Refund & Returns Policy

Refund & Returns Policy — United Kingdom & European Union

At Aptelior, we want you to love your purchase. If something isn’t quite right, this page explains how to cancel, return or request a refund. This policy applies to all orders within the United Kingdom and the European Union and does not affect your statutory rights.

1) Right to Cancel (14 Days — Distance Purchases)

You have the right to cancel your order within 14 calendar days from the day after you receive it, without giving any reason. Once you notify us of your intention to cancel, you must return the goods within 14 days.

  • Refund includes: the item price and the standard delivery cost you originally paid. (Express or premium delivery upgrades are not refunded.)
  • Condition of goods: you may handle items as you would in a physical shop. If they show use beyond that (wear, damage, missing parts), we may deduct a reasonable amount for diminished value.
  • Return postage (change of mind): unless stated otherwise, the customer covers the cost of returning unwanted items.

2) Items That Cannot Be Returned

  • Sealed goods not suitable for return for health or hygiene reasons once opened (e.g., certain bedding, towels).
  • Personalised or made-to-order products.
  • Perishable items or goods that become inseparably mixed after delivery.

3) Faulty, Damaged or Incorrect Items

If your order arrives faulty, damaged or not as described, please contact us promptly.

  • Within 30 days of delivery: you have a right to a full refund (“short-term right to reject”).
  • After 30 days: we will offer a repair or replacement. If that’s not possible or unsuccessful, you are entitled to a refund.
  • In all such cases, Aptelior covers the return postage.

4) How to Start a Return

  1. Email support@aptelior.com or use our Contact page, including your order number, the item(s) you wish to return, and the reason.
  2. We’ll confirm eligibility and send return instructions (and a prepaid label when applicable).
  3. For change-of-mind returns, please use a tracked service and keep proof of postage.

5) Refund Timing & Method

  • Refunds are issued within 14 days of receiving your returned items (or earlier upon valid proof of postage).
  • Funds are credited to your original payment method.
  • Partial returns: we refund the item’s value and any proportional standard delivery cost, where applicable.

6) Exchanges

We don’t offer direct exchanges. If you wish to replace an item, please place a new order after your refund has been processed.

7) Returns from the EU

Customers in the European Union have the same 14-day right of withdrawal under EU consumer law. All return conditions (timing, refund rules, exemptions) apply equally. Packages should be sent back to the return address we provide after contacting support.

8) Damaged Parcels in Transit

If your parcel arrives visibly damaged, please email photos of the packaging and product within 48 hours of delivery. We’ll investigate with the carrier and arrange a replacement or refund.

9) Need Help?

Our customer service team is here to help with any return, exchange or refund question. Contact us at support@aptelior.com.

Last updated: 01 Oct 2025