Asterra
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Shipping & Return Policy

1. ORDER PROCESSING

Please allow 5 days to process your order. Expect an email within 7 days to let you know your order is on the way!

2. GLOBAL SHIPPING

At this time, we do not ship to the following countries and regions due to logistics, customs, or regulatory restrictions: Russia, Belarus, Ukraine, Iran, North Korea, Syria, Cuba, Afghanistan, Sudan, Venezuela, as well as Southeast Asian countries and select regions with ongoing conflict or severe import limitations.

Shipping charges for your order will be calculated and displayed at checkout.

Your order may be subject to import duties and taxes (including VAT), which are incurred once a shipment reaches your destination country. Asterra is not responsible for these charges if they are applied and are your responsibility as the customer.

3. RETURNS AND EXCHANGES

Damage/Defect on Arrival

  • DOA Defined: A "Damage/Defect on Arrival" (DOA) is defined as any product that exhibits visible, operational, or structural issues upon delivery, which hinders its standard functionality.
  • Inspection Guidelines: We encourage you to unpack and thoroughly inspect your items within a 14-day window following the receipt of your goods, known as the "Inspection Period".
  • Reporting Procedures: Should you encounter any problems—ranging from aesthetic to operational and structural flaws—immediately after unpacking, avoid utilizing the product and contact our customer service with urgency.
  • Usage and Limitations: Post-inspection, our policy acknowledges only operational or structural defects as DOA. Aesthetic issues arising from product use are not considered DOA and are outside the scope of this policy.
  • DOA Commitment: Asterra is dedicated to facilitating a hassle-free return or exchange process for any DOA products reported during the Inspection Period, at no cost to you.
  • Product Acceptance: Failure to report any issues during the Inspection Period implies that the product has been received in satisfactory condition regarding appearance, performance, and structural integrity.

Return/Exchange without Reason

Asterra will accept return/exchange without reason within 14 days since you receive the goods. All items must be returned with original packaging and follow our instructions for fixation and protection.

Unused Goods

Refused Shipment

Once an order has been dispatched, we are unable to modify, redirect, or cancel it. Should you decide to refuse the shipment upon delivery, please be aware that a restocking fee of $50 per device will be applied. This fee is intended to partially offset our shipping and handling expenses.

Return/Exchange with Unopened Box

In the event that you choose to return or exchange a product with its original packaging unopened, you will be responsible for the return shipping costs. Additionally, you may be liable for compensation in the event of any loss or damage to the item during transit. To protect your interests, we strongly recommend documenting the condition of the packaging with pictures before initiating the return shipment.

Used Goods

In instances where you wish to return or exchange items that have been opened, you are responsible for the return shipping costs. Additionally, a re-boxing fee of $50 will apply to cover the expenses associated with repackaging the product.

A refurbishing compensation fee will be assessed for any components that exhibit signs of wear or damage, which may have occurred during use. It is important to note that certain parts may be irreparable. We strongly advise that you handle your device with care to avoid such fees.

Charges and Refunds

  • Shipping Cost: We offer free shipping exclusively for Damage/Defect on Arrival (DOA) cases. For all other return scenarios, customers are required to cover the shipping costs.
  • Packing and Protection: To prevent any secondary damage, it is mandatory that all returned items are sent back in their original packaging, adhering to our guidelines for secure fixation and protection. Retain the original packaging during the arrival period. If the original packaging is lost or unavailable, we can provide alternative packing solutions at an additional cost to you.
  • Risk on the Road: You are responsible for any loss or damage to the product during the return transit if it results from improper packaging or issues related to the logistics service provider. Upon receipt of the returned parcel, we conduct a thorough inspection and will communicate the outcome of our damage assessment to you.
  • Refunds: Refunds are processed promptly upon the receipt of the returned goods. For comprehensive details, please consult our Refund Policy.

Purchase from Non-official Channels

Please be aware that returns and exchanges for items purchased through distributors, dealers, partner retailers, or other e-commerce platforms that are not officially affiliated with us are not accepted.

Each of these entities sets its own policies and procedures for returns and exchanges. For assistance with returns or exchanges, kindly reach out to the original point of purchase to inquire about their specific return/exchange policy.

Disclaimer

This return and exchange policy only applies to sales of Asterra's official website and stores. Asterra reserves the interpretation right for all terms above.

If you have any further questions, please don't hesitate to contact us at support@theasterra.com.