Refund, Return & Warranty Policy
Order Cancellation
After you place an order, we generally process it within 2 business days.
You may request to cancel your order within 24 hours of placing the order, provided that the order has not already been processed or shipped.
If you request cancellation before the order is shipped and the cancellation request is made within the applicable cancellation period, we will make reasonable efforts to cancel the order. Once an order has been shipped, it may no longer be eligible for cancellation and may instead be subject to our return policy.
To request an order cancellation, please contact us at support@apexnomadusa.com as soon as possible.
30-Day Return Policy
We offer a 30-day return policy, which means you have 30 days from the date you receive your item to request a return.
To be eligible for a return, the item must be returned in substantially the same condition in which you received it, including:
- Unworn and unused;
- Free from damage, stains, odors, or other signs of use;
- With all original tags and accessories, where applicable;
- In its original packaging, where reasonably possible; and
- In a condition that does not prevent the item from being resold.
You will also need to provide your order number, receipt, or other proof of purchase.
Opened Packaging
Opening the package to inspect the product does not automatically make the item ineligible for return.
However, returned products must remain in substantially the same condition as received and must not have been used in a manner that affects their condition or resale value.
For products such as tents and outdoor equipment, setting up, using, camping with, or otherwise substantially using the product may make it ineligible for a standard customer-remorse return. Products with dirt, stains, odors, damage, missing components, or excessive signs of use may be subject to a reduced refund or may not be accepted.
If you have questions about whether your item is eligible for return, please contact us before sending it back.
Return Shipping
Defective, Damaged, or Incorrect Items
If you receive an item that is defective, damaged during shipping, or different from the item you ordered, please contact us as soon as possible.
If the issue is confirmed to be caused by us or occurred during shipping, we will cover the reasonable return shipping costs and provide appropriate instructions for returning the item.
Depending on the circumstances, we may provide a replacement, partial replacement, full replacement, or refund.
Customer Remorse
If you purchased the wrong item, the item does not meet your personal preferences, you ordered the wrong size or model, or you simply no longer want the item, the return is considered a customer-remorse return.
For customer-remorse returns, the customer is responsible for the actual return shipping costs.
The return shipping cost will depend on the carrier and shipping service selected.
Any original shipping charges paid at the time of purchase may be non-refundable unless otherwise required by applicable law.
How to Initiate a Return
To initiate a return, please contact us at:
support@apexnomadusa.com
Please include your:
- Order number;
- Name;
- Item(s) you would like to return;
- Reason for the return; and
- Photos or other supporting information if the item is damaged, defective, or incorrect.
We will review your return request and generally process it within 48 hours.
U.S. Return Address
For returns within the United States, the designated return address is:
2708 Chico Ave
South El Monte, CA 91733
United States
Please do not send any return package until your return request has been approved by us.
Do not send returns to the original shipping address or to any other address unless specifically instructed by our customer service team.
We are not responsible for packages sent to an unauthorized or incorrect return address.
Return Instructions
If your return is approved, we will provide you with return instructions by email.
For eligible returns where we are responsible for the return shipping cost, we may provide a return shipping label or reimburse reasonable return shipping costs, depending on the circumstances.
Items returned without first obtaining return authorization may be refused or may not be eligible for a refund.
Once we receive your returned item, we will inspect it to determine whether it meets the applicable return conditions.
Damages and Issues
Please inspect your order as soon as you receive it.
If you receive a product that is defective, damaged, or incorrect, please contact us promptly at support@apexnomadusa.com and provide photos or other relevant information when possible.
Please do not use a product that appears to be defective or damaged before contacting us, as continued use may affect our ability to determine the cause of the issue.
We will review the situation and, where appropriate, provide a replacement, partial replacement, full replacement, repair, or refund.
Non-Returnable Items and Exceptions
Certain products or purchases may not be eligible for return, including:
- Products that have been substantially used or damaged after delivery;
- Products with missing parts, accessories, tags, or packaging where such items are necessary for resale;
- Products damaged as a result of improper use, misuse, or failure to follow care instructions;
- Customized or personalized products, unless defective or otherwise required by applicable law;
- Gift cards; and
- Certain final-sale or clearance items, where clearly identified as non-returnable at the time of purchase.
If you are unsure whether your purchase is eligible for return, please contact us before sending the item back.
Nothing in this policy limits any rights you may have under applicable consumer protection laws.
Exchanges
If you would like to exchange an item for a different product, size, or model, the fastest way is generally to return the original item in accordance with this policy and place a separate order for the item you want.
Once the original return has been approved and processed, we will issue any applicable refund in accordance with our refund policy.
European Union – 14-Day Right of Withdrawal
If you are a consumer located in the European Union and your purchase is subject to the EU consumer right of withdrawal, you generally have the right to cancel your purchase within 14 days after receiving the goods, without providing a reason.
The 14-day withdrawal period may be subject to applicable statutory exceptions.
When exercising your right of withdrawal, you should take reasonable care of the goods. Products should be returned in substantially the same condition in which they were received.
Where permitted by applicable law, you may be responsible for the direct cost of returning the goods.
Nothing in this section is intended to limit any mandatory consumer rights provided by applicable EU or national law.
Warranty Policy
We provide a 1-year limited warranty on eligible products purchased directly from apexnomadusa.com, beginning on the date of delivery.
This warranty covers manufacturing defects in materials and workmanship that occur under normal and intended use during the warranty period.
If a manufacturing defect is confirmed, we may, at our discretion and as appropriate:
- Repair the product;
- Provide replacement parts;
- Provide a partial replacement;
- Replace the product; or
- Provide a refund.
The specific remedy will depend on the nature and severity of the defect and the circumstances of the claim.
Warranty Exclusions
The warranty does not cover damage caused by:
- Negligence;
- Misuse or abuse;
- Improper installation, setup, or use;
- Failure to follow product instructions or care instructions;
- Normal wear and tear;
- Accidents;
- Natural disasters or extreme environmental conditions;
- Burns or heat damage;
- Cuts or punctures;
- Tears;
- Abrasions;
- Scratches;
- Stains or watermarks;
- Indentations;
- Pet damage;
- Improper storage or maintenance; or
- Other damage not caused by a manufacturing defect.
The warranty also does not cover damage resulting from unauthorized modifications, alterations, repairs, or other changes to the product, unless we have provided prior written approval.
Products Not Covered by This Warranty
This warranty does not apply to:
- Products not purchased through apexnomadusa.com or from an authorized seller;
- Products covered by a separate manufacturer or product-specific warranty; or
- Products that have been materially modified or repaired without our authorization.
Proof of purchase may be required for warranty claims.
Refunds
Once we receive and inspect your returned item, we will notify you whether your refund has been approved or rejected.
If your refund is approved, we will issue the refund to your original payment method.
We generally process approved refunds within 10 business days after the return has been approved.
Please note that your bank, credit card company, or payment provider may require additional time to process and post the refund to your account.
If more than 15 business days have passed since we approved your refund and you have not received it, please contact us at: support@apexnomadusa.com
Contact Us
If you have any questions regarding returns, refunds, exchanges, or warranty claims, please contact us at:
Email: support@apexnomadusa.com
U.S. Return Address:
2708 Chico Ave
South El Monte, CA 91733
United States
Please note that the return address is provided for authorized returns only. Do not send products to this address before receiving return authorization from our customer service team.
