Refund policy
At Apt Studio, we take great care in sourcing high-quality products and ensuring they reach you in perfect condition. Please read our Returns & Refunds Policy carefully before placing an order.
We offer a 7-day returns window for eligible claims relating to damaged, defective, or incorrect items commencing from the date of delivery.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a claim for a return or refund, you can contact us at enquiries@aptstudio.com.au. With all claims, the following will need to be provided by the customer:
- Order Details / Order Number
- A description of the issue
- Clear photos of the product and the packaging
- Any other relevant details
If your return is accepted, we’ll send instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. Unless otherwise required by law, customers are responsible for return shipping costs for approved returns.
You can always contact us for any return question at enquiries@aptstudio.com.au.
Damages and issues
Please inspect your order upon receipt and contact us immediately if any item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and advise the next steps.
Where possible, customers should inspect and unpack items at the time of delivery or as soon as reasonably practicable after delivery. Any faults or damage must be noted on the delivery docket. This includes visible packaging damage or signs of broken materials (e.g., glass, mirror, timber). Where goods are delivered to a doorway, lobby, or unattended location in accordance with our Shipping Policy, customers should inspect items as soon as reasonably practicable after delivery.
All claims for defective or damaged items need to be received within 24 hours of receipt of items. Claims made outside this timeframe may not be accepted.
Exceptions / non-returnable items
The following items cannot be returned or refunded:
- Change of mind purchasers
- Items that have been used by the customer
- Items returned without prior approval
- Gift cards
Exchanges
Exchanges are only offered for approved damaged or defective items.
Cancellations
Cancellations or amendments may only be accepted prior to order acceptance or dispatch, subject to our Shipping Policy and any applicable Premium Delivery arrangements. Please take care when selecting your items to ensure it meets your spatial requirements.
Where an order includes Optional Upgrade — Premium Delivery and the associated delivery quote is not approved by the customer, Apt Studio will provide a full refund for the goods purchased at checkout, in accordance with our Shipping Policy.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at enquiries@aptstudio.com.au.