Refund policy

Refunds, Returns & 120-Day Guarantee

At ApexMy, we want you to feel confident before, during, and after your purchase.

If your order arrives damaged, your device develops a manufacturing defect, or you are not satisfied with your experience, please contact our support team before returning anything.

We will review your request fairly and provide clear instructions for the next step.

Customer Support: contact@apexmy.net

1. Order Changes and Cancellations

Requests to cancel an order or change its products, quantity, or shipping address must be submitted within 2 hours of purchase.

Email contact@apexmy.net with your order number and the requested change.

After this period, the order may already be processing or prepared for shipment, and we may no longer be able to modify or cancel it.

Submitting a request within two hours does not guarantee cancellation if the order has already been dispatched, but our team will make every reasonable effort to assist you.

Customers are responsible for reviewing their shipping information before completing checkout. ApexMy is not responsible for delivery problems caused by an incomplete or incorrect address submitted by the customer.

2. ApexMy 120-Day Guarantee

The ApexMy guarantee begins on the date your order is marked as delivered by the shipping carrier.

It is divided into two periods:

Days 1–7

Unconditional Satisfaction Guarantee

Days 8–120

Performance and Manufacturing Defect Guarantee

The requirements for each period are explained below.

2.1. Seven-Day Unconditional Satisfaction Guarantee

You may request a return for any reason within 7 calendar days after delivery.

During this period, you do not need to prove that the product is defective or that you followed the eight-week protocol.

Opened or tested products may be accepted under this guarantee, provided that:

The request is submitted within the seven-day period.
The product is returned with its main components and accessories.
The product has not been intentionally damaged, modified, or misused.
The customer provides the order number or other proof of purchase.
The return is sent only after receiving authorization and instructions from ApexMy.

Customers are responsible for return shipping costs for satisfaction-based returns. Original shipping charges are non-refundable.

Once the authorized return has been received and inspected, the eligible product purchase price will be refunded to the original payment method.

2.2. Days 8–120: Performance Guarantee

After the first seven days, customers may still request a refund if ApexMy Drive Pro™ does not meet their expectations after properly completing the recommended protocol.

To qualify, the customer must:

Complete the full 8-week ApexMy protocol.
Use the device for approximately 15 minutes, 3 times per week.
Follow the positioning, intensity, and usage instructions supplied with the product.
Maintain reasonable evidence of consistent use.
Submit the request no later than 120 calendar days after delivery.
Return the device and its main components when instructed.

Acceptable evidence may include:

A completed ApexMy usage log or progress tracker.
Dated session notes.
Records from the device’s counter or display, when applicable.
Photos or videos showing the condition and operation of the device.
Other reasonable documentation requested by our support team.

ApexMy will never ask customers to submit intimate photographs or videos.

The evidence is used only to confirm that the complete protocol was followed consistently. It does not need to show the product being used on the body.

Customers are responsible for return shipping costs for performance-based claims. Original shipping fees are non-refundable.

Change-of-mind returns that do not meet these conditions are not eligible after the initial seven-day period.

2.3. Manufacturing Defects During the 120-Day Period

ApexMy Drive Pro™ is protected against verified manufacturing defects for 120 days after delivery.

Examples may include:

The device does not power on.
The device cannot hold a charge under normal use.
A button, display, motor, or stimulation function stops operating.
An adjustable component fails during normal use.
The customer receives a device with a manufacturing-related physical defect.

To submit a claim, email contact@apexmy.net with:

Your full name.
Your order number.
A description of the problem.
Clear photos or a short video demonstrating the issue, when possible.

If the defect is approved, ApexMy will normally provide a replacement at no additional product or shipping cost.

If an appropriate replacement is unavailable, we may issue a refund to the original payment method.

Complimentary replacement coverage is limited to one approved replacement per order. Additional situations will be reviewed individually.

3. Products Damaged in Transit, Incorrect Items or Missing Parts

Please inspect your order shortly after delivery.

The product arrived damaged.
You received the wrong product.
A component or accessory was missing.
The package arrived with signs of serious transit damage.

Email contact@apexmy.net with your order number and clear photographs of:

The external shipping package.
The shipping label.
The product and packaging contents.
The damage, incorrect item, or missing-component area.

Approved claims will receive a free replacement for the affected product or component.

Do not discard the product or packaging until our support team has completed its review.

4. How to Request a Return or Refund

To begin a claim, email:

contact@apexmy.net

Include:

Your full name.
Your order number.
The email address used for the purchase.
The reason for the request.
Supporting photos, videos, or usage records when applicable.

Our team will review the request and provide:

Confirmation of eligibility.
The authorized return address.
Packaging instructions.
Any required return-reference information.

Do not return the product to the address shown on the original shipping package.

Returns must be sent to the warehouse address provided by our support team. Products returned without authorization, to an intermediary shipping facility, or to an unauthorized address may not be received or refunded.

Customers should use a trackable shipping method and retain the receipt and tracking number until the claim is completed.

5. Return Shipping Costs

ApexMy covers return or replacement shipping when the approved claim involves:

A manufacturing defect.
A product damaged during transit.
An incorrect item.
Missing components caused by our fulfillment process.

The customer is responsible for return shipping when the request involves:

The seven-day satisfaction guarantee.
A qualified non-result claim under the performance guarantee.
A personal change of mind.
An incorrect address submitted during checkout.
Refusal or failure to collect a correctly shipped package.

Original shipping charges and expedited delivery fees are non-refundable unless the problem was caused by ApexMy.

6. Refund Processing

After an authorized return is received, our team will inspect it and confirm the outcome by email.

Approved refunds are issued to the original payment method.

ApexMy normally processes an approved refund within 5 business days after the return is accepted. Your bank, card issuer, or payment provider may require additional time before the credit appears in your account.

We cannot redirect a refund to a different card, bank account, or payment method.

7. Lost Packages

A package may be considered lost when the carrier confirms that it cannot be located or when tracking shows no delivery after the applicable investigation period.

If your package is confirmed as lost in transit, ApexMy will offer one of the following:

A replacement shipment at no additional product cost.
A refund to the original payment method.

Contact contact@apexmy.net so our team can open or assist with the carrier investigation.

ApexMy is not responsible for loss or failed delivery caused by:

An incorrect or incomplete address entered by the customer.
Failure to collect the package from a carrier or pickup location.
Refusal of delivery.
Delivery restrictions not disclosed before purchase.

When a package is returned to ApexMy because of an address issue or failure to collect it, the customer may be required to pay a new shipping fee before it is resent.

8. Packages Marked as Delivered but Not Located

If tracking shows that the package was delivered but you cannot locate it:

Check with other members of your household.
Check entrances, reception desks, mailrooms, parcel lockers, and safe-drop locations.
Contact the carrier or local delivery office.
Email ApexMy within 7 days of the recorded delivery date.

We will assist with the available carrier information and review the circumstances.

Packages stolen or misplaced after confirmed delivery are not automatically eligible for a full refund. Depending on the investigation, ApexMy may offer a replacement, partial credit, or another reasonable resolution at its discretion.

9. Items Not Covered

The 120-day guarantee does not cover:

Accidental damage.
Intentional damage or abuse.
Damage caused by improper storage or cleaning.
Damage caused by liquids when the product is not designed for immersion.
Unauthorized repairs, modifications, or disassembly.
Normal cosmetic wear that does not affect operation.
Lost or discarded devices or accessories.
Claims submitted after the applicable deadline.
Failure to complete or document the protocol for a non-result claim.
Products purchased from unauthorized third-party sellers.
Multiple refund or replacement claims involving the same order.
Fraudulent, altered, or misleading documentation.

Nothing in this policy limits consumer rights that cannot legally be waived under applicable law.

10. Contact ApexMy

Questions about a return, refund, replacement, delivery, or guarantee claim can be sent to: