RETURN AND EXCHANGE

 

Conditions for Return and Exchange

– The product must be unused and in its original condition; it must be sent completely with its box, certificate, tag, and security seal.

– The product to be returned or exchanged undergoes a quality control process after it reaches Astarte. If use, alteration in the form of the tag and security seal, removal of the seal, or damage or deficiencies in the product are detected, the return or exchange will be rejected.

– Returns or exchanges sent without prior written approval from Astarte will not be accepted and may be returned to the sender at the customer’s expense.

– All returns and exchanges must be carried out via DHL Express. Upon approval of the return or exchange request, Astarte will provide its DHL Express return account details. The customer must ship the product using this account and deliver it to the carrier accordingly.

– All return and exchange shipments are processed via DHL Express and are insured during transit. The customer is responsible for ensuring that the shipment is properly handed over to the carrier and that all required shipping procedures are correctly followed.

– Delivery records provided by DHL Express, including tracking information and delivery confirmation, shall be considered conclusive proof of delivery.

– All shipping and customs costs incurred during the initial delivery and return process will be deducted from the total amount paid by the customer.

– During the return and exchange process, the customer is responsible for ensuring proper shipment handling. Astarte is not responsible for delays, losses, or issues once the shipment has been accepted by DHL Express.

– If the customer refuses delivery, fails to accept the shipment, or does not complete required customs procedures, all shipping, return shipping, customs duties, and related costs will be deducted from the total paid amount.

– If a shipment is returned to Astarte due to failed delivery, incomplete customer information, or customer unavailability, Astarte reserves the right to deduct all incurred logistics and customs costs from any applicable refund.

– In case of an exchange, any additional shipping and customs costs required to deliver the new product to the customer’s country will be borne by the customer. If requested, Astarte may assist operationally in managing this process.

– Approved returns must be shipped within 5 business days from the date of approval. Returns shipped after this period may be rejected.

– Astarte reserves the right to document the condition of returned items through photo and video recording during inspection. These records may be used as evidence in case of disputes.

– After the product inspections are completed, if the return is approved, the refund will be made via the original payment method used for the purchase.

 

Products Not Eligible for Return

– As all products are made-to-order, items that have been customized or modified upon the customer’s request (including but not limited to chain length adjustments or custom ring sizes outside standard production) are not eligible for return.

– Earrings, piercings, and similar products that carry hygiene risks are not eligible for return or exchange.