You can request for order cancellation by clicking on the ‘Cancel request’ button from My account> Order menu for any order those are ‘pending payment’ or ‘processing’. Cancellations are not applicable to orders already ‘awaiting shipment’/’shipped’ or ‘completed’.
In applicable cases, the order will be cancelled, and the money (if paid) will be refunded to you within 24-48 business hours after the cancellation request is duly processed by us. It may take additional 7-15 working days for the amount to reflect in your account depending on your service provider.
Return, Replacement and Refund
All items are thoroughly checked by ASTERIA before leaving the warehouse and then handed over to trusted delivery partners. We can assure you that you will receive your order protected and hassle-free. Even then in rare cases parcels might get damaged in transit. In such cases please refer to following facilities provided.
When is my order eligible for return/ refund/ replacement?
If the product is defective, wrong, in less quantity than ordered or damaged in transit
What to do in case of a dispute?
Step-1: Please inform ASTERIA customer support team within 24 hours of completed delivery about the issue (for pre-paid orders only).
Step-2: Provide us with your order ID details and your request to return/ refund/ replacement your order. Kindly email the unpacking video of parcel and the invoice for our reference, if applicable.
Additionally, all disputes regarding cash on delivery orders must be informed while delivery in the presence of delivery man and defective/ wrong/ damaged item must be returned with the delivery person. It is important that you DO NOT PAY FOR MISSING ITEMS/ ITEMS NOT RECEIVED IN ORDER PACKAGE and only pay for items received at hand according to attached invoice. Such issues regarding cash on delivery orders cannot be dealt with later on.
Step-3: Please wait to be contacted by ASTERIA customer support team which may take a maximum of 3 working days. Upon agreement with our customer support representative you may send a return, where applicable.
How can I contact ASTERIA customer support team?
- • You can call/ text our customer support number (01891986182)
- • You can email at firstname.lastname@example.org
Informing through social media platforms (including but not limited to Facebook page, Facebook group, Instagram, Whatsapp) cannot be considered as valid complaint.
Where do I send the return?
1A, House 20, Road 15, Sector 14, Dhaka
How long will it take to receive the refund?
When applicable, we will process the order refund within 3 business days of successfully receiving the return. It may take additional 7-15 working days for the amount to reflect in your account depending on your service provider.
How long will it take to receive the replacement item(s)?
When applicable, we will process the replacement order within 3 business days of successfully receiving the return. Please visit our Shipping & Delivery policy to find estimated delivery date.
How long will it take to receive my missing item(s)?
When applicable, we will process the missing items(s) order within 3 business days of properly filed complaint. Please visit our Shipping & Delivery policy to find estimated delivery date.
Which items are NOT ELIGIBLE for returns/ refunds and replacements?
- • Items without original seal, brand tag, label and safety measures (such as bubble wrap/ carton box) as it was while leaving ASTERIA. Tampered measures will result in ineligibility of returns/ refunds and replacements.
- • Items having any sign of use, alteration, wear or tear
- • Reason of return including but not limited to ‘Change of mind’/ ‘No longer required’ or ‘Not meeting expectations’.
Points to note-
- • All returns/ refunds and replacements are subjected to inspection by ASTERIA inspection team upon receiving.
- • All returns must reach ASTERIA warehouse within 10 working days of initially informed complaint.
- • If the item came with the free promotional items (including but not limited to gifts/ coupons/reward points) the free item must also be returned/refunded.
- • Original invoice must be attached with return.
- • Proof of sending return (e.g- courier receipt) must be emailed to email@example.com after it is sent.
- • ASTERIA is not obligated to refund the user’s money what he/she paid until the product status changed to “Returned” i.e product is successfully returned to ASTERIA warehouse.
- • Shipping charges would not be included in the refund value of your order as these are non-refundable charges.
- • Eligible items will be attempted to replacement first depending on stock availability. Refund shall be processed only when item is out of stock.
- • In case of cash on delivery orders, it is the sole responsibility of clients to check products for quantity, damages, defects or spillages and return item(s) in question in presence of the delivery person while delivery, if not matched with original order.
- • Under special circumstances, if it is not possible to check products in presence of delivery man client must present unboxing video as proof of missing/ wrong/ broken item. ASTERIA cannot be deemed liable in failing to do so. Client must follow proper unboxing video format as eligibility of return/refund/replacement. Please check reference video format here-