Refund & Returns Policy

At Aptelior, we want every purchase to feel right. If something doesn’t meet your expectations, this policy explains how returns, cancellations and refunds work for all the countries we serve. This policy does not limit your statutory consumer rights.

1) Cancellation & Return Window

We accept returns within 14 calendar days of receiving your order.

For EU/UK consumers (Portugal, Spain, France, Italy, Germany, Ireland, UK)

You also benefit from the 14-day right of withdrawal, where you may cancel your order for any reason.

For all other countries (USA, Canada, Australia, Mozambique)

You may return items within the same 14-day window provided they are unused and in original condition.

Conditions:

  • Items must be unused, unwashed and in original packaging.

  • Customers are responsible for return shipping for change-of-mind returns, unless otherwise stated.

  • We may deduct an amount for diminished value if returned items show signs of use.

2) Items Not Eligible for Return

The following items cannot be returned:

  • Hygiene-sensitive products once opened (e.g., bedding, diffusers, wearables).

  • Personalised or custom-made items.

  • Perishable or consumable goods.

  • Items that become inseparably mixed with other materials after delivery.

3) Faulty, Damaged or Incorrect Items

If your item arrives faulty, damaged, or not as ordered:

  • Within 30 days: you may request a full refund or replacement.

  • After 30 days: we will repair or replace where possible.

  • If repair or replacement is not possible, a refund will be issued.

  • Aptelior covers return shipping in all these cases.

Please contact us within 48 hours for damage-on-arrival claims.

4) How to Start a Return

  1. Email support@aptelior.com with:

    • your order number

    • the item(s) you want to return

    • the reason for the return

  2. We will confirm eligibility and send:

    • the correct return address

    • return instructions

    • a prepaid label (when applicable: faulty/incorrect items)

  3. For change-of-mind returns, please use a tracked shipping service and keep proof of postage.

5) Refunds

  • Refunds are processed within 14 business days after your returned parcel is received.

  • If you provide valid proof of postage, we may process the refund earlier.

  • Refunds are issued to the original payment method.

  • For partial returns, we refund the value of the returned items and any proportional standard delivery cost where required by law.

6) Exchanges

We do not offer direct exchanges.
If you want a different item, please place a new order after your refund is processed.

7) International Returns (Canada, USA, Australia, Mozambique)

  • Follow the same return request process.

  • We will provide the correct return instructions and customs details.

  • Mark all return parcels as “Returned Goods” to avoid import duties.

  • All timelines and conditions apply equally.

8) Parcels Damaged in Transit

If your parcel arrives visibly damaged:

  • Email photos within 48 hours.

  • We will contact the carrier and arrange a replacement or refund.

9) Need Help?

Our support team is here to help with any refund, return or product issue.
📩 support@aptelior.com

Last updated: 29 Nov 2025