Refund policy

At APEX VAULT CO., we believe that everyday pet accessories should bring comfort, convenience, and confidence to pet owners. Whether you are choosing a collar for your companion, a whistle for training and communication, or a cooling mat for a relaxing resting place, we want every purchase to meet your expectations.

This Return and Refund Policy explains how returns, exchanges, refunds, and product-related concerns are handled when you shop through https://www.apexvaultco.website/.

1. Return Eligibility

Customers may request a return within 30 calendar days after receiving their order.

To qualify for a standard return, the product should meet the following conditions:

  • It must be unused, unwashed, and in its original condition.

  • It should be returned with its original packaging, labels, accessories, and any included components.

  • It must not show signs of pet hair, dirt, chewing, scratching, odors, or other use-related damage.

  • The customer should provide an order number or other reasonable proof of purchase.

Because our products are intended for use with pets, hygiene and product condition are particularly important. Pet collars, whistles, and cooling mats that have been used, soiled, or exposed to animals may not qualify for a change-of-mind return unless applicable law requires otherwise.

2. Product-Specific Return Considerations

Pet Collars

Collars should be returned in an unused condition, with all buckles, adjustment components, straps, and decorative elements intact. Customers are encouraged to review the product's listed dimensions and fitting information before ordering. A collar that has been worn outdoors, chewed, modified, or damaged through improper use may not qualify for a standard return.

Pet Whistles

Whistles should be returned clean, unused, and with all original components. For hygiene reasons, whistles that have been used or show signs of personal or animal contact may be ineligible for a change-of-mind return.

Pet Cooling Mats

Cooling mats should be returned clean, dry, and free from pet hair, stains, punctures, or other signs of use. Customers should follow the product's care instructions and avoid sharp objects or improper cleaning methods that could affect the product's condition.

These conditions do not restrict any rights customers may have concerning defective, damaged, or incorrectly supplied products under applicable law.

3. Items That May Not Qualify for a Standard Return

Unless required by applicable consumer protection law, the following situations may be excluded from ordinary change-of-mind returns:

  • Products that have been used, washed, or altered.

  • Items damaged after delivery through misuse, neglect, or improper maintenance.

  • Products returned without essential original components.

  • Items showing substantial wear, contamination, or damage caused by pets.

  • Return requests submitted after the 30-day return period.

We will review each request individually and will not use these exclusions to deny remedies that are legally required.

4. Damaged, Defective, or Incorrect Products

If your order arrives damaged, defective, incomplete, or different from the product you purchased, please contact us as soon as reasonably possible.

To help us investigate, please provide:

  • Your order number.

  • A description of the issue.

  • Clear photographs of the affected product.

  • Photographs of the outer packaging, if shipping damage is involved.

For example, if a collar arrives with a broken buckle, a whistle is missing from the package, or a cooling mat arrives punctured, please include photographs showing the specific problem.

After reviewing the information, we may offer an appropriate remedy, which may include a replacement, refund, or another solution available under applicable law.

5. How to Request a Return

To begin a return, email [email protected] with the subject line “Return Request.”

Please include:

  • Your full name.

  • Your order number.

  • The product you wish to return.

  • The reason for the request.

  • Supporting photographs, if relevant.

Our customer service team will review the request and provide return instructions when the return is approved.

Please do not send merchandise to our business address without receiving return instructions first. An address used for business correspondence is not automatically an authorized return-processing location.

6. Return Shipping Costs

For standard change-of-mind returns, customers are generally responsible for the cost of shipping the item back to us unless we expressly agree otherwise.

If a return is necessary because we supplied an incorrect product or the item arrived damaged or defective, we will review the circumstances and arrange an appropriate return or resolution consistent with applicable law.

Original shipping charges, if any, will be handled in accordance with the reason for the return and applicable legal requirements.

7. Refund Processing

Once an approved return has been received and inspected, we will notify the customer of the review outcome.

Approved refunds will generally be issued to the original payment method. The time required for the funds to appear in the customer's account may depend on the payment provider, card issuer, or financial institution.

Refunds will be processed within the timeframe required by applicable law and the relevant payment arrangements.

If a refund has been approved but does not appear after the normal processing period, please contact us with your order information.

8. Exchanges and Replacements

If you receive an item with a verified defect or fulfillment error, we may offer a replacement where reasonably available.

For a different size, color, or product preference, customers should contact us before sending anything back. Exchanges are subject to product availability and return eligibility.

9. Order Cancellations

If you need to cancel an order, contact us as soon as possible at [email protected].

We will make reasonable efforts to stop an order that has not entered fulfillment or shipment. Once an order has been dispatched, cancellation may no longer be possible, and the customer may need to follow the applicable return procedure.

10. Consumer Rights

Nothing in this policy is intended to exclude, restrict, or waive consumer rights that cannot lawfully be excluded under federal or Florida law.

APEX VAULT CO. aims to handle return and refund requests fairly, transparently, and in good faith.

11. Contact Us

For questions about returns, refunds, exchanges, or product concerns, please contact:

Company: EB LLC
Contact Person: Temitope Adenaike
Email: [email protected]
Business Address: 12328 Brighton Bay Trl N, Jacksonville, FL 32246, USA

Please include your order number in all return-related communications so that we can assist you efficiently.