Customer Service: support@astrionnova.com
Astrionnova Returns and Order Cancellation Policy
Order Cancellation Policy
We strive to process your orders as quickly as possible. If you need to cancel an order, please do so before it has shipped. Once an order has shipped, cancellations are not possible, but you can return the item following our return policy. In some cases, orders flagged as potentially fraudulent or not meeting our requirements may be canceled at any time, with a full refund issued to your original payment method within 3 to 10 business days.
100% Satisfaction & 30-Day Money Back Guarantee
We stand behind our products and are confident they will exceed your expectations. However, if you are not fully satisfied, we offer a 100% refund on eligible items purchased within 30 days, no questions asked. Our 100% Money Back Satisfaction Guarantee applies to all products, unless specified otherwise on the product detail page, provided they are used according to directions.
Possible Scenarios for Returns:
Case 1: Order Prepared but Not Shipped: If your order has been prepared but not shipped, you will receive a full refund, including taxes.
Case 2: Damaged or Faulty Product Received: If your product was damaged during transit or is faulty, please send us a photo of the product within 30 days for a replacement. If a photo is not provided, no refund will be issued.
Case 3: Order Shipped: Once your order has shipped, we cannot cancel or modify it. You are responsible for returning the package in its original packaging. We will refund the product cost, but shipping charges will remain your responsibility.
Case 4: Product Does Not Meet Expectations: Our 100% Satisfaction and 30-Day Money Back Guarantee ensures that if the product does not meet your expectations, you can return it in its original packaging. We will refund the product cost upon receipt, but please note that both the original and return shipping costs will be deducted from your refund.
Important Notes:
Changed Your Mind? How to Cancel an Order
If your order hasn’t shipped yet, contact our customer service team via online chat, WhatsApp, or email at support@astrionnova.com, and a team member will assist in canceling your order. If your order has already shipped, you will need to wait for the package to arrive and then return it to us.
Refund Processing Time
Refunds will be processed once we receive your returned item(s). Refunds will be issued via your original payment method and may take up to 10 days to appear in your account. This applies to items that are in new, unused, and resalable condition with undamaged original packaging.
Product Return Eligibility
Not all products are eligible for return. Unfortunately, we do not accept returns of used items that have been removed from their packaging, such as essential oils with opened lids. If you are unsure whether a product can be returned, please contact our customer service team.
Returning a Faulty or Damaged Item
If you receive a damaged or faulty item, it can be returned for a full refund or exchange. Please contact our customer service team within 48 hours of delivery to arrange the return. If any items are missing from your delivery, please notify us within 48 hours of receipt. If items are damaged, faulty, or misdescribed, we will cover the cost of return shipping.
Exchanges
Items can be exchanged within 30 days of receipt, provided they are in resalable condition and are not listed as non-returnable. Items can be exchanged for another item of the same value, or if you prefer, a credit memo can be issued for the value of the returned items, redeemable in-store or online at any time.
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