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Last updated: 2026-09-13
Because our products are laboratory research materials, this page explains the limited circumstances in which we replace or refund an order.
To protect the integrity and chain of custody of laboratory research materials, products that have shipped generally cannot be returned or resold and are non-returnable once delivered, except as described below.
If your order arrives damaged, is incorrect, or does not arrive, contact us at support@apexia.to within 7 days of delivery (or expected delivery) with your order number and photos where applicable. After reviewing the claim, we may arrange a replacement, reshipment, or refund.
Approved refunds are handled manually. We will confirm the available method and timing with you before a refund is issued. We never need your wallet seed phrase, recovery words, or private key.
Refunds are not available for misuse, improper storage after delivery, orders refused or undeliverable because of a buyer-provided error, or requests made after the reporting window.