Cancellation & Return Policy
Our Commitment
At Apexerahomelife, quality and customer satisfaction are our top priorities. Each product undergoes a strict multi-stage inspection before shipping. However, if you’re not fully satisfied with your purchase, our flexible return policy is here to help resolve the issue smoothly.
Contact Us
For questions not covered below, please email us at junovip@apexerahomelife.com or WhatsApp: +86 15307669572 with the following information:
Your order number
A detailed description of the issue
Clear photos or videos of the problem
Cancellation Policy
Apexerahomelife is committed to providing high-quality products at cost-effective prices. To achieve this, we operate on a Made-to-Order model. Unlike standard retailers, we do not keep ready-made stock; our factory begins production specifically for you. Because the preparation and multi-stage checking of furniture involve significant labor and higher initial costs, we appreciate your patience and trust in our process.
Before Production (Within 24 Hours): We offer a Full Refund (100%) if the request is made within 24 hours of ordering.
During Production (After 24 Hours): Our production lead time is typically 7-14 business days. Once production has commenced (after the first 24 hours), cancellations will incur a 20% restocking fee (Order Total Price × 20%). This covers the specialized labor and materials already committed to your order.
Order Changes: If you wish to change your order before shipment rather than cancel it, no handling fees will be incurred. We will update the item for you at no extra cost (any price difference between items remains your responsibility).
After Shipment: Once an order has entered the shipping process, cancellation is no longer possible.
Cancellation After Shipment Begins (Interception)
If you request a cancellation after the order has been dispatched, we will attempt to intercept the shipment.
Successful Interception: The shipment is returned to our warehouse before reaching you. A 20% restocking fee plus original shipping costs will be deducted from your refund.
Failed Interception: If the shipment cannot be stopped in transit, it will be delivered as planned. The customer must accept the delivery first and then follow our Standard Return Policy (returning the item to China at their own expense) to receive a partial refund.
Failed Delivery Caused By Customer Actions
If delivery fails because of invalid contact information provided by the customer, or customer refusal to accept delivery without a verified quality issue, the following will apply: 20% restocking fee + Non-refundable shipping costs.
60-Day Return & Warranty Policy
Upon receiving your order, please inspect the items carefully. Returns or exchanges are accepted within 60 days of delivery under the following conditions:
Items are unused.
Items are in original packaging with all tags attached.
A. Manufacturing Defects & Shipping Damage (60-Day Guarantee)
If the item arrived broken, defective, or was damaged during transit, Apexerahomelife will ensure a resolution at no additional cost to you.
Inspection: Please take required photos upon receipt, including the condition of the parcel, all shipping labels, and clear shots of the defect. These are mandatory for processing your claim.
High-Value Items: For certain products, we may require a return for inspection. Please include all original accessories (cables, batteries, components). If an accessory is missing, the customer will be responsible for its cost.
Resolution: We will provide replacement parts, a full replacement, or a refund. We cover all return shipping fees for verified quality or transit-related issues.
B. Non-Defective Returns (Change of Mind)
If the item is in perfect condition but you choose to return it for personal reasons:
Refund: We offer a partial refund (item cost minus a 20% restocking fee).
Shipping: The customer is responsible for all return shipping fees to our facility in China and all original shipping costs are non-refundable.
International Returns
You must arrange and pay for return shipping to our facility in China:
Costs: Includes return shipping and international customs clearance fees.
Shipping Duration: Depending on your region, international shipping typically takes 5-55 business days. Please refer to our [Shipping Information] page for details.
How to Return
Please contact us first for authorization. Unauthorized returns will not be accepted.
Pack Securely: Include all accessories and a note with your Order Number and SKU.
Ship & Track: Use the provided address. Email us the tracking number and shipping receipt.
Inspection: Refunds are processed to your original payment method within 5 business days after the warehouse verifies the item’s condition.
Important Notes
For International Returns: We recommend using standard postal services instead of express carriers (DHL/UPS/FedEx) to minimize potential customs delays. Please note: customers are responsible for any import duties or taxes incurred during the return process.
For Transportation Costs: Once your order has entered the shipping process, all transportation costs become non-refundable. This includes cases where cancellation occurs after shipment departure or when returns are initiated by the customer.
For Return Inspection: All returned items undergo thorough inspection upon arrival at our warehouse. Refunds will be processed only after verifying the product meets our return conditions (unused, in original packaging with all accessories).
Policy Agreement: By placing an order on Apexerahomelife.com, you agree to the terms stated in this Cancellation & Return Policy. We reserve the right to update this policy at any time. Any changes will be published on our website or Help Center.