refunds are processed to your original payment method within 10 business days. Bank processing times may vary. If 15 business days have passed since your refund was approved, please contact us at hello@apexrecovery.au.
Returns Address Please contact us at hello@apexrecovery.au to obtain your return authorisation and shipping instructions before sending any items back.