Refund policy

Return Policy

At Apex Ride, we want you to feel complete confidence in the aerodynamic fit, chamois support, and road performance of your cycling gear. Our return policy is structured in full accordance with the Australian Consumer Law (ACL). Due to intimate groin hygiene standards for padded cycling bib shorts, aerobic perspiration exposure, and sensitive carbon shoe outsoles, please review our return conditions below carefully.

1. Return Window

Customers have the right to request a return within 30 days from the documented date of delivery. Return requests submitted after this 30-day period will not be accepted for change of mind.

2. Change of Mind Eligibility & Conditions

To qualify for a valid return and subsequent refund under our change-of-mind policy, your items must strictly adhere to the following criteria:

  • The cycling jersey, bib shorts, road shoes, or GPS computer must be completely unworn on a bicycle ride, unwashed, and in their original, brand-new condition.
  • Intimate Chamois & Hygiene Standards Notice: Cycling bib shorts and tights are worn directly against bare skin without underwear. For public health and sanitary compliance, bib shorts may ONLY be tried on indoors over clean personal underwear for sizing evaluation. We strictly cannot accept bib shorts or jerseys displaying chamois cream residues, body sweat, deodorant stains, chain grease smudges, pet hair, or detergent scents.
  • Cycling Shoes & Cleat Plate Notice: Shoes must be tried on indoors on clean carpet only. Footwear showing cleat bolt scratching, bolt washer indentations, carbon sole scuffs, heel tread abrasions, or crank arm rubbing will be strictly rejected.
  • Electronic GPS computers must remain unmounted to handlebar brackets, with original screen protective films intact and zero saved ride telemetry data.
  • All original packaging, branded hangtags, zipper slider tags, shoe bags, charging cables, and instruction manuals must remain fully intact and included in the return parcel.
  • Items showing signs of outdoor road cycling, washed lycra fibers, or damaged retail boxes will be strictly rejected during our quality inspection.

3. Australian Consumer Law (ACL) Guarantee

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

4. Return Shipping Costs

For change-of-mind returns, the customer is responsible for paying all shipping costs associated with returning their items. Return shipping costs are non-refundable. We recommend using a trackable shipping service and purchasing parcel insurance, as Apex Ride cannot guarantee receipt of returned items without tracking proof.

5. How to Initiate a Return

  1. Contact our customer concierge team at support@apexride.shop within 30 days of delivery. Please include your order number, gear model/size, and reason for return.
  2. Our support team will review your request and provide you with an authorized return warehouse address, an RMA number, and specialized protective repackaging instructions.
  3. Do not mail your items back to the address printed on the original shipping label or our corporate administrative address. Returns sent to unauthorized addresses cannot be processed.

Refund Policy

This Refund Policy details our procedures regarding order cancellations and the financial resolution of authorized returns.

1. Order Cancellations and Modifications

  • If you need to cancel or modify your order (such as changing a jersey sizing, shoe conversion, or delivery address), contact us immediately at support@apexride.shop.
  • We enforce a strict 1 - 2 hour cancellation window from the exact time of purchase.
  • Once this window has passed, your order is automatically transmitted to our automated fulfillment network and cannot be altered or canceled. If you no longer want the items, you will need to accept delivery and follow our standard Return Policy.

2. Inspection and Approval Process

Once your returned package arrives at our designated logistics facility, our technical cycling gear quality team will examine each item under high-intensity inspection lighting to verify compliance with our return conditions (spotless unwashed chamois, zero pedal grease, unscratched carbon soles, attached tags, and undamaged original packaging). Following inspection, we will send you an email notifying you whether your refund has been approved or rejected.

3. Refund Timing

If your return is approved, your refund will be processed immediately. The funds will automatically be credited back to your original payment method (e.g., Credit Card, PayPal) within 3 to 10 business days.

4. Delayed or Missing Refunds

If you have received an approval notice but have not seen the credit reflected in your account:

  • Check your bank account or credit card statement again.
  • Contact your bank or financial institution, as processing times vary before funds officially post.
  • If you have completed these steps and still have not received your refund, please contact us at support@apexride.shop for further assistance.