Return and Refund Policy
Introduction
This policy explains your rights and the procedures for returns, exchanges, and refunds. Consumer statutory rights always apply for faulty, damaged, or misdescribed products. The policy is subject to the Terms of Service.
Return and Exchange Window
Returns and exchanges are accepted within 30 days of receiving your order. Requests submitted after this period will not be accepted.
Return & Exchange Condition Requirements
To be eligible for a return or exchange, items must:
- Remain in the condition they were received, showing no signs of use beyond initial inspection (unused and unwashed)
- Include all original packaging, labels, and accessories
Non-Returnable Items
This includes items failing condition requirements, missing original packaging or accessories, damaged due to misuse or neglect, or returned without prior authorization.
How to Request a Return or Exchange
Contact customer support within 30 days of receiving your order at info@astrellora.com. Provide your order number, item(s), reason for return, and photos if applicable. Returns submitted without prior approval will be refused.
Damaged, Defective, or Incorrect Items
For any damaged, defective, or incorrect items received, contact us immediately at info@astrellora.com. Customers should provide their order number, describe the issue, and include photos. Resolutions include a replacement or full refund, following consumer protection guidelines.
Refunds
Refund approval or rejection is communicated after inspection. Approved refunds are processed to the original payment method within 7 days of approving your order. Processing times may vary depending on your payment provider.
Return Shipping
Instructions and return address are provided after return approval. For defective or error cases, shipping costs are covered by the store. For other returns, customers are responsible for return shipping. No restocking fees apply.
Exchanges
- If you request an exchange, instructions will be provided after approval.
- Replacement items are shipped once the returned item has been received and approved.
- If the requested replacement is unavailable, a refund will be issued instead.
Order Cancellations
Orders can only be canceled before processing by contacting customer support at info@astrellora.com. Once processed, cancellations are not possible, and returns must be made through the steps mentioned above.
Abuse & Fraud Prevention
The store reserves the right to refuse returns or exchanges if abuse, fraud, or repeated misuse is suspected.