Refund policy

Our Refund Criteria

We offer full refunds exclusively under the following two circumstances:

  1. Damaged Items: If your product arrives damaged or defective.

  2. Non-Delivery: If your order does not arrive within the estimated shipping window (up to 14 working days plus processing time).

Note: We do not currently offer traditional returns or exchanges for change-of-mind purchases. Please review your order carefully before completing your checkout.

How to Request a Refund

To initiate a refund request, please email our support team at astraleo.store.business@gmail.com with the following information:

  • Order Number: Located in your confirmation email.

  • Proof of Issue: * For damaged items, please attach clear photos or a short video showing the damage.

    • For non-delivery, please provide your tracking number so we can verify the shipment status with the carrier.

Processing Your Refund

Once your proof has been submitted and verified by our team:

  • Approval: We will notify you via email regarding the approval of your refund.

  • Credit: Approved refunds are processed immediately. The funds will be credited back to your original payment method (e.g., credit card or PayPal).

  • Timeline: While we issue the refund instantly, it may take 5–10 business days for the amount to appear on your statement, depending on your financial institution.

Late or Missing Refunds

If you haven't received an approved refund after 10 business days, we recommend first checking your bank account again, then contacting your credit card company or bank. There is often some processing time before a refund is officially posted.

If you’ve done all of this and you still have not received your refund, please contact us at astraleo.store.business@gmail.com.

Customer Support Our goal is to ensure you have a seamless experience. If you have any concerns regarding a specific order, please reach out to us—we are here to help.