Refund policy

 

Thank you for choosing our products. We are committed to providing you with high-quality products and a satisfactory shopping experience. Please review our Refund Policy, designed to comply with international consumer protection standards while ensuring fair trade.

 

Important Notice: Unboxing Video Requirement

To safeguard your consumer rights and expedite the resolution of any potential disputes, we strongly recommend that all customers maintain clear, continuous video recording of the entire unboxing process in a well-lit environment upon receiving the package. Please retain this unboxing video, as it serves as the most effective proof for resolving issues concerning damage or missing items.

Core Principle: Hygiene Exemption and Tamper-Evident Seal

 

Return Window: All requests for returns or refunds must be submitted within 14 days from the date of final delivery. We determine this window based on the timestamp provided by the logistics carrier's tracking system.

As our products (including chopsticks and maintenance wax) are classified as personal hygiene items / food-contact materials, we enforce a strict Hygiene Exemption Principle to ensure the health and safety of all customers:

  • Only items in new, unused, and resalable condition are eligible for a return.

  • Tamper-Evident Policy: We will not accept returns or issue refunds for any item (including chopsticks and maintenance wax) once its original factory packaging, outer protective film, or inner foil seal has been torn, removed, or compromised, as the product is then considered used and potentially contaminated.

Policy Details: Categorized by Reason

 

Condition A: Change of Mind Return (e.g., "Not wanted / Ordered by mistake")

 

Definition: The customer initiates the return for personal reasons unrelated to product quality. The item must meet the Hygiene Exemption conditions above.

Policy Element Detailed Explanation
Product Condition Must be new, unused. All accessories, gift boxes, and the Tamper-Evident Seal must be intact.
Verification You must provide clear photographic proof that the Tamper-Evident Seal is intact for the return to be processed.
Original Shipping Fee Deduction

we offered free shipping: We will deduct the actual shipping cost we paid to the carrier from your refund amount.
Resolution Method

Return for Refund: We will provide you with the designated return address. For the refund to be processed, you MUST write down the following information on a piece of paper and include it in the package with the product. Failure to include this information will result in the return being rejected:


    a. Your full name and contact information used when placing the order.


    b. The original tracking number from the first delivery.
Return Shipping Fee You must arrange and pay for the international shipping cost to return the item to our designated address (e.g., overseas consolidation warehouse or domestic China warehouse).
Refund Amount Full refund of the final transaction price of the order (minus the original shipping cost as specified above). 
Return Shipping Cost Burden Customer

 

Condition B: Quality/Defect Return (e.g., "Product Defect / Damage")

 

Definition: The item exhibits a manufacturing defect, crack, transit damage, or discrepancy with the description before being opened for use.

Policy Element Detailed Explanation
Product Condition

Product must be unused.

  • For manufacturing defects, the Tamper-Evident Seal should remain intact.

  • For damages occurring during transit, customers must provide photos or videos of the shipping label, the damaged external packaging, and detailed images of the product defect within 24 to 48 hours of delivery.
Verification Process

You must provide clear photos or videos evidence (unboxing video highly preferred) based on the issue type:

  • For Product Defects: Must show the specific defect and the intact Tamper-Evident Seal.

  • For Transit Damage: Must show the original shipping carton (including the shipping label) alongside the damaged product.
Resolution Method

Upon verification, we will resolve the issue through one of the following methods (We reserve the right to make the final determination):


1. Replacement: We will reship a new item free of charge and will not require you to return the old item.

2. Refund Amount: Refund according to the final transaction price as shown on the order details.
Refund Amount

 

The refund or resolution amount depends on the specific circumstances of your order. Due to the 7 clause of  Shipping Policy, the following rules apply:

  • Single-Item Orders: If your order contains only one item, we can either refund the final transaction price of the entire order or reship a new item free of charge if the original was damaged due to a product defect or transit error.

  • Multi-Item Orders: If your order contains multiple items, we can either issue a partial refund based on the final transaction price of the specific item damaged due to a product defect or transit error, or reship the specific item free of charge.
    Please note that we remain unable to refund the final transaction amount for the entire order if other items are delivered in good condition.

 
Replacement Frequency Policy
  • Manufacturing Defects: If a replacement item still exhibits manufacturing defects, we will continue to provide replacements until you receive a product that meets our quality standards.

  • Recurring Transit Damage: In the rare event that a replacement item is damaged during transit for a second time, we will no longer issue a third shipment. Instead, we will issue a refund according to the final transaction price for that specific item to resolve the case.
Replacement Cost Burden

Aptiaide

 

Condition C: Replacement if no delivery in 30 days.

 

Item Description
Eligibility Period Orders not delivered within 30 calendar days from the purchase date.
Resolution A one-time free replacement of the original service or product.
Replacement Frequency Policy This complimentary replacement is limited to one occurrence per original paid transaction. If the replacement item is also reported as lost or undelivered, Aptiaide will provide no further free replacements. Any subsequent requests will require a new purchase.
Exclusions Delays caused by incorrect user-provided information or third-party platform maintenance.
Replacement Cost Burden Aptiaide


Condition D: Refund if not shipped within 12 days.

 

Item Description
Eligibility Period Orders that have not been shipped within 12 calendar days from the purchase date.
Resolution A full refund will be issued based on the total checkout amount of your shopping cart at the time of purchase.
Frequency Limit This refund is applicable to the specific delayed transaction. Once a refund is processed, the original order will be cancelled. If the customer still wishes to receive the item, a new purchase must be made.
Exclusions Delays caused by incorrect user-provided information (e.g., invalid address), pre-order items with specific lead times, or third-party platform maintenance.


Condition E: Used or Hygiene-Exempt Return (e.g., "Seal Broken / Used")

 

Definition: The Tamper-Evident Seal has been compromised, the product shows signs of use, or its unused status cannot be confirmed.

Policy Element Detailed Explanation
Outcome We will deny the return and refund. 
Unqualified Return

If you still return the non-compliant item, we will notify you that a refund will not be issued. We will provide you with evidence of the broken seal or signs of use.

We will not refund you any fees (including the product price, original shipping fee, and the reasonable shipping cost you paid for the return).
Return Shipping Cost Burden

Customer

 

Account

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