Refund policy
We gladly accept returns and exchanges. Please submit a return request via our Return Center and have the items shipped back within 30 days of product delivery. After 30 days, we will no longer be able to accept returns and exchanges.
Conditions of Return
To be eligible for a return, your item must be in its original, unused condition as received, with tags attached and in its original packaging. We do not accept returns or exchanges for final sale or clearance items. Please note that customers are responsible for return shipping fees.
Exception: Items eligible for the 7-night trial program are not required to be returned in unused condition. Currently, only the Bamboo Comforter, Eucalyptus Lyocell Comforter, and Tencel™ Eucalyptus Lyocell Mattress Pad Protector are eligible for the program.
How to Start a Return
To start the return process, please submit your request through our Return Portal and follow the steps. A prepaid return shipping label will be issued within 1–3 business days. Items sent back to us without prior notification will not be monitored or accepted.
Once an item is delivered, please allow 3–10 business days for us to review its condition and process your refund.
For any return inquiries, please contact us at support@aeptom.com.
Damages and Issues
If you notice any defects, damage, or receive the wrong item upon receiving your order, please contact us immediately, and we will be happy to assist you!
Exceptions / Non-returnable Items
Certain types of items cannot be returned, including custom or personalized products and final or clearance sale items.
Exchanges
The best way to proceed with an exchange is to initiate a return for the original item and place a new order for the correct item. To start, please submit a return request through our Return Center, and our team will provide you with a prepaid return shipping label. Once we receive and inspect the returned item, a full refund will be issued to your original payment method, minus the return shipping fee.
To expedite the process, you may also place a new order for the correct item while your return is in transit.
Refunds
Once the return has been delivered to our warehouse, please allow 3–10 business days for us to review its condition and process your refund. Refunds can only be issued to your original payment method or as store credit, if preferred.
Please note that, depending on your bank's processing time, it may take a few additional business days for the funds to appear on your bank statement after the refund has been issued.
Cancellations
In most cases, we are unable to accept cancellations once an order has been placed. However, if you need assistance canceling an order, please email us at support@aeptom.com. Please note that we cannot guarantee the cancellation will be successful, but our team will do their best to halt the fulfilment process.
If your order cannot be canceled, we accept returns and exchanges. Please submit a return request via our Return Portal.
Request to Modify Shipping Address
We are unable to modify the delivery address once an order has been placed. However, if you require further assistance, please contact us immediately at support@aeptom.com. While our team will try their best to halt the fulfilment process, please note that we cannot guarantee an address update will be successful, especially if the order has already been processed or shipped.
If your order is in transit, we recommend contacting the shipping carrier directly for assistance. Many carriers, such as UPS, offer services like UPS My Choice, which may allow you to reroute or update the delivery address. Please be aware that changes made through the carrier may be subject to additional fees or restrictions.
