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Our money back guarantee

Our money back guarantee

If you’re not happy with your purchase, we’ll work with you to resolve the issue

Items that fall under the below categories are eligible for a refund

Wrong item
Missing item
Item doesn't match listing

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1

Send a dispute request

After delivery, buyers have 24 hours to submit a dispute request for returns or partial refunds. Payments are automatically sent to sellers after 24 hours, and we can no longer hold them responsible for any discrepancies. To halt payment and give AptDeco appropriate time to investigate, you must submit this request within 24 hours.

2

Give us the lo-down

Send us a detailed description of the issue and photos or video capturing that the item was not as advertised. Don’t hold back! The more evidence, the quicker we can resolve the issue.

3

Mediation

To make sure the dispute process is fair, we’ll collect photos and additional info from our delivery team and the seller. This information includes a description of the item’s condition at pickup/dropoff, photos and signatures.

4

Evaluation

Because we’re a marketplace, we have to respect both parties, which requires consultation between the buyer, seller and delivery team. From beginning to end, this usually takes about 5-7 business days. We’ll weigh all evidence and come to a fair resolution.

5

Resolution

We’ll notify both parties of our decision and propose next steps. If we determine your ordered item isn’t as described, we’ll give you the choice of a full/partial refund. In the practice of full transparency, we'll always provide context as to why we reached our decision.

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Hands-on resolution

Our staff is 100% human and here to help. We’re available by email 7 days a week to help work through any concerns or issues.

No-cost resale

If you decide you don't like an item you've received even though the piece is as described, we'll help you to resell it through AptDeco—and waive our seller's fees to help you earn back your expenses. If you’re not happy, we’re not happy. Just list within 30 days of receiving the item and let us know when it sells.

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Why are sales final?

Once you submit a request for purchase, the seller removes their item from the market. That means they lose the ability to sell it to anyone else. Missing the opportunity to sell an item can be problematic for a seller, as they are often under a time crunch. Before selecting an item it's important that you're confident in your purchase.

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