Refund policy

Return & Refund Policy

Last updated: 1/2/2026
Contact email: apexgridhelp@outlook.es
Return address: Travessia de Sant Pere 12-20, 8, 4d

Returns and Refunds

You have 30 calendar days from the date of delivery to return your purchase.

• The product must be in good condition, with use limited to what is necessary to inspect it.
  
  

• Return shipping costs are your responsibility, unless the item is defective or we made a mistake.
  
  

• Once we receive and inspect the product, we’ll issue your refund to the same payment method used for the purchase.
  
  

Exchanges and Defective Products

If your item arrives damaged or defective, please email us at apexgridhelp@outlook.es within 48 hours of delivery.
We’ll send you a replacement at no additional cost.

Exclusions

For hygiene, customization, or safety reasons, we do not accept returns for:

• Personalized or made-to-order products.
  
  

• Sealed cosmetics and underwear.
  
  

• Food, flowers, or other perishable goods.
  
  

• Digital downloads or software once opened or accessed.
  
  

• Flammable items or hazardous materials.
  
  

Additional Legal Conditions

Right of Withdrawal (EU Customers)

Consumers in the European Union have a legal right of withdrawal of 14 calendar days from the delivery date.
 To exercise this right, you must notify us in writing at apexgridhelp@outlook.es. Once the notice is received, you have another 14 days to send the product back to our return address.

The refund will include the amount paid plus the cost of the cheapest standard shipping method. Return shipping costs are the customer’s responsibility, except in cases of manufacturing defects or errors on our part.

Improper Use and Deductions

Customers are entitled to inspect the product as they would in a physical store.
If the item shows excessive use, damage, missing accessories, or deteriorated packaging, we may apply a proportional deduction from the refund.
In severe cases (items no longer suitable for resale), the deduction may be up to 100% of the value.

Defective Products on Delivery

If you receive a defective or damaged product, you must notify us within 48 hours of receipt, providing photos or videos to apexgridhelp@outlook.es.
Once the defect is confirmed, we’ll cover the return costs and you can choose between repair, replacement, or refund.

Refunds

• Refunds are issued to the same payment method used for the original purchase.
  
  

• Within the EU: refunds are processed within 14 days from the withdrawal notice (we may wait until we receive the item or proof of shipment).
  
  

• Outside the EU: refunds are processed once we receive and inspect the returned product.
  
  

Withdrawal Form (EU)

(Customers can request it by email or copy and send this completed template)

To: [STORE NAME / LEGAL ENTITY]
Address: [PHYSICAL ADDRESS]
Email: [STORE EMAIL]

I hereby inform you that I withdraw from my sales contract for the following goods/service:
– Order No.: []
– Received on: []
Name: []
Address: []
Date: []