Refund & Return Policy

We want you to love your purchase. If you're not completely satisfied, we're here to help.

 

1. Order Cancellation

  • Orders can be canceled for a full refund before they are shipped.
  • Once the order has been shipped, it can no longer be canceled.

 

2. 30-Day Return Policy

We offer a 30-day return window from the date of delivery.

To be eligible for a return:

  • The item must be unused, unchewed, and in its original condition
  • The item must be returned in its original packaging
  • Proof of purchase is required

 

3. Non-Returnable Items

We do not accept returns for:

  • Used, damaged, or altered items (not due to our fault)
  • Personalized or custom-made products
  • Clearance or final sale items

 

4. Damaged, Defective, or Incorrect Items

If you receive a defective, damaged, or incorrect item:

  • Contact us within 48 hours of delivery
  • Provide clear photos or videos as proof

Once confirmed, we will:

  • Send a free replacement, or
  • Issue a full refund

All related costs in these cases will be covered by us.

 

5. Return Shipping & Fees

For returns that are not due to product defects or our error:

  • Customers are responsible for return shipping costs
  • Original shipping fees are non-refundable
  • A restocking fee of 15%–20% may apply depending on the condition of the returned item

Additional deductions may apply if:

  • The item is returned with missing parts
  • The packaging is damaged
  • The item shows signs of use

 

6. Return Process

To initiate a return:

  1. Contact us at

E-mail: info@astrachase.com

E-mail: service@astrachase.com

  1. Provide your order number and reason for return
  2. Wait for approval and return instructions

Please note:

  • Returns sent without prior authorization will not be accepted

Once approved:

  • Items must be shipped back within 14 days

 

7. Refunds

  • Once your return is received and inspected, we will notify you
  • Approved refunds will be processed within 5 business days
  • Refunds will be issued to the original payment method

Please note that it may take additional time for your bank or payment provider to process the refund.

 

8. Failed Delivery / Refused Packages

If a package is:

  • Refused
  • Unclaimed
  • Returned due to an incorrect or incomplete address

We will issue a refund minus shipping costs and handling fees.

 

9. Exchanges

We do not offer direct exchanges.
If you need a different item, please place a new order and return the original item.

 

10. Important Notes

  • We reserve the right to deny any return that does not meet the conditions above
  • Excessive or abusive return behavior may result in refusal of future service

 

11. Scope of Application

This Refund & Return Policy applies only to retail (B2C) orders.

For wholesale (B2B) orders or customized products, all after-sales service, return, refund, and liability terms shall be governed exclusively by the specific contract or agreement signed between both parties. This policy does not apply to such transactions.

 

If you have any questions, feel free to contact us at:

E-mail: info@astrachase.com

E-mail: service@astrachase.com