Refund policy
Returns and withdrawal — we are here to help
Would you like to return a product or withdraw from your purchase? We respect your rights and will help you through the process. You can submit your request through Shopify or contact us directly. Even if you purchased as a guest, you can use Shopify with your purchase email and a verification code — no prior registration or password is needed.
Request a return or cancellation
- Open the link above and enter the email address used for your purchase.
- Enter the six-digit verification code sent to that email address.
- Select your order and the items concerned. You select the order from your list; you do not need to enter its number.
- Choose the available return or cancellation option, complete the form and submit your request. The options shown depend on the order status and applicable rules.
After you submit your request, Shopify sends a confirmation email. We will help you with the next steps and return instructions. The confirmation acknowledges your request; it is not a confirmation that a refund or cancellation has already been completed.
If your order or the appropriate option is missing, you cannot access your email, or the service is unavailable, send a clear withdrawal statement to contact@apexone.shop or to the postal address below. If possible, include your order number and the items concerned. You may also use these alternatives directly, without signing in to Shopify.
You do not need to give a reason or obtain our approval to exercise your statutory right of withdrawal. Simply send your clear statement before the applicable deadline. The details of your rights and return arrangements are set out below.
Extra help for EU customers: returns of unopened goods
Have you decided to return a product you have not unpacked? At your request, we will arrange the return shipment and prepare a return label, using our transport rates. We will help you at every step. Before booking, we will tell you the actual transport cost for your approval. We will deduct the agreed actual cost from your refund.
This additional service is available to customers in the European Union for goods that have not been unpacked. Unpacking a product does not, in itself, remove your statutory right of withdrawal. The ordinary return arrangements are explained below.
Instructions on the Right of Withdrawal
Introduction
The statutory right of withdrawal described below applies only to consumers. A consumer is any natural person who enters into a legal transaction for purposes that are wholly or mainly outside that person’s trade, business, craft or profession.
Right of withdrawal
You have the right to withdraw from this contract within 14 days without giving any reason.
The withdrawal period will expire after 14 days from the day on which you, or a third party other than the carrier and indicated by you, acquires physical possession of the goods.
To exercise your right of withdrawal, you must inform us of your decision to withdraw from this contract by means of a clear statement, for example by post or by e-mail.
You may contact us at:
Apex One S.A.
Miedziana 7
55-003 Nadolice Wielkie
Poland, EU
E-mail: contact@apexone.shop
Phone: +48 535 409 321
You may use the model withdrawal form set out below, but this is not obligatory.
To meet the withdrawal deadline, it is sufficient for you to send your communication concerning your exercise of the right of withdrawal before the withdrawal period has expired.
Effects of withdrawal
If you withdraw from this contract, we will reimburse to you all payments received from you, including the costs of delivery, except for any supplementary costs resulting from your choice of a type of delivery other than the least expensive type of standard delivery offered by us.
We will make the reimbursement without undue delay and no later than 14 days from the day on which we are informed about your decision to withdraw from this contract.
We may withhold reimbursement until we have received the goods back, or until you have supplied evidence of having sent back the goods, whichever is the earlier.
We will make the reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise. In any event, you will not incur any fees as a result of the reimbursement.
You must send back the goods or hand them over to us without undue delay and in any event no later than 14 days from the day on which you communicate your withdrawal from this contract to us. The deadline is met if you send back the goods before the period of 14 days has expired.
Return costs for non-defective goods
If you exercise your statutory right of withdrawal in relation to non-defective goods, you bear the direct cost of returning the goods.
For goods that can normally be returned by parcel post, you bear the direct return shipping costs.
For certain oversized motion platforms that cannot normally be returned by parcel post and are delivered in transport crates or by dedicated freight transport, including in particular the QS-S25, QS-S35 and QS-V20, you bear the direct cost of return.
For oversized goods which, by their nature, cannot normally be returned by parcel post and which are delivered in transport crates or by dedicated freight transport, you bear the direct cost of return.
Unless we expressly agree otherwise in writing, return transport for non-defective goods that are returned by freight must be organised by you and at your expense. Upon request, Apex One Shop may assist in arranging the return transport as a practical courtesy only. Such assistance does not constitute an agreement by Apex One Shop to pay for, reimburse or otherwise assume any return transport costs.
Diminished value
You are only liable for any diminished value of the goods resulting from handling other than what is necessary to establish the nature, characteristics and functioning of the goods.
Exclusion of the right of withdrawal
The right of withdrawal does not apply to contracts for the supply of goods that are made to the consumer’s specifications or are clearly personalised.
Practical return instructions for non-defective goods
To help us process your return efficiently, please submit your request through the Shopify link above or contact contact@apexone.shop before sending the goods back. For an email request, please include your order number, the item(s) concerned and the date of receipt where possible. If you have already submitted the request through Shopify, you do not need to send the same statement again by email.
This prior contact is not a condition for validly exercising your statutory right of withdrawal, but it helps us process the return faster and provide the correct return instructions.
Please return the goods, where possible, in the original packaging with all accessories, manuals and packaging components. If the original packaging is no longer available, please use suitable protective packaging to avoid transport damage.
Please do not send returns freight collect unless we have expressly agreed to this in advance.
The return address is:
Apex One S.A.
Miedziana 7
55-003 Nadolice Wielkie
Poland, EU
Damaged, defective or incorrect items
Please inspect your order upon delivery and contact us immediately if the item is defective, damaged in transit or if you have received the wrong item.
In such cases, please contact us at contact@apexone.shop and, if possible, include a short description of the issue, your order number and photos of the product and packaging.
If the goods are defective, damaged or not the goods ordered, this does not fall under the ordinary withdrawal return procedure for non-defective goods. In such cases, we will review the issue and, where the claim is justified, we will arrange a return at our cost or reimburse the reasonable return shipping costs.
Nothing in this policy limits your statutory rights in relation to non-conforming goods.
Model Withdrawal Form
If you wish to withdraw from the contract, you may complete and send this form, but its use is not mandatory.
To:
Apex One S.A.
Miedziana 7
55-003 Nadolice Wielkie
Poland, EU
E-mail: contact@apexone.shop
I/We () hereby give notice that I/We () withdraw from my/our (*) contract of sale of the following goods:
Ordered on () __________________ / received on () __________________
Name of consumer(s): ____________________
Address of consumer(s): ___________________
Signature of consumer(s) (only if this form is notified on paper): _______________________
Date: __________________________
(*) Delete as appropriate.