Refund policy
At Apex Culinary, we want you to be happy with your purchase. If you need to return an item, you can easily start the process using our self-service return portal.
1. Change-of-Mind Returns
If you change your mind about your purchase, you may request a return within 14 days of receiving your order, provided that:
- The product is unused and in its original condition;
- The product is returned with its original packaging, accessories and parts; and
- The product has not been damaged or altered.
For change-of-mind returns, the customer is responsible for the cost of returning the product, unless otherwise required by law.
A refund will be processed once the returned product has been received and inspected.
2. 7-Day Cooling-Off Period for Online Purchases
Under South African law, certain online purchases may qualify for a 7-day cooling-off period.
Where applicable, you may cancel your purchase within 7 days after receiving the product, without giving a reason or paying a cancellation penalty.
The direct cost of returning the product may be your responsibility where permitted by law.
Some legal exceptions may apply depending on the type and condition of the product.
3. Faulty, Damaged or Incorrect Products
If your product is:
- Faulty or defective;
- Damaged when you receive it;
- Not the product you ordered; or
- Missing parts or accessories,
please start a return request through our self-service return portal as soon as possible.
We may ask you to provide photographs or videos of the issue to help us process your return.
Where a product is defective or does not meet the requirements of South African consumer law, you may be entitled to a repair, replacement or refund, depending on the circumstances.
4. Consumer Rights
Nothing in this policy removes or limits your rights under South African law, including the Consumer Protection Act 68 of 2008 and the Electronic Communications and Transactions Act 25 of 2002.
If your legal rights provide you with greater protection than this policy, your legal rights will apply.
5. How to Start a Return
You can start your return using our automated self-service return portal.
Simply:
- Open the return portal;
- Enter your order details;
- Select the product you wish to return;
- Select the reason for your return; and
- Follow the instructions provided.
We will review your return request and provide the next steps.
Please do not send an item back without first submitting a return request through our return process.
6. Refunds
Once your return has been received and approved, your refund will generally be processed to your original payment method.
The time it takes for the refund to appear in your account may depend on your bank or payment provider.