Order Cancellation

All orders can be canceled until our team processes them. Orders are usually processed within 24-48 hours of placing an order.
Once the order is processed, the packaging and shipping process is started, and it can no longer be canceled.

Return And Exchange Terms

If you’re looking to return or exchange your order if the item you received is not as described, we’re here to help! 

We offer free returns or exchanges within 15 days of receiving your order. 

You can return your product for a different product (exchanges), or a refund to the original payment method.

Refunds

1. Your satisfaction is our first priority. We want you to shop with confidence. That’s why we proudly offer absolute satisfaction guarantees that ensure you’ll receive your item on time and as described.

Our highest priority is to make you happy, so everyone who shops on appaerel.com receives the following guarantees:

  • Full refund if you don’t receive your order;
  • Full refund if your order does not arrive within the guaranteed time (10-45 business days – Depending on the shipping option you chose);
  • Full or partial refund if the item is not as described or damaged;
  • Full refund if you do not want the product you have received (but you must return the item(s) at your expense and the item must be unused).

2. For items with a “Free Return” label, you can return the products within 15 calendar days from receiving the item(s), if the item is in an unused and undamaged condition with original packaging and all safety seals and labels are retained and not damaged.

3. For Large Orders and Overseas Territories Orders, before you place the order, please contact us at returns@appaerel.com to confirm if you are entitled to a Free Return service.

  • Large Orders refer to parcels exceeding one of the following standards:
    1. Longest side: 120 CM
    2. Total length, width, and height: 210 CM
    3. Weight: 30 KG;
  • Overseas Territories Orders refer to the orders with addresses in the territories of Spain, the postal code of which starts with 35, 38, 51, or 52.

4. A copy of the Appaerel credit card purchase receipt and a copy of the original Appaerel invoice may be requested prior to Appaerel Customer Service issuing a Return Authorization.

5. Unit must be in ‘New’ condition and returned in original packaging with all original accessories, literature, and other components. Appaerel reserves the right to reject any refund request if the product is received damaged or if any accessories, literature, or other original components are missing.

6. Shipping costs will be the responsibility of the customer in cases of buyer personal reasons, such as not liking the color/quality, changing your mind, ordering by mistake, etc.

7. Please note the following exceptions to our return and exchange policy:

  • Discounted sale items are final and cannot be returned or exchanged;
  • Returned items must have tags still on and be returned in original packaging;
  • Returned items must have no visible signs of wear or use;
  • Shipping and handling charges are not refundable and are paid by you.

8. Any deviation from the return policy outlined above could result in a delay of your refund, additional restocking/shipping fees, or refusal of your return.
Products received that do not meet the above return criteria may be returned to the customer via ground shipment.

9. You will be fully refunded as soon as the quality control has been completed at the warehouse and the returned items meet the conditions of the refund.

Funds will usually be credited within 7-14 business days of receipt of returned product pending qualification and subject to the above criteria.

Full refunds are not available under the following circumstances

1. Your order does not arrive due to factors within your control (e.g. providing the wrong shipping address);

2. Your order does not arrive due to exceptional circumstances outside our control (e.g. not cleared by customs, delayed by a natural disaster).

3. Appaerel will not issue refunds for products purchased through other entities, such as distributors or retail partners.

You can submit refund requests within

  1. Refund requests must be made within 15 calendar days following the delivery of your order or the end of the package receipt confirmation period (as listed in your order details).
  2. After 15 days from the delivery date, you must contact Appaerel Customer Service to determine the best course of action.

How to Return or Exchange an Item?

To initiate a return or exchange, please complete the following steps:

1. Log in to our store using your account (if you don’t have one, please create one);

2. Choose the products you wish to return or exchange from your order. Take a photo of the item(s) you’ve received and note down the order number, date of purchase, and the reason for returning;

3. Send us the above details (and any necessary details) to returns@appaerel.com;

4. Keep all the products to be returned with original packaging and labels for pickup or shipping;

(For Non-Pickup Items),

5. Please do not send your purchase back to us unless we authorize you to do so.

6. Please return the item(s), with original packaging and all safety seals and labels, to the provided address in response email within 7 calendar days and send us the tracking number after you ship the item.