Cancellation policy
Cancelling your order
You can cancel your order at any time before it is dispatched. Email info@apexnutrition.co.nz or call 022 628 5442 with your order number as soon as possible. We dispatch within 1–2 business days, so contact us quickly.
If we cancel your order before dispatch, we will refund the full amount, including shipping, to your original payment method. We process refunds within 2 business days of cancelling. Your bank may take a few more days to show the credit.
After dispatch
Once your order has been dispatched, we cannot cancel it. You can return eligible items under our Return & Refund Policy.
Delayed orders
If we cannot dispatch your order within 5 business days, or your delivery is delayed, we will contact you. You can choose to cancel for a full refund.
Changing your order
To change your order (for example, a flavour or the delivery address), contact us before it is dispatched. We will do our best to update it.
When we may cancel
We may cancel an order if a product is out of stock, if a pricing or listing error has occurred, or if we cannot verify the payment. If this happens, we will contact you and refund the full amount to your original payment method.
Return and refund policy
Apex Nutrition is a New Zealand based business. This policy does not affect your rights under the Consumer Guarantees Act 1993 or the Fair Trading Act 1986.
Faulty, damaged or incorrect products
If your product is faulty, damaged, past its expiry date on arrival or not what you ordered, contact us with:
- your order number
- a photo of the product, including the batch number and expiry date
We will arrange a repair, replacement or full refund as required by the Consumer Guarantees Act. We cover return shipping for faulty or incorrect items.
Change of mind
- Returns are accepted within 7 days of delivery.
- Items must be unopened, unused and in original condition with seals intact.
- Return shipping is at your cost.
- We cannot accept change-of-mind returns for taste, texture or mixability once a product is opened.
- Please check the ingredients panel, allergens and dietary information before ordering. For health concerns, talk to your doctor before buying.
Sale, clearance and dated items
- Items marked "Clearance" or "Dated" (near best-before) can be returned for change of mind within 7 days if unopened and in original condition. A 15% restocking fee applies.
- Faulty clearance or dated items are covered by the faulty products section above.
- Gift cards are non-refundable.
Clumping
Some powders clump over time due to moisture. Clumping alone does not affect safety or quality and is not treated as a fault. If you believe your product has spoiled, contact us and we will assess it.
How to return
- Email info@apexnutrition.co.nz or call 022 628 5442 for approval before sending anything back. We cannot process returns sent without approval.
- We will give you the return address and instructions.
- Send the item with your order number enclosed.
Refunds
Once we receive and inspect your return, we will email you. Approved refunds go to your original payment method within 5 business days. Your bank may take a few more days to show the credit.