Contact APEX before returning a product. We handle requests directly, including orders paid for outside this website.
Unopened products: 14-day request window
You may request a return or exchange within 14 calendar days of receiving your order. Products must be unopened, unused and in their original packaging. Send the order number, product details and reason for your request so we can review eligibility and provide return instructions.
Do not ship a return until APEX has approved the request and provided the return destination and handling instructions. Returning a product without instructions may delay review.
Opened products and random samples
Opened or used products are not eligible for a change-of-mind return. This does not prevent you from reporting a damaged, defective, missing or incorrectly supplied item.
The sample pack is sold as a random assortment. Images and example names do not promise particular profiles; a preference for a different aroma or the absence of a specific profile does not by itself mean the pack was incorrectly supplied. Unopened-pack requests may still be reviewed under the return conditions above.
Damaged, missing or incorrect items
Contact us as soon as you discover a problem. Include your order number, product or batch details and photos of the item, packaging and shipping label where relevant. Keep the packaging while we review the issue.
APEX will discuss an appropriate resolution after reviewing the details. Do not return a damaged or leaking item without specific handling and shipping instructions.
Return shipping and fees
For an approved change-of-mind return, the customer is responsible for return shipping. For a confirmed defective or incorrectly supplied item, APEX will arrange or agree reasonable return-shipping costs with you. Confirm the return method with us before paying for shipping.
We do not apply an automatic percentage restocking fee. Any proposed deduction from a refund, including a relevant original delivery charge, must be explained before you proceed with the return.
Refund review and processing
We review returned products after they arrive. For an approved refund, allow 7–14 business days for APEX to process the refund after receiving and checking the return. Your bank or payment provider may require additional time to make the funds available.
Because payments are arranged offline, we will confirm the refund method with you, using the original payment arrangement where possible. Do not post bank or other sensitive payment details in public messages.
Order cancellation
Unpaid order submissions can be cancelled by contacting APEX. If you have already paid and the order has not been dispatched, contact us promptly to request cancellation. We will confirm its status and any refund arrangements. Once an order has been dispatched, follow the return process above.
Contact and applicable rights
Contact APEX or WhatsApp +1 213 991 0047 with your order number. This policy does not exclude rights or remedies that cannot lawfully be excluded under applicable law.
