Return & Refund Policy

Last Updated: July 29, 2026

Thank you for shopping with Aptora. We want our return and refund process to be clear, fair, and transparent.

This Return & Refund Policy applies to purchases made directly through https://aptora.us. By placing an order with Aptora, you acknowledge that you have reviewed and accepted this policy.

Please inspect your order promptly after delivery and contact us before returning any product.

1. 30-Day Return Window

You may request a return within 30 calendar days after the applicable product is shown as delivered.

If products from the same order are delivered separately, the 30-day return period for each product begins on the date that specific product is delivered.

To qualify for a return, the product must meet all applicable conditions below:

• The return request must be submitted within 30 calendar days of delivery.
• The product must be unused, unwashed, uninstalled, and unaltered.
• Furniture must generally remain unassembled for a change-of-mind return.
• The product must be in substantially the same condition in which it was received.
• All original packaging, protective materials, accessories, hardware, manuals, labels, and included components must be returned.
• Valid proof of purchase must be provided.
• Prior written Return Authorization must be obtained from Aptora.
• The authorized return must be shipped within 7 calendar days after return instructions are issued, unless we provide a different deadline in writing.

Opening a package solely to inspect the product does not automatically make it ineligible for return. However, damage, wear, assembly, installation, washing, alteration, or use beyond what is reasonably necessary to inspect the product may affect return eligibility or the refundable amount.

2. Products That Are Not Eligible for Change-of-Mind Returns

The following products are generally not eligible for a change-of-mind return:

• Products marked “Final Sale,” “Clearance,” “Non-Returnable,” or with similar wording before purchase
• Customized, personalized, modified, or made-to-order products
• Gift cards, if offered
• Products that have been used, washed, installed, altered, or materially damaged after delivery
• Furniture that has been assembled or partially assembled
• Products missing original packaging, hardware, accessories, manuals, labels, or other included components
• Opened or used bedding, pillow inserts, and similar textile products that cannot be resold for hygiene reasons
• Products damaged because of improper assembly, installation, storage, cleaning, maintenance, misuse, neglect, or failure to follow product instructions
• Products returned without prior written authorization
• Products shipped to an unauthorized address

These exclusions do not apply where a product was delivered damaged, defective, materially different from its description, incorrectly shipped, or where applicable law requires another remedy.

3. Furniture Measurements, Colors, Materials, and Assembly

Customers are responsible for reviewing the product description and confirming all relevant measurements before ordering.

Before purchasing furniture, please verify:

• Product dimensions
• Available floor space
• Doorway, hallway, stairway, and elevator clearance
• Weight and weight capacity
• Assembly requirements
• Required tools
• Materials and finishes
• Electrical specifications, where applicable

A return requested because a product does not fit the intended room, doorway, hallway, stairway, elevator, or other location will normally be treated as a change-of-mind return.

Colors and finishes may appear slightly different depending on lighting, screen settings, natural material variations, manufacturing batches, and photography. Minor variations that do not materially affect the product’s appearance or function are not ordinarily considered defects.

Material differences, incorrect dimensions, significant color discrepancies, or other differences that materially conflict with the product description will be reviewed as a possible incorrect or nonconforming product claim.

4. Damaged, Defective, Incorrect, or Incomplete Products

Please inspect all packages and products as soon as reasonably possible after delivery.

If your order arrives damaged, defective, incorrect, or incomplete, contact us promptly. We recommend reporting visible shipping damage within 7 calendar days of delivery so that we can preserve available carrier and supplier claims.

Contact:

Email: nioursfaseqw@gmail.com

Please include:

• Your full name
• Your order number
• The name of the affected product
• A clear description of the problem
• Photographs of the complete product
• Close-up photographs of the damage or defect
• Photographs of the outer and inner packaging
• Photographs of the shipping label
• A list of any missing parts
• A short video, where the problem cannot be adequately shown in photographs

Please retain the product, packaging, labels, accessories, manuals, and hardware until your claim has been resolved.

Do not discard the product or packaging and do not attempt extensive assembly, repair, modification, or disposal unless Aptora has provided written instructions.

After reviewing the information, Aptora may offer one or more of the following remedies, as appropriate:

• Replacement parts
• Replacement of the affected component
• Replacement of the product
• Repair assistance
• Partial refund
• Full refund
• Another remedy required by applicable law

The available remedy may depend on the nature of the issue, product availability, the feasibility of replacement parts, and applicable legal requirements.

Reporting an issue after 7 days does not eliminate any rights that cannot legally be limited or waived.

5. Return Authorization Process

All returns require prior written authorization.

To request a return, email:

nioursfaseqw@gmail.com

Include your order number, the product you wish to return, the reason for the return, and relevant photographs when applicable.

If the return is approved, we will provide:

• Return Authorization information
• The correct return address
• Packaging instructions
• Applicable shipping instructions
• Any return deadline or documentation requirements

Approval of a return request does not guarantee a refund. Returned products remain subject to receipt and inspection.

Returns sent without authorization may be refused, delayed, returned to the sender, or declared ineligible for processing.

6. Return Address Notice

Do not send returns to Aptora’s business correspondence address unless our customer support team specifically authorizes that address in writing.

The appropriate return location may vary depending on the product, supplier, fulfillment location, package dimensions, and reason for the return.

Aptora’s Hong Kong business address is not automatically a warehouse, customer service center, public retail location, or approved return facility.

Products sent to an incorrect or unauthorized address may be refused or returned to the sender. Aptora is not responsible for loss, delay, or additional costs caused by sending a product to an unauthorized address.

7. Return Shipping Costs

For an eligible change-of-mind return, the customer is responsible for:

• Return shipping costs
• Appropriate packaging
• Carrier charges
• Insurance, when appropriate
• Any costs associated with oversized or bulky items
• The risk of loss or damage until the product is received at the authorized return location

Furniture return shipping can be expensive because costs may depend on the product’s dimensions, weight, packaging, location, and selected carrier.

Aptora will cover or reimburse reasonable return shipping costs when a return is required because we verified that the product was:

• Delivered damaged
• Defective
• Incorrectly shipped
• Materially different from the product ordered

Aptora does not charge a separate restocking fee for an eligible return unless such a fee was clearly disclosed on the applicable product page before purchase and is permitted by law.

However, where permitted by law, Aptora may make a reasonable deduction for:

• Missing components
• Missing accessories or hardware
• Damaged packaging that materially affects resale
• Damage occurring after delivery
• Assembly, installation, alteration, washing, or use
• Handling beyond what was reasonably necessary to inspect the product
• A reduction in value caused by the customer

Any proposed deduction will be explained when the return is reviewed.

8. Return Shipping Method

Authorized returns should be sent using a trackable shipping service.

Customers should:

• Use sufficient protective packaging
• Follow the return instructions provided
• Retain the shipping receipt
• Retain the tracking number
• Consider purchasing shipping insurance for higher-value products

For customer-paid returns, Aptora is not responsible for packages that are lost, damaged, misdirected, or delivered to an unauthorized location during return transit.

A return is not considered received until tracking and our return records confirm delivery to the authorized return destination.

9. Inspection and Refund Approval

After an authorized return is received, we will inspect the product and verify its condition, contents, packaging, and return eligibility.

We will notify you when the return has been reviewed and whether the refund has been approved, partially approved, or rejected.

We may request additional information if the returned product does not match the return request or if parts, packaging, accessories, or documentation are missing.

10. Approved Refunds

Approved refunds will be issued to the original payment method used for the purchase.

For an ordinary product return, Aptora generally processes the approved refund within 5–10 business days after the returned product has been received and inspected.

Your bank, card issuer, payment processor, or financial institution may require additional time to post the refund to your account. Aptora does not control processing times imposed by financial institutions.

The refunded amount may include:

• The approved product price
• Applicable taxes associated with the refunded product
• Original shipping charges when required under this policy or applicable law

Original shipping charges are generally not refundable for change-of-mind returns.

Original shipping charges will be refunded when appropriate, including where:

• The entire order was cancelled because Aptora could not ship it
• Aptora shipped an incorrect product
• A verified defect or damage makes a full return necessary
• Applicable law requires the shipping charge to be refunded

Refunds required because an order was not shipped or was cancelled due to an unaccepted shipping delay will not be replaced with store credit unless the customer expressly chooses store credit.

11. Partial Refunds and Refund Deductions

Where permitted by law, a partial refund may be issued when a returned product:

• Shows signs of use
• Has been assembled or partially assembled
• Is missing packaging
• Is missing hardware, accessories, instructions, or components
• Has been damaged after delivery
• Was not securely packaged for return
• Has materially decreased in value because of customer handling
• Does not match the condition represented in the return request

Aptora will not make deductions for damage, defects, or errors that existed when the product was delivered and were not caused by the customer.

12. Exchanges and Replacements

Aptora primarily offers replacements or exchanges for products that are:

• Damaged
• Defective
• Incorrectly shipped
• Missing essential components

Replacement products and parts are subject to availability.

When an identical replacement is unavailable, we may offer:

• A comparable replacement
• Replacement parts
• A partial refund
• A full refund

For preference changes, such as choosing another color, style, size, finish, or model, customers should complete an eligible return and place a new order.

We cannot reserve inventory while a return is in transit.

13. Order Cancellations

A cancellation request may be submitted within 12 hours after an order is placed.

Cancellation requests must be emailed to:

nioursfaseqw@gmail.com

Please include “Cancellation Request” and your order number in the subject line.

A cancellation is not guaranteed. Orders may enter processing, supplier fulfillment, preparation, or shipment shortly after being placed.

An order is cancelled only after Aptora sends written cancellation confirmation.

Once an order has entered processing or shipment, cancellation may no longer be possible. The customer may request an eligible return after delivery.

The 12-hour cancellation provision does not limit any cancellation or refund rights that apply when Aptora cannot ship an order within the promised time.

14. Address Changes

Customers are responsible for providing a complete and accurate shipping address at checkout.

Contact us immediately if an address correction is required. We cannot guarantee that an address can be changed after an order has entered processing or shipment.

Aptora is not responsible for delivery problems caused by:

• Incorrect addresses
• Incomplete addresses
• Missing apartment or unit numbers
• Incorrect postal codes
• Outdated customer information
• An address change requested after shipment
• Refusal to provide information required by the carrier

We will make reasonable efforts to assist, but rerouting, address correction, reshipment, storage, or return-to-sender charges may apply.

15. Refused, Unclaimed, or Undeliverable Packages

Please do not refuse a delivery unless Aptora has provided written instructions to do so.

If a package is returned because of an incorrect or incomplete address, refused delivery, failed delivery attempts, failure to collect the package, or another customer-related delivery issue, we may offer:

• Reshipment after payment of additional shipping charges
• A refund after the product is returned and inspected
• A refund of the product price less applicable original shipping, return shipping, carrier, or handling costs, where permitted by law

No refund can be processed until the package has been returned to the appropriate location or the carrier has confirmed that the shipment is permanently lost.

16. Packages Marked as Delivered

If tracking shows that a package was delivered but you cannot locate it:

• Check the delivery location carefully.
• Check with household members, neighbors, building staff, reception areas, mailrooms, and parcel lockers.
• Review any delivery photographs or carrier notices.
• Contact the carrier to request delivery details.
• Contact Aptora promptly with your order number and carrier case information.

We will review available tracking information and assist with a carrier investigation where appropriate.

A tracking status marked “Delivered” does not automatically determine the outcome of every claim. Claims will be reviewed based on carrier evidence, delivery circumstances, the information provided, and applicable law.

17. Lost Packages

A package may need to remain without a tracking update for a reasonable period before a carrier will classify it as lost.

When a shipment is verified as lost in transit, Aptora may provide a replacement or refund, depending on product availability, investigation results, and applicable law.

Customers must cooperate with reasonable carrier investigation requirements and provide any requested delivery statements or documentation.

18. Shipping Delays and Unshipped Orders

Aptora aims to ship orders within the timeframe stated during the purchasing process.

If we learn that an order cannot be shipped within the promised timeframe, we will notify the customer and, where required, provide the choice to:

• Accept a revised shipping timeframe, or
• Cancel the affected unshipped order for a full refund

If the customer does not agree to a delay when affirmative consent is required, the affected order will be cancelled and refunded.

A refund for an entirely unshipped and cancelled order will include the amount paid for the affected products and associated shipping charges, where required.

19. International Returns

Where international shipping is available:

• Customers are responsible for return shipping and related import or export charges for change-of-mind returns.
• Customs duties, import taxes, brokerage fees, and government charges are generally not refundable by Aptora.
• Customers may contact the relevant customs or tax authority regarding possible reimbursement.
• Aptora will cover reasonable return costs when a verified return results from our error, subject to the instructions provided.
• Customers must not declare an inaccurate product value or falsely identify a commercial return as a gift.

International returns must receive written authorization before shipment.

20. Suspected Fraud or Return Abuse

Aptora may review, limit, or reject a return where there is reasonable evidence of:

• Fraud
• Product substitution
• Altered documentation
• Tampering
• Intentional damage
• Repeated policy abuse
• Returning a product different from the product purchased
• False claims regarding delivery, condition, or missing components

This provision does not affect legitimate consumer claims or rights that cannot be excluded by law.

21. Statutory Consumer Rights

This policy provides Aptora’s standard return and refund terms.

Nothing in this policy excludes, restricts, or replaces any consumer right, warranty, remedy, or obligation that cannot lawfully be excluded or limited.

When applicable law gives a customer greater rights than this policy, the applicable legal requirements will control.

22. Policy Updates

Aptora may update this policy to reflect operational, legal, or business changes.

The policy applicable to an order will generally be the version published when the order was placed, except where a change is required by law or provides the customer with greater protection.

The “Last Updated” date at the top of this page identifies the most recent revision.

23. Contact Information

For questions about returns, refunds, damaged products, replacements, or cancellations, contact:

Store Name: Aptora

Operating Entity: STOREVIA LIMITED

Website: https://aptora.us

Customer Support Email: nioursfaseqw@gmail.com

Customer Support Phone: +1 (936) 260-5549

Business Correspondence Address:

Unit 809, 8/F, Brill Plaza
84 To Kwa Wan Road
To Kwa Wan, Hong Kong

The business correspondence address above is not an approved return address unless Aptora provides prior written authorization.

Customer support generally responds within 1–2 business days, Monday through Friday.