Refund & Return Policy

(Because sometimes the journey needs a reset.)

At APAX GEAR, we work hard to send you equipment that’s worthy of big summits, long trails, late nights on the patio, and everything in between. But if something shows up that isn’t right, we’re not going to leave you stranded.

This page lays out exactly how refunds and returns work with us—clear, honest, and no drama.

1. Return Window

You have 30 days from the day your order is marked as delivered to request a return.

If 30 days have passed, the gear is officially part of your story. At that point, we generally cannot offer a refund or exchange.

2. Eligibility for a Refund

To qualify for a refund, your item must:

Be unused and in the same condition that you received it
Be in the original packaging (box, bag, tags, manuals, etc., where applicable)
Include proof of purchase (order number or confirmation email)

If it looks like it’s been on a full expedition already, we may not be able to accept it.

3. Non-Returnable Items

For safety, hygiene, or practical reasons, some items cannot be returned, including but not limited to:

Used first aid kits
Opened earbuds or in-ear audio products
Items showing clear signs of heavy use, abuse, or modification
Gift cards or promotional items

If you are unsure whether your item can be returned, reach out before you send it back—we are happy to clarify.

4. Damaged, Defective, or Wrong Item

If your gear arrives:

Damaged,
Defective, or
Not what you ordered (wrong item, wrong variant, etc.),

Your order number
Clear photos of the item and packaging
A brief description of the issue

We will investigate and, if confirmed, we will replace the item or refund you. Our goal is always simple: make it right.

5. How to Start a Return

Contact us
Email our support team with:
- Name
- Order number
- Item(s) you want to return
- Reason for the return
Wait for instructions
We will respond with return approval (if applicable) and the correct return address or label.
Ship the item back
- Pack the item securely in its original packaging.
- Include your order number inside the package.
- Use a trackable shipping service whenever possible.

Please do not send items back without contacting us first; unannounced returns may be delayed or rejected.

6. Return Shipping Costs

If the return is due to our mistake (wrong item, defect, damage on arrival), we’ll cover or reimburse reasonable return shipping.
If the return is due to change of mind, wrong size chosen, or similar reasons, you are responsible for the return shipping cost.

We aim to be fair and transparent. We ask the same from our customers.

7. Refund Processing

Once your return is received and inspected, we will:

Notify you that we have received your returned item.
Inform you of the approval or rejection of your refund.
If approved, your refund will be processed back to your original payment method.

Please allow 5–10 business days (depending on your bank or card provider) for the refund to appear. We do our part quickly, but banks move at their own pace.

8. Late or Missing Refunds

If you have not received your refund yet:

Check your bank or card account again.
Contact your credit card company or bank; it may take some time before a refund is officially posted.
If you’ve done all of this and still see nothing, contact us with your order details and we will help track it down.

9. Exchanges

Need a different color or model?

In most cases, we handle size/model changes as a return + new order to keep inventory and tracking clean.
If you received a defective or incorrect item, we will arrange a replacement where possible instead of making you reorder.

We will always try to find the simplest, fairest path.

10. Sale Items & Promotions

Regular-priced items are eligible for refunds under this policy.
Sale items or items purchased during certain promotions may be final sale, depending on the offer.
Any exceptions will be clearly marked on the product page or at checkout.

If you are not sure, ask before you buy or before you return.

11. Gifts

If you received APAX GEAR as a gift:

If the order was marked as a gift and shipped directly to you, we may be able to issue a store credit instead of refunding the original buyer.
If the order was not marked as a gift, refunds will go back to the original payment method used by the purchaser.

Either way, we will do our best to help without turning the situation into family drama.

12. Our Heart Behind This Policy

We believe in:

Integrity over shortcuts
Clarity over fine print traps
Stewardship over waste

We price our gear fairly, we choose products we believe in, and we stand behind what we send out. This refund policy is our attempt to walk in that same spirit—protecting both you as a customer and the sustainability of the brand.

If something isn’t right, talk to us.
If something is fair, we will say yes.
If something isn’t, we will explain why.

If you have any questions about this Refund Policy, or you’re just unsure what your next step should be, reach out to us. We are here to help you keep climbing, traveling, exploring—and doing it with gear you actually trust.