APACE Return and Refund Policy

We want customers to receive the correct APACE product in the correct condition. This policy explains when returns, exchanges and refunds are accepted and the requirements that apply.

Nothing in this policy limits any mandatory consumer rights that cannot legally be excluded.

1. Return period

For standard, non-personalized products, you must contact us within 14 calendar days after delivery to request a return.

After notifying us, the product must be shipped back without unnecessary delay and no later than 14 calendar days after the return request.

Return requests submitted after the applicable return period may be refused unless the product is defective or mandatory law provides otherwise.

Request a Return
To request a return or cancellation, sign in to your customer account using the email address associated with your order. Select the relevant order and choose Return items or Cancel items, where available.
https://account.apacegear.com

2. Return authorization

Before returning any product, email:

info@apacegear.com

Include:

• Your full name
• Order number
• Product being returned
• Reason for the return
• Photographs where the product is damaged, defective or incorrect

We will provide the correct return address and return instructions.

Do not return products to an address shown on the shipping parcel, an Amazon warehouse or any other address without confirmation. Unauthorized returns sent to the wrong location may be delayed, refused or returned to the sender.

Obtaining return instructions helps us process the return but does not remove any mandatory statutory right of withdrawal.

3. Condition requirements

To qualify for a full refund, returned products must be:

• Unworn and unused
• Unwashed
• Clean and free from dirt, mud, grease and oil
• Free from sweat, body odor, smoke, perfume and deodorant marks
• Free from pet hair
• Returned with all original tags, packaging and included accessories
• In a condition suitable for resale

Products may be tried on indoors only to check the size and fit.

The following are not considered acceptable inspection or fitting:

• Riding a bicycle or motorcycle while wearing the product
• Wearing the product during training, racing or outdoor activity
• Washing or cleaning the product
• Removing or altering permanent labels
• Applying names, numbers, patches or other modifications
• Exposing the product to mud, fuel, oil, smoke or excessive perspiration

For voluntary returns, APACE may refuse products showing evidence of use. Where applicable law requires a refund, APACE may make a reasonable deduction reflecting actual diminished value caused by handling beyond what was necessary to inspect the product.

4. Personalized and customized products

Products made or modified according to the customer’s individual instructions are not eligible for change-of-mind returns, cancellations or size exchanges after production or customization has begun.

This includes products with:

• Rider names
• Rider numbers
• Custom logos
• Custom colors or graphics
• Custom measurements
• Team branding
• Customer-approved design modifications

Customers are responsible for checking spelling, numbers, measurements, sizes and approved artwork before submitting or approving the order.

Personalized products remain eligible for an appropriate remedy where they are defective, damaged, produced incorrectly or materially different from the approved order.

5. Sale and Final Sale products

Products sold at a discounted or promotional price remain eligible for return under this policy unless they were clearly identified as Final Sale before purchase.

Products specifically marked Final Sale cannot be returned for a change of mind where such an exclusion is permitted by law.

Mandatory consumer rights relating to faulty, damaged, incorrect or misdescribed products are not affected.

6. Size exchanges

Eligible standard products may be exchanged for another size, subject to availability.

The customer is normally responsible for:

• Return shipping to APACE
• Shipping charges for the replacement item

APACE may process an exchange as a return and a separate new order.

Personalized products cannot normally be exchanged because of incorrect size selection. Customers must review the size chart and compare it with a similar garment before requesting customization.

7. Return shipping

For ordinary change-of-mind or size-related returns, the customer is responsible for the direct cost of returning the product.

We strongly recommend using a tracked shipping service and retaining the receipt and tracking information. APACE cannot confirm or process a return until the parcel is received or valid evidence of shipment is provided where legally applicable.

The customer is responsible for packaging the return securely. Damage caused by inadequate return packaging may result in a reduced refund.

APACE will cover reasonable return shipping costs when we confirm that the product is:

• Defective
• Damaged upon arrival
• Incorrect
• Materially different from the order

Do not send a return using cash-on-delivery or postage-due service. Such parcels may be refused.

8. Inspection of returns

All returns are inspected after arrival.

APACE may refuse a voluntary return or make a legally permitted deduction where:

• The item has been worn, ridden in, washed or altered
• Tags or included components are missing
• The product contains dirt, odor, stains, hair or other contamination
• The product has been damaged after delivery
• A different item has been returned
• Product labels or identifying details do not match the original order
• The customer has returned an incomplete set
• There is evidence of return fraud, item substitution or deliberate misuse

We may photograph and document returned products during inspection.

9. Defective, damaged or incorrect products

Inspect your order after delivery and contact us as soon as reasonably possible if the product is damaged, defective, incorrect or incomplete.

Provide:

• Your order number
• A description of the issue
• Clear photographs or video showing the problem
• Photographs of the packaging when shipping damage is claimed

APACE may request additional evidence before approving a remedy.

Depending on the circumstances and applicable law, the remedy may include:

• Repair
• Replacement
• Corrected product
• Partial refund
• Full refund

The following are not normally considered manufacturing defects:

• Damage caused by a crash, fall or collision
• Abrasion caused by contact with a bike, motorcycle, track or ground
• Normal wear and tear
• Damage caused by improper washing or drying
• Damage caused by sharp objects, heat, chemicals, fuel or oil
• Incorrect size chosen by the customer
• Damage caused by using the product outside its intended purpose
• Minor color differences caused by screens, lighting or photography

Nothing in this section limits mandatory legal guarantee or conformity rights.

10. Refund processing

Refunds are issued only after the returned product has been received and inspected, unless mandatory law requires otherwise.

Approved refunds will be issued to the original payment method. Processing normally takes up to 10 business days after approval, although the customer’s bank or payment provider may require additional time.

APACE may withhold a refund until:

• The returned product has been received, or
• The customer provides acceptable evidence that it was sent back,

where permitted by applicable law.

11. Shipping charges

For ordinary voluntary returns:

• Original shipping charges are normally non-refundable
• Return shipping is the customer’s responsibility
• Express or upgraded shipping charges are non-refundable

Where an EU or other mandatory statutory withdrawal right applies, APACE will refund the cost of the least expensive standard outbound delivery option offered for the order. Any additional amount paid for express or premium delivery will not be refunded.

12. Partial refunds and deductions

APACE does not impose an automatic restocking fee on eligible unused returns.

However, APACE may make a reasonable deduction where legally permitted for:

• Diminished product value
• Missing tags, accessories or packaging
• Damage caused after delivery
• Excessive handling
• Cleaning required because of contamination
• Incomplete product sets
• Actual shipping or return charges caused by refused or unclaimed delivery

Any deduction will be based on the condition of the returned product and the actual loss in value, rather than an arbitrary penalty.

13. Refused, unclaimed and undeliverable orders

Customers are responsible for providing a complete and accurate delivery address and for accepting delivery.

Where an order is returned because it was:

• Refused
• Unclaimed
• Sent to an incorrect address supplied by the customer
• Undeliverable because the customer did not cooperate with the carrier
• Rejected because the customer failed to pay disclosed import charges

APACE may deduct actual outbound shipping, return shipping, customs charges and carrier fees from any eligible refund, where permitted by law.

Personalized products returned as refused or unclaimed deliveries remain non-refundable unless defective or required by mandatory law.

14. International customs charges

International customers are responsible for customs duties, import VAT, brokerage fees and other local charges unless checkout expressly states that these charges are included.

When returning an international order, the parcel should be clearly identified as returned merchandise. APACE is not responsible for customs charges caused by incorrect return documentation supplied by the customer.

15. Order cancellation

Contact us immediately if you need to cancel or change an order.

We cannot guarantee cancellation after:

• Fulfilment has started
• A shipping label has been created
• The order has been dispatched
• Production or customization has begun

Customized or personalized orders cannot be cancelled after production or customization has started.

16. Suspected fraud or abuse

APACE reserves the right to investigate and reject fraudulent or abusive return claims, including:

• Returning a different product
• Returning a used product while claiming it was unused
• Removing, replacing or altering labels
• Filing a false damage or non-delivery claim
• Repeatedly ordering and returning products in a manner indicating commercial use or policy abuse
• Initiating a payment dispute after receiving and retaining the product

Suspected fraud may be documented and reported to the relevant payment provider, marketplace, carrier or lawful authority.

This section does not restrict legitimate consumer complaints or statutory rights.

17. EU/EEA right of withdrawal

Where EU or EEA consumer law applies, eligible customers may withdraw from a qualifying online purchase within 14 days after receiving the goods, without providing a reason.

The withdrawal right does not normally apply to products made to the customer’s specifications or clearly personalized.

After notifying APACE of withdrawal, the customer must return the eligible goods without undue delay and within the legally applicable period.

Customers are responsible for ordinary return costs when this was disclosed before purchase. APACE may make a legally permitted deduction for diminished value caused by handling beyond what was necessary to establish the product’s nature, characteristics and fit.

Mandatory statutory rights always take priority over conflicting wording in this policy.

18. Contact

To request a return, report an issue or ask a policy question, contact:

APACE Moto Gear
Email: info@apacegear.com

Include your order number in all correspondence.