Return & Refund Policy

ASTRAZONA

At ASTRAZONA, customer satisfaction matters to us. We want you to feel confident every time you shop with us. While we do our best to ensure that every order meets your expectations, we understand that sometimes a product may not be right for you or an issue may arise with your order.

This Return & Refund Policy explains when you can request a return, replacement, exchange, or refund and how we will assist you throughout the process.

By placing an order on our website, you acknowledge this policy, subject to your rights under applicable law.

1. Return Eligibility

We accept return requests for eligible products in accordance with the conditions outlined below.

To help us process your request smoothly, please ensure that:

• You contact us within 14 days of receiving your order for eligible returns.

• The product is unused and in its original condition, where applicable.

• Original packaging, accessories, tags, manuals, and other included items are retained, where applicable.

• You provide your order number and relevant details to help us verify the purchase.

Certain products may be subject to different return conditions due to their nature, hygiene requirements, customisation, or other legitimate restrictions. Any applicable restrictions will be communicated clearly before purchase.

These conditions do not limit your rights regarding defective, damaged, incorrect, counterfeit, or materially misdescribed products under applicable law.

2. Products Eligible for Return

A return, replacement, or other appropriate resolution may be available in the following situations:

Damaged product: Your order arrives physically damaged.
Defective product: The product has a manufacturing defect or does not function as intended.
Incorrect product: You receive a product different from the one you ordered.
Missing items: An item or accessory included in your order is missing.
Product not as described: The product materially differs from its description or specifications on our website.

If you experience any of these issues, please contact our support team as soon as reasonably possible so that we can investigate and help resolve the matter.

3. Non-Returnable Products

Certain products may not be eligible for a change-of-mind return, where legally permitted. These may include:

Personal care or hygiene-sensitive products that cannot reasonably be returned for hygiene reasons once opened.
Customised or personalised products made according to your specific requirements.
Products clearly identified as non-returnable before purchase, where such restrictions are lawful.
Products that have been damaged through misuse, accidental damage, or improper handling after delivery.

These exclusions do not apply where a return, replacement, refund, or other remedy is required by applicable law, including in cases involving defective, damaged, incorrect, or misdescribed products.

4. How to Request a Return

We have designed our return process to be as straightforward as possible.

Step 1: Contact Us

Email our customer support team at info@astrazona.com with your order number and the reason for your return request.

Step 2: Share the Details

Where relevant, provide clear photographs or a short video showing the damaged, defective, incorrect, or missing item. This helps us understand the issue and determine the appropriate resolution.

Step 3: Wait for Confirmation

Our team will review your request and inform you about the next steps, including return instructions or any additional information required.

Step 4: Return the Product

If a return is approved, follow the instructions provided by our support team. Please do not send a product to an address that has not been confirmed by us.

Step 5: Resolution

Once the returned product has been received and inspected, where inspection is appropriate, we will communicate the outcome and arrange an eligible refund, replacement, or exchange. We aim to handle every request fairly and efficiently.

5. Refund Policy

If your return is approved for a refund, the refund will generally be issued to the original payment method used for the purchase, where supported.

For Cash on Delivery (COD) orders, our support team will coordinate an appropriate refund method and request the necessary details securely.

Refunds may be available when:

A return is approved under this policy.
An order is cancelled after payment and a refund is due.
A product is confirmed as defective, damaged, incorrect, or materially misdescribed and a refund is the appropriate remedy.
An order cannot be fulfilled or delivered and a refund is due.
A refund is otherwise required under applicable law.

Refund eligibility and the appropriate remedy will depend on the circumstances of the order and applicable legal requirements.

6. Refund Processing Time

Once a refund is approved, ASTRAZONA will initiate the refund within 5–7 business days, unless a different timeline is communicated or required by applicable law.

After initiation, the time taken for the amount to appear in your account may depend on your bank, card issuer, payment gateway, or other payment provider.

If you have not received your refund within the expected timeframe, please contact us with your order number and refund confirmation details, if available.

We will do our best to help you track the status of your refund.

7. Replacement and Exchange Policy

Where appropriate and subject to product availability, ASTRAZONA may offer a replacement or exchange instead of a refund.

A replacement or exchange may be considered when:

The product received is damaged or defective.
The wrong product has been delivered.
An included component or accessory is missing.
Another eligible issue has been verified by our team.

If a replacement product is unavailable, we will discuss the available alternatives with you, including a refund where appropriate or legally required.

Any exchange involving a different product, size, colour, or variant will be subject to availability and the applicable terms communicated by our team.

If you receive a damaged, defective, incorrect, or materially misdescribed product, ASTRAZONA will provide an appropriate resolution in accordance with applicable law. Where a return is necessary, we will communicate the return shipping arrangements and applicable costs.

For eligible change-of-mind returns, if offered for a particular product, any applicable return shipping charges or deductions will be disclosed clearly before the return is completed.

We will not apply charges or deductions that are prohibited by applicable law.

8. Return Shipping Charges

9. Order Cancellation Policy

If you wish to cancel an order, please contact us as soon as possible using our official customer support email.

Orders may be cancelled before dispatch, subject to processing status and applicable law.

If your order has already been dispatched, cancellation may not be possible through the standard cancellation process. Please contact our support team to discuss the available options.

If an order is cancelled after payment has been collected and a refund is due, the refund will be processed in accordance with our refund procedures and applicable legal requirements.

Nothing in this section restricts cancellation rights that you may have under applicable law.

10. Damaged Products and Delivery Issues

We take concerns about damaged or incomplete deliveries seriously.

If your package arrives damaged, contains the wrong product, or appears to be missing an item, please contact us as soon as reasonably possible after delivery.

Please include:

Your order number.
A description of the issue.
Photographs of the product and packaging, where relevant.

We may request reasonable supporting information to investigate the issue. However, any documentation requirement will be applied fairly and will not override your statutory rights.

Our team will review your concern and communicate the appropriate next steps.