Refund policy

Returns & Exchanges

Due to the nature of our products, we cannot accept returns or exchanges unless the item you purchased is defective or damaged. If you receive a damaged or faulty product, here are the steps for resolution:

1) Report the Issue: Contact us within 7 days of receiving your product to initiate a claim. Please email hello@apaxlab.com with your order number, the description of the issue, and clear photos of the damaged or defective product.

2) Proof of Damage: Submitting photos is essential and will be used to assess the extent of the damage or defect. Please ensure these images are clear and show the issue comprehensively.

3) Review Process: Upon receiving the images and your written complaint, our team will evaluate the evidence. It remains at our discretion to determine if a free replacement can be provided based on the assessment of the reported damage or defect.

4) Outcome & Replacement: If your claim is approved, we will dispatch a replacement product at no additional cost to you. We strive to process all replacement requests promptly to minimise any inconvenience.

Non-Returnable Items

Please note that returns for reasons other than defects or damages (e.g., change of mind, taste preferences, etc.) cannot be accepted.

Contact Us

We're here to help with any questions or concerns regarding our return policy. Please do not hesitate to reach out at hello@apaxlab.com for assistance.

We value your trust and are committed to ensuring that your experience with our products is satisfying and enjoyable. Thank you for understanding our return policy terms and for choosing us for your water mineral concentrate and coffee needs.