Refund policy

Apex EV Labs Return & Refund Policy

Apex EV Labs supplies precision aftermarket accessories that are matched to specific vehicles, generations and build years. Every product is sold on the basis that the customer has confirmed compatibility with their vehicle before ordering. Because an opened, fitted or installed automotive part cannot be resold as new, we do not offer change-of-mind returns. What we do offer is a clear, fair process for the situations that are our responsibility: a defective product, an incorrect item supplied by us, or an item damaged in transit.

Please read this policy before you order and again before you open the package.

1. Summary

Defective, incorrect or transit-damaged items are replaced or refunded when reported within 14 days of delivery and returned to us following the process below.
Change-of-mind returns are not accepted. This includes products that are no longer wanted, products ordered in the wrong variant or size, and products that do not fit because of an aftermarket modification or non-standard vehicle configuration.
All returns require a return authorisation before anything is shipped. Return shipping is arranged and paid for by the customer for every return type.
No warranty is offered beyond the 14-day reporting window.

IMPORTANT — CHECK COMPATIBILITY BEFORE OPENING

Please confirm that this product is compatible with your vehicle and configuration before opening the package. Opened, used, installed or modified products cannot be returned unless they are defective or were supplied incorrectly by Apex EV Labs. If you are unsure about compatibility, please contact Apex EV Labs before opening the package and our team will help confirm fitment.

2. Fitment and compatibility are confirmed before purchase

Every product page lists the vehicles, generations and build years the product is designed for. It is the customer's responsibility to check this information against their own vehicle before placing an order. If you are unsure, send us your model, build year or VIN and we will confirm fitment before you buy. We would always rather answer the question than process a return.

Our fitment information describes an unmodified factory vehicle unless the product page says otherwise. Aftermarket equipment and unusual configurations can prevent a product from fitting or clearing correctly even when the vehicle itself is listed as compatible. This includes, but is not limited to, head-up displays, dash cameras, replacement or modified mirrors, additional sensors, wraps, protective films, replacement trim, interior modifications and other aftermarket accessories.

A product that does not fit because of an aftermarket modification, a non-standard configuration, or an incorrectly selected variant is not a defective product, and is not eligible for a refund.

IMPORTANT — CHECK FITMENT BEFORE INSTALLATION

Before installing, fitting, mounting, applying adhesive, removing protective backing, or modifying the product, carefully verify that the product fits correctly and clears your vehicle's existing equipment and accessories. Once a product has been installed, fitted, used, modified, or altered, it cannot be returned unless it is defective or was supplied incorrectly.

3. What is covered

We will replace or refund a product in the following situations, provided the issue is reported to us within 14 days of the delivery date shown on your tracking:

Manufacturing defect. The product has a fault in materials or workmanship that is present on arrival or appears under normal use within the 14-day window. The fault must be shown clearly in the photos or video you send us.
Incorrect item supplied by Apex EV Labs. We sent a different product, variant, size or fitment from the one shown on your order confirmation.
Damaged in transit. The product arrived damaged. Photograph the outer carton and the damage before unpacking further and report it within 7 days of delivery so that we can claim against the carrier.

In these cases we will, at our discretion and depending on what has happened, supply a replacement part or unit, or issue a full or partial refund. The remedy is issued after the item has been returned to us and inspected. Where a product has been opened or installed in order to discover the fault, that does not affect your claim.

4. What is not covered

The following are not eligible for a return, replacement or refund:

Change of mind, or a product that is no longer wanted for any reason.
A product ordered in the wrong variant, size, colour or fitment by the customer.
A product that does not fit because of an aftermarket modification, a non-standard configuration, or a vehicle that is not listed on the product page.
A product that has been opened, used, installed, fitted, test-fitted, or had its adhesive or protective backing removed, where the product is not defective.
A product that has been modified or altered in any way, including cutting, drilling, painting, wiring, trimming or reshaping.
Damage caused by incorrect installation, incorrect use, accident, or by other equipment fitted to the vehicle.
Custom-cut and made-to-order items, including any product ordered with a "custom-fit to my car" option, except where the item is defective or was made to the wrong specification by us.
Minor cosmetic variations in colour, texture or finish that do not affect function, including differences between product photographs and the delivered item caused by screen settings or lighting.
Any issue reported more than 14 days after delivery.
Any product sent back without a return authorisation.

5. How different situations are handled

Product has a manufacturing defect: replacement or refund after the item is returned and the fault is confirmed. Return shipping paid by the customer.
Apex EV Labs supplied the wrong item: correct item sent, or refund, after the item is returned. Return shipping paid by the customer.
Product damaged during shipping: replacement or refund after the item is returned; report with photos within 7 days of delivery. Return shipping paid by the customer.
Customer changed their mind: not eligible for return or refund.
Customer ordered the wrong variant or size: free swap if we are told before dispatch. Not eligible for return or refund after dispatch.
Vehicle has an aftermarket modification or non-standard configuration that prevents fitment: not a defect. Not eligible for return or refund.
Customer installed or fitted the product, then decided they do not want it: not eligible for return or refund.
Customer opened or used the product: not eligible for return or refund unless the product is defective or was supplied incorrectly.
Customer modified or altered the product: not eligible for return or refund.

6. How to report a defective, incorrect or damaged item

Contact us before sending anything back. Products sent without a return authorisation may be refused, and we cannot be responsible for items we were not expecting.

Email apexevlabs@gmail.com or message us on WhatsApp at +852 5497 6726 within 14 days of delivery.
Include your order number.
Describe the problem clearly.
Attach photos of the product as it is now.
Attach photos of the packaging and shipping label, and of the outer carton if the item arrived damaged.
Attach photos or a short video showing the defect, or showing the incorrect item alongside your order confirmation.
Provide any other information we ask for to assess the claim, such as your vehicle's build year or a photo of the installation location.

We review every claim individually and reply within 2 business days. If the claim is accepted we will send you a return authorisation with the return address and packing instructions. Please ship within 7 days of receiving it, using a tracked service, at your own cost, with the authorisation reference on the outside of the parcel, and keep your proof of postage. Claims that do not meet the conditions in this policy will be declined, and we will explain why.

7. Replacements and refunds

Once the returned item arrives we inspect it and confirm the outcome by email within 5 business days of receipt.
Where a replacement is agreed, the replacement is dispatched after inspection, with tracking emailed to you.
Where a refund is agreed, it is issued to the original payment method for the product price paid. Your bank or card issuer may take a further 5 to 10 business days to show the credit.
Return shipping, insurance and any import charges on the return are the customer's responsibility and are not refunded.
If a returned item does not match the claim it was accepted under, for example the reported defect is not present or the damage is consistent with installation rather than manufacture, the claim is declined and we will contact you with photos and the available options before taking any further action.

8. Cancellations and order changes

Orders can be cancelled or amended for a full refund at any time before dispatch. If you ordered the wrong variant, size or fitment, contact us before the order ships and we will change it at no cost. Custom-cut and made-to-order items can be cancelled only until production starts, which is normally within 24 hours of the order. Once a tracking number has been issued, the order cannot be cancelled and this policy applies.

9. No warranty

Apex EV Labs does not offer a warranty. Defects must be reported within 14 days of delivery under section 3. After that period, products are not eligible for return, replacement or refund except where the consumer protection laws of your country provide otherwise.

10. Your statutory rights

This policy does not exclude or limit any rights you have under the mandatory consumer protection laws of the country in which you live. Where those laws give you rights that go beyond this policy, those rights apply. These Terms and this policy are otherwise governed by the laws of Hong Kong SAR.