Refund policy

Refund Policy

Last updated: September 7, 2026

You have thirty days from the day your order is delivered to change your mind. There is no restocking fee. If something arrived damaged, faulty or not as described, we pay the return postage.

What can be returned

Items must come back unused, in resalable condition, with all parts, accessories, manuals and original packaging. Please open packaging carefully: you may inspect and try an item as you would in a shop, but an item that has been used, installed, washed or assembled beyond that cannot be resold and cannot be refunded in full.

What cannot be returned

  • Personal care and hygiene items once opened or used: this includes ear, nose, oral and body care tools, and anything that touches skin in a way that prevents resale.
  • Items marked final sale or clearance on the product page at the time of purchase.
  • Gift cards.
  • Items returned more than thirty days after delivery.
  • Items damaged by misuse, incorrect installation, or failure to follow the supplied instructions.

These exclusions do not affect your rights in respect of an item that is faulty, damaged on arrival, or not what you ordered.

How to start a return

  1. Email support@appeel.org with your order number, the item you want to return, and the reason. If the item is damaged or faulty, attach photographs.
  2. We reply within one business day with a return authorization and the correct return address.
  3. Pack the item securely and post it back within fourteen days of receiving the authorization.

Please wait for the return authorization before sending anything back. We ship from more than one location, so the right return address depends on the item. A parcel sent to the wrong address may not reach us, and we cannot refund what we do not receive.

Our returns address is 1763 Columbia Rd NW Ste 175, Washington, DC 20009-2891. The correct return address is issued individually with each authorization, and for some items it will differ from this one.

Who pays return postage

  • We do if the item arrived damaged, is faulty, was the wrong item, or does not match its description. We send you a prepaid label.
  • You do if you have simply changed your mind, ordered the wrong thing, or no longer need it. We recommend a tracked service; until an item reaches us it remains your responsibility, and we cannot refund a return that is lost in the post.

There is no restocking fee in either case.

Your refund

We inspect returns on arrival and email you the outcome the same or next business day. Approved refunds are issued to your original payment method within five business days. Your bank or card issuer then takes its own time, usually three to ten business days, to post the money to your account.

We refund the price you paid for the item, including any sales tax charged on it.

Original shipping charges

  • If the return is our fault (damaged, faulty, wrong item), we refund the original shipping charge too.
  • If you have changed your mind, the original shipping charge is not refunded.
  • If you paid nothing for shipping because your order was over $50, and returning items takes the order below $50, we do not retrospectively charge you shipping.

Damaged or faulty on arrival

Email us within seven days of delivery with photographs of the item and its outer packaging. We will replace it or refund you in full, whichever you prefer, and cover postage both ways. Please keep the packaging until the claim is settled; carriers sometimes ask to see it.

Exchanges

The fastest way to exchange is to return the original item for a refund and place a new order, so you are not waiting on our inspection before the replacement ships. If you would rather we handled it as a direct exchange, say so in your return email and we will arrange it.

Canceling before dispatch

Email us as soon as possible. If the order has not yet been prepared for dispatch we will cancel it and refund you in full. Once it is with the carrier, it has to be returned under this policy instead.

Orders that never arrived

A parcel that is lost, or that tracking shows as delivered when it was not, is covered by our Shipping Policy rather than this one. You are refunded or the order is replaced. Contact us and we will handle it.

Refund not showing up

If we have emailed to confirm a refund and more than ten business days have passed without it appearing, check your bank or card statement, then contact your card issuer; processing times sit with them, not with us. If it still has not appeared, email support@appeel.org with your order number and we will chase it.

Your legal rights

Nothing in this policy limits any right you have under applicable federal or state consumer protection law. Where the law gives you a stronger remedy than this policy does, the law applies.

Contact us

support@appeel.org. A person replies within one business day. Please include your order number in the first message; it saves an exchange.