Politique de remboursement

At Apex Camping, we want you to be completely satisfied with your purchase. We stand behind our high-quality camping gear and accessories, which is why we offer returns and refunds across our entire catalogue.

Please read our policy below to understand your rights and our exact procedures regarding returns and refunds.

1. 30-Day Return Window & Start Point

Our return policy is valid for an exact timeframe of 30 days from the precise start point that your tracking number shows the order was successfully delivered. If 30 days have passed since your order was delivered, we unfortunately cannot offer you a refund or exchange.

2. Return Eligibility & Product Condition

To be eligible for a successful return, your item must meet the following strict eligibility criteria:

  • The item must be completely unused, unwashed, and in the same pristine condition that you received it.

  • The product must be in its original, undamaged packaging.

  • It must include all original parts, tags, accessories, and instruction manuals.

3. Return Shipping Costs & Restocking Fees

  • Restocking Fees: We believe in absolute pricing transparency. There are zero ($0.00) restocking fees applied to any returns across our entire store.

  • Customer Returns: If you choose to return an item due to a change of mind or buyer's remorse, you are responsible for paying your own trackable shipping costs to send the item back to our facility.

  • Original Shipping Refund: Because we offer 100% free standard shipping storewide, the full purchase price you paid at checkout will be fully refunded to your account upon an approved return.

4. Specific Return Scenarios (Damaged, Defective, Wrong Item, or Never Arrived)

If something goes wrong with your delivery, we will fix it immediately at zero cost to you. Please inspect your order upon receipt and contact us right away for any of the following scenarios:

  • Product Never Arrived (Lost in Transit): If your estimated delivery window has passed and your package has not arrived, or your tracking number shows a delivery failure, please contact us immediately. We will open an investigation with the carrier. If the package is confirmed lost in transit, we will issue a 100% full refund or dispatch a replacement at zero cost to you.

  • Product Arrived Damaged: If the shipping carrier physically damaged the item during transit, please take photos of the damage and contact us within 48 hours of delivery.

  • Product is Defective: If the item has a manufacturing fault, missing components, or does not work as intended out of the box, let us know immediately.

  • Wrong Item Received: If you received an entirely different product, size, or variant than what you explicitly ordered, we will rectify the mistake.

In any of these scenarios (damaged, defective, or wrong items), Apex Camping takes full responsibility. We will provide you with a pre-paid return shipping label so it costs you nothing to send back, and you can choose between a 100% full refund or a brand-new replacement dispatched immediately at no extra charge.

5. How to Initiate a Return (Two Contact Methods)

To start a return, you must use one of our two official contact methods to begin the process. Please include your order number, product name, and the specific reason for your return in your request:

  • Email Support: support@apexcamping.shop

  • Phone Support: 236-518-2328

Note: Please do not send your purchase back to the manufacturer or to the address listed on your shipping label without contacting us first. We will provide you with the correct, verified return warehouse address via email once your request is validated.

6. Inspection, Refund Method & Processing Times

  • Warehouse Inspection: Once your return is physically received at our facility, it will be inspected within 2 business days. We will send you an email to confirm receipt and inform you whether your refund has been officially approved or rejected based on item condition.

  • Refund Processing Time: Once a return is officially approved, our team will process your refund within 5 days.

  • Refund Method: All approved refunds are automatically issued strictly back to your original payment method (Shopify Payments, Visa, Mastercard, Amex, Discover, Diners Club, Apple Pay, Google Pay, or Shop Pay). We do not issue refunds via alternative cards or store credit.

  • Bank Posting Timeframe: Once processed from our system, it typically takes between 5 to 7 business days for your bank or credit card provider to officially post the refund back to your account.

  • Late or Missing Refunds: If you have received an approval confirmation email but do not see the credit after 7 business days, please first double-check your bank account or contact your credit card provider, as processing delays vary by financial institution.

7. Policy Language & Target Markets

This policy applies directly to our five target shipping destinations: Canada, the United States, the United Kingdom, Australia, and New Zealand. In strict alignment with our target market demographics, all transactions, support queries, checkout interfaces, and legal documentation are handled exclusively in English.

8. Contact Information

For all questions regarding returns, refunds, or exchanges, please reach out to us directly:

  • Email: support@apexcamping.shop

  • Phone Number: 236-518-2328

  • Mailing Address: 3506 West 15th Ave, Vancouver, BC, V6R 2Z4, Canada

  • Expected Response Time: We aim to reply to all emails and inquiries within 24 hours.