Returns & Guarantee Policy

This Returns & Guarantee Policy explains how returns, refunds, and our 30-Day Money-Back Guarantee work for orders placed through our website.

Who We Are & How Orders Are Fulfilled

Platform Operator: In this policy, “we,” “us,” and “our” refer to Apex Media Management (Company Number 34635 incorporated in the United Arab Emirates), with registered office at Apex Media Management FZCO, Dubai Silicon Oasis, DDP Building A1, Dubai, United Arab Emirates, that operates this website, markets the products, and collects order information.

Distribution Party: Depending on where you choose to ship your order, your order request is routed to an authorised Distribution Party that processes, fulfils, and ships your order.

Consistency Across All Distribution Parties: Regardless of which Distribution Party fulfils your order, this Returns & Guarantee Policy applies consistently to all orders placed through our website. Return and refund decisions for orders placed through our site will be handled in line with this policy.

Identifying the Distribution Party: The Distribution Party responsible for fulfilling your order will be identified at checkout and in your order confirmation.

1. Return & Guarantee Timeframes

1.1 30-Day Request Period
You must contact us to request a return or guarantee claim within 30 days of the date your order is delivered (the “30-Day Period”).

1.2 Return Shipping Deadline (After Approval)
If your return is approved, you must send the item(s) back within 14 days of receiving your return authorisation instructions (unless we instruct you not to return the product).

1.3 Returns Outside the Window
Any return made outside the timeframes above may not be accepted.

2. Standard Returns (Unopened / Unused Items)

2.1 Eligibility (Standard Returns)
Standard returns apply when you ordered the wrong product, changed your mind, or no longer need the item. Returned items must be in their original condition and packaging and unused. Under no circumstances should items be used.

We reserve the right to refuse a refund on any item which has been opened, damaged, dirtied, in un-saleable condition or which has not been returned in line with the specified returns procedure.

2.2 Return Shipping Costs (Standard Returns)
All standard returns are at your own expense.

2.3 Refund Amount (Standard Returns)
If approved, you will receive a refund for the purchase price of the returned item(s). Shipping costs are excluded from refunds.

3. 30-Day Money-Back Guarantee (Satisfaction Guarantee)

We offer a 30-Day Money-Back Guarantee to let you try our product(s).

3.1 What the Guarantee Covers
Within the 30-Day Period, if you are not satisfied, you may request a refund under this guarantee even if the product has been opened and reasonably tried, provided that your claim meets the conditions below.

3.2 What “Reasonably Tried” Means (Used as Directed)
To qualify for the Money-Back Guarantee, the product must have been used:

consistently in line with the recommended daily serving size / directions for use, and
only to a reasonable extent for evaluation, and
not excessively or in a way that goes beyond trying the product as intended.

3.3 Multi-Unit Orders (Important)
If you purchase multiple units of the same product in one order, the Money-Back Guarantee applies to a maximum of one opened unit per product per order.

Any additional units must be unopened and unused to be eligible for a refund.
If multiple units are opened, we may limit or refuse Money-Back Guarantee refunds for those opened units.

3.4 What You May Need to Return
Depending on the product type and safety/hygiene considerations, we may:

ask you to return the product (including any remaining product and original packaging), or
instruct you not to return the item and instead provide information/photos and dispose of it.

If we instruct you not to return the product, you must follow those instructions to remain eligible for a refund.

3.5 Limits to Prevent Abuse
We reserve the right to limit Money-Back Guarantee claims in cases of suspected misuse, including (for example) repeated claims by the same customer/household, or claims that appear inconsistent with reasonable trial or the multi-unit limit in Section 3.3.

3.6 Return Shipping Under the Money-Back Guarantee
Unless the item is confirmed as defective, damaged, or incorrect (see Section 4), return shipping for Money-Back Guarantee claims is at your own expense.

4. Defective, Damaged, or Incorrect Items

4.1 Defective or Damaged on Arrival / Incorrect Item
If your item arrives defective, damaged, or you receive the wrong item, contact us as soon as possible and within the 30-Day Period. We may request photos and/or additional information to help resolve the issue quickly.

4.2 Our Resolution Options
If an item is confirmed defective, damaged, or incorrect, we may offer (at our discretion):

a replacement, or
a refund (full or partial), or
another appropriate remedy.

4.3 Return Shipping for Defective/Incorrect Items
For confirmed defective, damaged, or incorrect items, we will provide an appropriate return process (which may include covering reasonable return shipping costs or providing an alternative process), unless we instruct you not to return the item.

5. Items Not Eligible for Refund

The following are not eligible for a refund:

items returned outside the timeframes in Section 1
items returned without following the returns/claims procedure in Section 6
items returned opened/used under a standard return (Section 2)
items that are returned damaged, dirtied, or in an un-saleable condition (unless confirmed as defective/damaged/incorrect)
items used in a way that is inconsistent with reasonable trial for the Money-Back Guarantee (Section 3), including excessive use or use that is not consistent with the recommended daily serving size/directions
Money-Back Guarantee claims on multiple opened units beyond the limit in Section 3.3

6. How to Make a Return or Guarantee Claim

6.1 Start Your Request
Contact our support team with:

your order number
the item(s) you want to return
the reason for the return/claim
photos if the product is defective/damaged/incorrect (if applicable)

6.2 Return Instructions & Address
Return instructions and the return address will be provided in your return authorisation. The return address may also be stated on the note dispatched with your order.

6.3 Proof of Return (Tracked Shipping Recommended)
We strongly advise returning items using tracked shipping as proof of return. If your returned items are not received, a refund cannot be processed unless you can provide proof of return.

7. Refund Processing

7.1 Timing
If your return or claim is approved, your refund will be processed within 30 days of receiving the returned goods, or within 30 days of approval if we instruct you not to return the item.

7.2 Method
Refunds are issued to the original payment method where possible. Your bank or payment provider may take additional time to post the refund.

7.3 Shipping Costs
Shipping costs are excluded from refunds, except where we confirm the item is defective/damaged/incorrect or we have agreed to cover return shipping.

8. Customs Refusals / Rejected Deliveries (International Orders)

A refusal to pay for customs duties, clearance fees, or taxes in your country—and therefore a rejection of the order initiated by you—will be treated as a customer-initiated return. All associated costs to return the order will be at your own expense, and any refund will be reduced by any costs incurred in recovering/returning the shipment.

9. Our Right to Refuse Returns

We reserve the right to refuse a refund where items are not returned in line with this policy and the specified returns procedure, including where items are opened/used under a standard return, returned in an un-saleable condition, returned outside the defined timeframes, where proof of return cannot be provided for missing returns, or where the Money-Back Guarantee is used in a way that is inconsistent with reasonable trial or the multi-unit limits in Section 3.

If you purchase multiple units of the same product, we recommend trying one unit first before opening others.