Refund policy
Apex Titanium – Return & Refund Policy
We want you to feel confident when shopping with us. Below is our complete return and refund policy, designed to be clear, fair, and transparent:
Standard Return Window
We offer a 100-day return policy for items that arrive damaged or faulty. This means you have up to 100 days from receiving your item to request a return, subject to the conditions below.
Eligibility for Return
To be eligible for a return:
The item must be unused, in its original packaging, and in the same condition as received.
You must provide proof of purchase (e.g. order number or confirmation email).
Return requests must be submitted in advance by emailing: support@apexiqo.com.
Items returned without prior approval will not be accepted.
Customers are responsible for the cost of return shipping. We do not provide prepaid return labels.
Refund Processing
Once your return is received and inspected, we will notify you of the outcome. If approved:
A full or partial refund (depending on the item’s condition) will be issued to your original payment method within 10 business days.
Where refunds are accepted, a 15% restocking fee will apply.
Please allow additional time for your bank to process the transaction.
Important Exceptions
We do not accept returns or issue refunds for the following:
Sale or discounted items
All promotional or clearance items are final sale and not eligible for return or refund. This is clearly stated at checkout and on our website. However, if sale items arrive damaged or faulty, we will offer a replacement
Items returned without prior approval
Digital downloads, free gifts, or gift cards
Subjective issues like personal preferences or cosmetic variations (see below)
Cosmetic surface marks caused during normal use - such as knife marks or visible wear - are not considered a product defect and therefore are not eligible for a refund.
Custom or made-to-order items, unless damaged or defective
Made-to-Order Product Notes
Each Apex Titanium product is:
Hand-crafted to order from Grade 1 Japanese titanium
May display slight surface colour or texture differences, which are natural and aesthetic only
May vary slightly in size due to the bespoke production process.
May vary slightly in shape due to the bespoke production process.
Parts such as handles etc Vary slightly from imagery due to the bespoke production process.
These are not considered defects and are not grounds for return.
Cancellations/Orders Placed in Error
Due to our commitment to fast and efficient fulfilment, we are unable to accept order cancellations once an order has been processed. In exceptional cases, we may be able to intercept an order if notified very shortly after purchase, but this cannot be guaranteed.
We’ll always do our best to assist where possible, but once fulfilment has begun, cancellations are no longer possible.
European Union Customers
If your order is delivered to the EU, you have the right to cancel within 14 days under the Consumer Contracts Regulations.
This applies only to unused, undamaged items in original packaging.
However, once an order is processed, cancellations cannot be guaranteed — especially due to our rapid fulfilment times.
Partial Refunds
If a partial refund or discount is provided, the order is no longer eligible for the 100-day return guarantee, as a resolution has already been offered.
Damaged or Incorrect Items
If your order is incorrect or arrives damaged, please email us at support@apexiqo.com with photos as soon as possible so we can resolve the issue quickly.
Please note: Items affected by our ongoing brand transition (such as minor design updates or logo variations) do not qualify under this policy, as these changes are cosmetic and clearly outlined in policy pages.
Questions?
We’re here to help. For any return or refund inquiries, please contact us at:
📧 support@apexiqo.com