We want you to be satisfied. Please read this policy carefully — returns must meet the rules below.
Eligibility
- Requests must be made within 20 calendar days from delivery date.
- Product must be unused, in original packaging, and include all accessories. Items showing signs of misuse or damage (beyond original defects) may be ineligible.
Required photos for return request
When you email a return request to support@astraceleste.com, attach 5 clear images showing:
- The product (close-up) and overall condition.
- At least 2 images that clearly show the original packaging and your receipt (packing slip and/or order confirmation).
- Additional images that demonstrate the product condition (if relevant).
Return approval process
- Email your return request and the 5 images to support@astraceleste.com.
- Our support team will approve or disapprove within 24 hours via the same email thread.
- If the request is disapproved, we will list the specific reason(s). You may submit a fresh return application in the same email thread addressing the reason(s).
- If the request is approved, we will email you an official Return Slip and the shipping address. The Return Slip must be printed and affixed conspicuously to the package according to postal/postage requirements.
Shipping the return
- Customers are responsible for return shipping costs unless otherwise stated in the approval email.
- Use a trackable shipping method and retain tracking information.
Refund timeline
- After we receive and inspect the returned item, eligible refunds will be issued to the original payment method within 7–10 business days. The refund timing may depend on your bank or payment provider.
Exchanges
Exchanges require a new order. Contact support to discuss options.
Damaged or incorrect items
If you received a damaged or incorrect item, email support@astraceleste.com with your order number and photos of the product and packaging immediately.
Questions: support@astraceleste.com.