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, uninterrupted 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. 

The video must clearly show the shipping label&tracking number, the exterior condition of the original shipping package, and the product status immediately after unboxing.

Please note: Static photographs cannot be accepted as valid evidence for refunds.

  • If the customer fails to provide a clear and uninterrupted unboxing video, both parties shall mutually agree that the product is free from any quality defects caused by manufacturing or transportation damage.


Refund Process

Dear customer, you can only submit a refund application after the goods you purchased have been delivered.

If you encounter any issues, please submit your request via the Refunds link located at the Top of our homepage.
To help us better assist you with your application, please select the appropriate specific reason while providing your unboxing video and order number. (1000_Aptiaide)

Our manual customer service will contact you during working hours after reviewing your request. Please note that our customer service is not online 24/7. Thank you for your understanding!
The exact processing time depends on Shopify and your bank, taking up to 10 business days.

1. Order Cancellation & Invalid Refund Requests

  • 1.1 Order Cancellation & Payment Authorization:
    From the time the customer places the order until the completion of fulfillment and shipping by Aptiaide:

    • If you no longer want your order, you can proactively apply to cancel it before it is officially shipped. Before shipment, your bank temporarily holds funds for 7 to 30 days depending on your card type (e.g., 7 days for Diners Club / China Union Pay, 10 days for Discover / JCB, up to 30 days for Visa / Mastercard / American Express). Source.

      Aptiaide does not capture your funds until the order has been successfully fulfilled and shipped. You may cancel your order without reason prior to shipment (our default fulfillment window is 0 to 48 hours after the order is generated). Once approved and cancelled, your bank will unfreeze the funds. Guidance.

  • 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 refund for you based on your specific situation and reasons in accordance with our Refund Policy.

2. Refund Policy

  • 2.1 Scope of Service:
    Aptiaide currently only supports refunds and does not accept product replacements or returns. For all virtual or physical products purchased from the Aptiaide store, Aptiaide only accepts applications for refunds. Due to long-distance shipping and other risk factors, we currently do not accept product replacement or return requests from customers    .

  • 2.2 Time Window:
    All requests for 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    .

3. Refunds Due to Personal Preferences

  • If a buyer requests a refund for personal reasons (including, but not limited to: disliking the scent, subjective appearance or design not meeting expectations, no longer wanting the item, or accidental purchase of style/model);
    Aptiaide agrees to issue a refund equivalent to 15% of the final actual transaction price of the disputed item to resolve this issue.

Note:
If this solution can resolve your issue, please consider prioritizing this approach so that both parties can easily resolve the problem.

4. Logistics Damage, Product Defects & Quality Exceptions

  • 4.1 For Incense Sticks:

    • 4.1.1 For Breakage Issues:

      Based on your provided unboxing video, we will calculate the number of broken sticks by subtracting the number of intact sticks from the original total quantity to determine the breakage ratio. Refunds will then be calculated by multiplying this ratio by your final actual transaction price for the disputed item.

      e.g., If the actual transaction price of the incense product you purchased is $28 USD and contains 400 incense sticks in the box. 
      But only 100 sticks are intact, the number of broken sticks is 400 - 100 = 300.
      300 / 400 = 0.75.
      Therefore, the final refund amount will be calculated as $28 x 0.75 = $21 USD.

      Note: If your order contains multiple items, the refund applies exclusively to the specific disputed item.

    • 4.1.2 For Mold, Moisture, Water Damage, Corrosion, or Burn Damage:

      Based on your provided unboxing video, the footage must clearly display the outer shipping package, the product packaging, and the incense sticks themselves, showing visible signs of moisture, mold, water damage, corrosion, burn damage, or related anomalies. Upon verification, we will issue a full refund based on the final actual transaction price you paid for the disputed item at the time of purchase.

      Note: If your order contains multiple items, the refund applies exclusively to the specific disputed item.
  • 4.2 For Incense Burners & Accessories:

    • 4.2.1 Scope of Application:

      This policy applies if severe transit damage (such as severe crushing, warping, cracking, or breakage) or product quality defects (such as deformation, cracks, or manufacturing flaws) are discovered within the specified timeframe.

    • 4.2.2 Resolution Methods:

      Upon successful verification of the required unboxing video by Aptiaide, if your conditions meet the above requirements, the refund amount will be mutually agreed upon by both parties based on the actual extent of damage or defects shown in the video.

      Note: If your order contains multiple items, the refund applies exclusively to the specific disputed item.

  • 4.3 Multi-Item Orders:

    • If your order contains both Incense Sticks and Incense Burners, and quality issues occur simultaneously, we will process them separately in accordance with their respective classification rules outlined above.

5. Empty Package & Missing Item Protection

  • 5.1 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.

  • 5.3 Resolution Method:
    Upon successful verification of the required unboxing video by Aptiaide, if your conditions meet the above requirements, Aptiaide will resolve the issue by refunding you the final actual transaction price paid at the time of purchase.

6. Refund for Transit Delay and Non-Delivery:

  • 6.1 Eligibility & Resolution:
    Please note that Aptiaide cannot intercept shipments currently in transit. Once your order has been successfully delivered, the following refund or compensation rules will apply based on the total transit time (calculated from the shipping date to the delivery date, as determined by the logistics carrier’s tracking system):

    • 6.1.1 Under 17 Calendar Days:
      If the package is delivered within 17 calendar days from the shipping date, standard delivery terms apply and no additional compensation or refund is provided.

    • 6.1.2 Between 18 and 28 Calendar Days:
      If the package is delivered between 18 and 28 calendar days from the shipping date, we can offer a partial refund of 15% of the final actual transaction price for the affected item(s) as a transit delay compensation.

    • 6.1.3 Over 28 Calendar Days:
      If the package is delivered after 28 calendar days from the shipping date, Aptiaide can directly issue a full refund of the disputed item's final actual transaction price and mark the order as delivered to resolve this issue.

Please Note:

    • If your order contains multiple items, claims and resolutions will be handled strictly on a per-item basis (applicable to the specific disputed item only).

    • If an item is delivered within the 18–28 calendar day window and you have already received the 15% partial refund, that specific item is no longer eligible for Section 6.1.3, and a full refund will not be issued.

  • 6.2 Exclusions:
    No compensation will be provided for delays or losses caused by inaccurate information provided by the user resulting in failure to reach the customer's actual physical location accurately, or caused by force majeure (such as earthquakes, tsunamis, thunderstorms, etc.).

7. Overdue Shipping (Non-Fulfillment After 7 Days):

  • If the shipment of an order exceeds 7 calendar days from the customer's order date (i.e., not shipped after 7 calendar days), Aptiaide will cancel the order and issue a full refund of the final actual transaction price to resolve the issue.

    Exclusion: This policy does not apply to pre-order items or other products explicitly specified with a scheduled shipping timeline.

8. Discrepancies Between Actual Items and Product Photos:

  • 8.1 Subjective Visual Differences & Policy:
    We strive to ensure our product photos are as accurate as possible. However, due to lighting or screen differences, minor visual variations may occur. To save you the hassle and high shipping costs of international returns, you do not need to return the item. Instead, we are happy to offer an immediate 15% partial refund of the final actual transaction price for the disputed item to your original payment method to resolve the issue effortlessly, and you may keep the item.

  • 8.2 Verified Wrong Item Shipped & Resolution:
    In the rare event that you receive an incorrect item, we want to make it right instantly without making you go through a complicated return process.
    Once verified, you may keep the item, and we will issue a full refund of the final actual transaction price for the disputed item directly to your payment method. No return shipment is required.


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