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.

1. Order Cancellation & Invalid Return/Refund Requests

  • 1.1 Order Cancellation Before Fulfillment: From the time the customer places the order until the completion of fulfillment and shipping by Aptiaide:

    • Customers can log in to their store account backend and independently choose to cancel the order. Before Aptiaide completes fulfillment and shipping, your bank will temporarily authorize and hold an amount equivalent to your purchase price on your payment card for 7 to 30 days, during which Aptiaide does not actually capture or receive your funds. Therefore, you may cancel your order without reason prior to shipment. (Please note that our normal fulfillment and shipping window is within 0 to 48 hours after the order is generated.)

  • 1.2 Restriction During Transit: From the time Aptiaide completes shipment until the product is successfully delivered to the customer's reserved shipping address, Aptiaide does not accept returns or refunds.

    • When the goods have already been dispatched and are currently in transit, Aptiaide cannot intercept them. Because items cannot be intercepted while in transit, any refund, return, or chargeback requests during standard transit are strictly rejected. Once you receive the package, if you still do not need the item, we can process a return for you based on your specific situation and reasons in accordance with our return policy.

2. Return Window & Return Instructions

  • 2.1 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.

  • 2.2 Shipping Fee Policy: Regardless of the reason for applying for a return or exchange, the return shipping fee must be borne by the buyer.

  • 2.3 Materials Required for Return: 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 due to the inability to identify the return order and the sender:

    • a. Your full name used when placing the order.

    • b. The original tracking number from the first delivery.

3. Specific Product Return Guidelines

  • 3.1 For Incense Sticks:

    • Product Category & Packaging: Incense sticks are classified as personal aromatherapy and home fragrance items. Due to health, safety, and subjective olfactory attributes, all products are sealed in their original factory packaging.

    • Unopened Return Policy: If the packaging is intact and unused, you may apply for a return without reason within the aforementioned timeframe.

    • No Return After Opening: Once the original outer packaging of the regular-sized product has been opened, torn, or the incense has been lit and used, we will not accept any form of returns or exchanges due to personal olfactory differences or usage habits.

  • 3.2 For Incense Burners & Accessories:

    • Applicable Conditions: Incense burners (including wood, alloy, and glass materials) are eligible for return without reason within the aforementioned timeframe, provided they meet the following conditions:

      • Unused and Intact: The product must not have been actually used (no residual ash, smoke marks, scratches, or artificial damage), and must be completely suitable for resale.

      • Original Packaging Complete: Returns must include the original complete product, packaging box, shock-absorbing foam, and all accompanying accessories.

4. Refund Amount & Shipping Fee Deduction (For Personal Reasons)

  • 4.1 Scope of Personal Reasons: Personal reasons for returns include, but are not limited to: no longer wanting the item, purchasing the wrong item, disliking the product, and similar subjective motivations.

  • 4.2 Eligibility Criteria (Separated by Product Category):

    • For Incense Sticks: You may apply for a refund for personal reasons only if the product is unopened, unused, with the outer packaging free of damage or mold, not an empty package, and maintaining its original intact factory packaging state.

    • For Incense Burners & Accessories: You may apply for a refund for personal reasons only if the product is unused and intact (no residual ash, smoke marks, scratches, or artificial damage, and completely suitable for resale), and the original packaging is complete (including the original complete product, packaging box, shock-absorbing foam, and all accompanying accessories).

  • 4.3 Refund Calculation Standard: If the returned product is received and verified by us to meet the above corresponding personal-reason return conditions, we will process your refund. The refund amount will be settled based on the actual final transaction price of the returned product, minus the initial shipping fee incurred at the time of order fulfillment (i.e., the actual outbound logistics cost). The return shipping fee for sending the item back must be borne by the buyer.

5. Logistics Damage, Product Defects & Quality Exceptions

  • 5.1 For Incense Sticks:

    • Logistics Damage or Product Defect Exception:

      • In the event of severe crushing, twisting, or indentation of the outer packaging caused by logistics issues (including cases where the packaging was accidentally opened or cracked due to severe transit pressure, provided that the customer has never intentionally or actively opened it, as well as cases where the outer packaging shows obvious transit deformation while the seal remains unopened), or if the outer packaging shows obvious signs of moisture or mold upon arrival, please contact customer service within the aforementioned timeframe.

      • Mandatory Video Evidence: You MUST provide a complete, unedited unboxing/verification video showing the exterior condition and the unpacked item. Photos alone are not accepted as valid evidence.

      • We only provide a one-time free replacement service for the same product.

      • If the replacement still encounters transportation or quality issues (such as damage or mold) or a completely empty package, upon secondary verification, we will issue a direct refund based on the final transaction price of the item.

  • 5.2 For Incense Burners & Accessories:

    • Logistics Damage & Product Defect Protection:

      • If severe damage caused by transit (such as severe crushing, twisting, indentation, accidental opening/cracking, or breakage) or product quality defects (such as deformation, breakage, cracks, or manufacturing flaws) are discovered within the aforementioned timeframe, this policy applies.

      • Note: This protection applies regardless of whether the customer has opened the package or not, as long as the transit damage or product quality/defect issues are genuinely present.

      • Mandatory Video Evidence: You MUST provide a complete, unedited unboxing/verification video showing the exterior condition and the unpacked item. Photos alone are not accepted as valid evidence.

      • For logistics damage or product defects, we only provide a one-time free replacement service for the same product.

      • If the replacement still encounters transportation or quality issues (such as damage or deformation) or a completely empty package, upon secondary verification, we will issue a direct refund based on the final transaction price of the item.

6. Empty Package & Missing Item Protection

  • 6.1 Eligibility & Detection: This policy applies strictly and exclusively to completely empty packages where the product packaging remains unopened and sealed upon arrival, but you discover through weight, shaking, or inspection that the package is completely empty. If there is any item inside the package, this policy does not apply.

  • 6.2 Required Verification: You must contact customer service within the aforementioned timeframe and provide a verification video.

  • 6.3 Resolution & Replacement: For verified completely empty package claims, we provide a one-time free reshipment service for the missing item.

  • 6.4 Secondary Resolution: If the reshipped package is still found to be completely empty or damaged upon receipt and secondary verification, we will direct-issue a full refund based on the final transaction price of the item in that specific order.

7. Replacement if no delivery in 30 days.

  • 7.1 Eligibility & Resolution: Orders not delivered within 30 calendar days from the shipping date (determined by the timestamp of the first acceptance scan generated by the logistics carrier’s tracking system) are eligible for a one-time free replacement of the original service or product.

  • 7.2 Replacement Frequency & Exclusions:

    • This complimentary replacement is limited to one occurrence per original paid transaction. If the replacement item is also reported as lost or not delivered within 30 days after shipment, Aptiaide will execute a refund based on the final transaction price of the item in the order to resolve the issue.

    • Exclusions: Delays or losses caused by incorrect user-provided information leading to failure in accurately reaching the customer's actual physical location, force majeure, or unexpected safety accidents.

8. Unshipped Orders & Payment Authorization Policy (7-Day Threshold)

  • 8.1 Order Fulfillment & Payment Authorization Terms:

    • After you place an order and complete payment, your funds are only temporarily authorized and held by your issuing bank for 7 to 30 calendar days (i.e., the credit card authorization period), during which Aptiaide does not actually capture or receive the transaction funds.

    • Aptiaide can only automatically capture funds from your bank account and successfully settle the transaction after fulfilling its shipping responsibilities.

  • 8.2 Authorization Period Reference by Card Type:

    • Maximum authorization limits vary strictly by card issuer. Aptiaide will completely lose the ability to capture authorized funds if shipments exceed these limits:

      • Visa / Mastercard / American Express: Up to 30 days

      • Discover / JCB: Up to 10 days

      • Diners Club / China Union Pay: 7 days

  • 8.3 Cancellation Execution & Fund Status Disclaimers:

    • Based on the baseline minimum authorization period of 7 days, to ensure smooth transaction completion, all orders must ideally be dispatched within 7 days. If an order remains unshipped past 7 days, both parties default the transaction to void.

    • Manual Order Cancellation: This store adopts a manual order cancellation processing mechanism. When an order exceeds 7 days, although it may still exist in the backend system, the transaction has expired and a manual cancellation operation must be executed.

    • Disclaimer Regarding Customer Statement "Pending Authorization/Holds": Once funds are authorized, the customer's bank may display a pending charge or hold on their account. Even if the order has been cancelled and funds have been released within the banking system, this hold status may continue to display on the customer's bank statement for up to 30 days from the original authorization date (depending entirely on the customer's bank and card issuer). This ledger display delay or residual hold caused by banking settlement cycles is an established rule of banking institutions, and this store bears no responsibility or liability for any explanations or compensation arising therefrom.

  • 8.4 Subsequent Processing & Re-purchase:

    • Once an order is cancelled due to exceeding the 7-day unshipped window, the original order is voided. If the customer still requires the item, a new order must be placed and created in the store.

9. User-Provided Information Errors & Malicious Inputs Management

  • 9.1 Scope & Applicability: This policy applies to incorrect information provided by the user (such as invalid names, shipping addresses, phone numbers, or email addresses, including malicious content such as deliberately entered garbage characters or random characters). In such cases:

    • 9.1.1 Obligation to Contact: Aptiaide has the responsibility to contact the customer via the reserved email address or mobile phone number to correct the order information.

    • 9.1.2 Unreachable Contact: If the email address or mobile phone number is invalid and unreachable, Aptiaide reserves the right to cancel the order directly.

    • 9.1.3 Uncooperative Customer: If the customer is uncooperative after communication, Aptiaide reserves the right to cancel the order.

    • 9.1.4 Unresponsive Period: If the customer remains unresponsive starting from our initial inquiry and reaches a consecutive period of 3 days, Aptiaide reserves the right to cancel the order.



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