Refund policy
We hope you enjoy the purchases you make from COMPASS APEX LLC. This Refund & Return Policy explains how COMPASS APEX LLC (“we”, “us”, or “our”) handles returns and refunds for orders placed through our website.
Scope
This policy applies to purchases made directly through our official website and delivered within the United States. We primarily serve customers within the U.S.
Return Window
Unless otherwise indicated on the product page or at checkout, you may request a return within 30 calendar days from the date your order is marked as delivered.
Requests submitted outside this 30-day period may be rejected.
Conditions for Returns
To be eligible for a return and refund:
Items must be unused, clean, and in their original condition.
All original packaging, protective materials, labels, manuals, hanging hardware, and accessories, if any, must be included.
You must provide proof of purchase, such as an order confirmation or order number.
If returned items show signs of use, damage, missing parts, improper handling, or unauthorized modification, we may refuse the return or issue only a partial refund.
For home décor items, artificial greenery, floral arrangements, and wall art, returned products must be free from damage, stains, odors, bending beyond normal packaging compression, broken parts, scratches, missing components, or signs of installation or display use.
Minor shaping of artificial plants, flowers, or greenery after unpacking may be normal due to packaging and is not considered a defect unless the item is broken, unusable, or significantly different from the product description.
Contact Us Before Returning
We use different warehouses and logistics partners, so return addresses are not the same for every order. Do not send any items back to our office address without prior confirmation.
Before returning any item, please contact our support team within the return period:
Email: info@compassapexhome.com
Phone: +1 (307) 259-5221
Please include your name, order number, the item(s) you wish to return, and the reason for the return.
If your request is approved, we will provide the correct return warehouse address and any required reference instructions.
Returns sent without approval or sent to the wrong address may not be processed or refunded.
Return Shipping Costs
If the return is due to our error, such as the wrong item shipped or a confirmed product defect, we may provide a prepaid return label or reimburse reasonable return shipping costs after reviewing evidence such as photos or videos.
If the return is due to personal reasons, such as change of mind, preference, ordering the wrong item, or the item not matching your room style or décor expectations, the customer is responsible for return shipping costs.
Original shipping fees are generally non-refundable.
Damaged or Defective Items
If your item arrives damaged or defective, please contact us within 7 calendar days of delivery.
Please provide your order number along with clear photos or videos showing:
The item
Outer packaging
Inner packaging
The damaged or defective area
For wall art, framed décor, artificial floral arrangements, and other decorative items, please also include photos showing any scratches, cracks, broken parts, crushed sections, missing accessories, or installation-related components if applicable.
After review, we will offer a replacement, partial refund, or full refund depending on the situation.
Refund Process
Once your return is received and inspected, we will notify you whether your refund is approved or rejected.
Approved refunds will be issued to your original payment method only.
Please allow 7–14 business days for the refund to appear in your account, depending on your bank or payment provider.
Exchanges
We do not offer direct exchanges. If you would like a different item, please return the original item and place a new order on our website.
Final Sale Items
Items marked as “final sale” or “non-returnable” are not eligible for return or refund unless they arrive damaged or defective.
Customized, specially packaged, or made-to-order décor items may also be non-returnable if clearly stated on the product page or at checkout.
Contact Information
If you have any questions about this Refund & Return Policy or need assistance, please contact:
COMPASS APEX LLC
Address: 30 N Gould St Ste R, Sheridan, WY 82801, United States
Phone: +1 (307) 259-5221
Email: info@compassapexhome.com