Astoraa Exchange Returns Policy:-
At Astoraa, we proud of our Luxury Designs and best in class craftsmanship. The jewellery that we create is inspected for the finest quality by our team of expert quality controllers and is certified and hallmarked by BIS. We partner with Logistic Service Providers of good repute to have your product delivered to you in the most efficient manner, however there could be circumstances beyond our control where you could receive a damaged / defective product or a product that is not the same as per your original order.
Should such an unexpected situation arise, we will be happy to assist you in rectifying the problem and work with you to make your experience of shopping at www.astoraa.com a memorable one. With a customer first attitude, we thrive to give you a smooth experience in having your product exchanged. Keeping in mind the busy schedules of our esteemed customers, we have devised a 30-day exchange policy, however in case of a tampered or damaged packaging, we have devised a 24 Hour intimation policy in order to expedite the process of exchange.
Our Exchange Policy is subject to change at any time without notice. To make sure you are aware of any changes, please review this policy periodically.
1) Incorrect Product/ Size Shipped, Product is Defective, In-transit Damage
1.1. As soon as you receive the package, please record a video while opening the package. This would help us understand if there was any damage in the package during transit and help process quick returns; also for future quality improvement process.
AND
Contact and send the video to Astoraa customer care within 24 hours, with the subject line as the Order Number mentioned on the invoice via:-
Email: - care@astoraa.com
Whatsapp: - +91-89 7300 7300
a. We request our customers to call or mail us within 24 hours for Tampered or Damaged Package received.
b. One of our customer service executives will call you within 48 hours from the time of registering the claim.
c. We will initiate the product exchange within 7 working days from the time of claim resolution, for the same product. Processing time will be standard and applicable.
2. Ordered Incorrect Size and need assistance with Re-sizing
2.1. As soon as you receive the package, please record a video while opening the package. This would help us understand if there was any damage in the package during transit and help process quick returns; also for future quality improvement process.
AND
Contact and send the video to Astoraa customer care within 24 hours, with the subject line as the Order Number mentioned on the invoice via:-
Email: - care@astoraa.com
Whatsapp: - +91-89 7300 7300
a. One of our customer service executives will call you within 48 hours from the time of registering the request.
b. Though we have a size guide on our website, we encourage our customers to verify the product size, especially ring & bangle sizes with their local jeweller, which would make the process of ordering online a smooth and satisfying process.
c. If you have made an error in selecting the correct product size at the time of placing the order, we would be happy to resize the product for you or ship a new one if available in stock.
d. Products purchased through sales promotions, discounts, EMI or any other promotional activities cannot be resized under this policy.
What Next?
Pack the product in the original package box and seal it properly (refer note below), and keep it ready. Once your exchange is approved, one of our logistic partners will contact you to collect your return. Kindly allow up to 72 hours for processing of the same.
Kindly note that we will inspect the item before exchanging and exchange will take place only under following conditions:
- The exchange is possible only if we have shipped an incorrect product/ product size, defective product, or any damage during transit.
- All our products are sent with a tamper proof tag. Returns will only be accepted if the product is returned in the original box and the tamper proof tag is intact (Not broken).
- The products should be new or in unused condition. It should not have any scratches, marks or damage. It is understood that the customer will have to return the product in its original state along with invoice(s), Packaging(s), Certificate(s), Coupon(s), and Warranty Card(s); to the Delivery Partner Agent (DPA). Our DPA is under instruction to verify all the original content while accepting the product for exchange. Customer co-operation is solicited.
- In case of ring size replacement, we will ship the desired ring size, if available in stock. Two way shipping cost has to be borne by the customer, approximately Rs 350/- within India and will be informed to the customer before approving such exchanges. For International ring size replacement kindly contact care@astoraa.com.
- Where a balance payment is applicable from the customer, as in the case above, we will initiate the exchange and shipping of such products post confirmation of receipt of such moneys. Customer co-operation is solicited.
Refunds Process
- Refunds will be processed on the final invoiced value only, which means the amount which the customer has paid to Astoraa.
- We do not issue refunds in the form of cheques, cash, drafts or bank transfers. Refunds are issued in the form of Astoraa Credit. The value of the Astoraa Credits will be same as the amount paid by the customer for the relevant product purchased. These credits can be used to make a future purchase on www.astoraa.com and the same will be valid for a period of 6 months from the date of allotment.
Cancel an Exchange
- If you wish to cancel your exchange order, kindly contact our customer care team as soon as possible with your order number. As long as your order has not been dispatched we can cancel it and add Astoraa credits to your account.
Cancellation/ Exchange for International Orders
· If you wish to cancel your exchange order, kindly contact our customer care team as soon as possible with your order number. As long as your order has not been dispatched we can cancel it and add Astoraa credits to your account.
Astoraa Customer Care
Email: care@astoraa.com
Whatsapp: +91-89 7300 7300
· If your order has already been shipped, Please note, that in the unfortunate event of “Returns of Goods or Cancellation of International Order”, none of the following charges would be refunded:
• Shipping Charges
• Duties & Taxes Levied
• Loss due to currency exchange
· Bank transfer/ transaction charges levied to the customer at the time of paying Astoraa, Bank transfer charges/ transaction charges at the time of refunding the customers by Astoraa, any other charges incurred except for the value of the goods purchased.
For e.g. A customer from the USA makes a USD 100 (excluding shipping charges) purchase from Astoraa and wishes to return the products following the refunds policy, then Astoraa is obliged to refund Astoraa Credits to the relevant customer’s account. The value of Astoraa Credits refunded will depend on the Bank transfer/ transaction charges as these will be deducted from the purchase value. If the bank charges amount to USD 5, then Astoraa is obliged to refund the customer’s account with USD 95 only. Astoraa is not obliged to refund any duties or taxes paid by the customer in his/ her country of delivery.
· Please note, we do not issue refunds in the form of cheques, cash, drafts or bank transfers. Refunds are issued in the form of Astoraa Credits only. These credits can be used to make a future purchase on www.astoraa.com and the same will be valid for a period of 6 months from the date of allotment.
· In certain cases there is a ban on importing/exporting certain items in certain countries. In such events if we have to cancel the order, Astoraa would refund the value of the product excluding the bank transaction/ transfer charges only, as stated in the above example. All the legal liabilities not limited to imports, would remain of the customer who is importing Astoraa products in his/her country.
Kindly note, a cancellation or return of an International order is not applicable if a customer opens the package. Kindly DO NOT open the package if you need to cancel and return the package for some reason keeping all the Custom and regulatory seals intact.
