Refund policy

Returns

We want our customers to be happy with the goods they bought, and ecstatic about our delivery and service. We will take back any faulty good and exchange it for a new one, or refund you in full. Please ensure goods are returned via recorded delivery to ensure it gets here safely, and enclose a note with the package to say when you bought it, and what your name, address and contact details are so we can find that transaction record.

Our refund policy lasts 14 days. If 14 days have gone by since your purchase (date of order), unfortunately we can’t offer you a refund or exchange.

To be eligible for a return, your item must be unopened, unused and in the same condition that you received it. It must also be in the original packaging with all original seals intact. If the product has been opened and sampled and you don't like it or want something else, we cannot take it back as it is then unsalable.

All free items given in orders must also be returned. If the free item is missing from your return then the RRP of the free item will be deducted from any refund, this is usually £1.00. Please contact us for more information.

International Orders: All import duty, customs charges, taxes and VAT are the responsibility of the buyer to pay. Apex Supplements will not accept any returns for international orders due to buyers not paying import duty, customs charges, taxes or VAT.

If any product seals have been broken/opened then we cannot accept any returns for these items.

Sale items are exempt from being returned. This includes any short dated stock.

If items returned are part of a "Bundle Offer", then all items as part of this bundle have to be returned. We cannot accept returns where only part of a bundle is returned.

If an item is returned to us by the customer or by failure to receive the parcel there will be a returns fee applicable of either £2.99 or £6.99 depending on which delivery service was used. If you require any clarification prior to purchasing a sale item please contact the customer service team.

As stated in our shipping policy, in the rare event that your parcel arrives damaged please ensure you state this when signing for the parcel or ask the courier to return it to us directly. If your order doesn't arrive or incorrect items are received or your item(s) arrive damaged or item(s) are missing from your order, you will need to report this to us within 48 hours of receiving the order, otherwise are unable to rectify it. You will need to provide photographic evidence of your order contents, original postage packaging materials (showing damage if applicable) and invoice (if applicable) and email them to hello@apexsupplements.co.uk where we can then rectify the issue. If the items or packaging have been thrown away we will not be able to take claims any further. If we do request that your damaged item is to be returned, we ask that you do this within 14 days of a returns label being issued. Any damaged returns received after this time cannot be resolved.

To complete your return, we have to have received the item(s) before any refund/exchange can be processed.
Please do not send your purchase back to the manufacturer.

Apex Supplements Ltd is not responsible for ingredient compliance laws in countries other than the UK and it is the responsibility of the buyer to check these before ordering.

Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days. Postage fees are non-refundable and will be deducted from the refund amount. Payment processing fees will be deducted from the refunded amount.

Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at hello@apexsupplements.co.uk quoting your order number and any additional useful information.

Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at hello@apexsupplements.co.uk with your order number and the reason for the exchange, we will respond with our return address details and next steps.

Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.

Shipping
To return your product, please email hello@apexsupplements.co.uk with your order number and the reason for the return, we will respond with our return address details and next steps.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item over £50, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.