RETURN & REFUNDS

We hope you enjoy our products as much as we do! But if something doesn’t work for you, we will make it right.

 

Changed Your Mind and Want to Change or Return An Item

You have 30 days from the date of delivery to return any items you do not wish to keep.For returned item, we do not charge restocking fees.

A. If you want to change an item, please contact us to return the products that you ordered, and place a new order.

B. If you want to return an item, please contact us to deal with it to return and get a refund.

Make sure they’re undamaged, resalable, and with all original product inserts and accessories and original packaging. (Note:If the original packaging is too damaged to be shipped back, you must use a box similar to the original.)

Please contact our Customer Service to Make a change to an order or cancellation. Customer Service email box: support@astuvia.com

Return shipping costs will be the responsibility of the customer, such as an item that didn't fit, didn't like the color/quality, changed your mind, ordered by mistake, bought it somewhere else, etc. We will refund the cost of the merchandise and shipping charges if the return is a result of our error or defective product.

Once both parties agree on the return, we will provide a return label via email for customers to download, print, and return.

 

Making A Change To An Order or Cancellation

Carefully review your order information for accuracy before submitting your order. Once an order is placed, if you want to make changes or cancellations, first of all, please check the status of your order.

    1. If your order status is unpaid, you can cancel it directly yourself.
    2. If you've paid for your order, in-stock items normally ship within 1-3 business days after an order has been paid. We accept cancellations on orders that have not yet shipped. We provide full refunds for orders that are canceled before they leave our warehouse. Otherwise, a return shipping fee will be deducted from your refund total. (Note: Changes or Cancellations are not guaranteed until you receive a confirmation from our customer service.)

 

Damaged or Missing Parts

If your item is damaged or missing parts, received the wrong item, please provide the listed details and contact our customer service via email: support@astuvia.com

    1. Photos of the entire item.
    2. Photos of the item's defect/damage from different angles.
    3. Photos of the label on the product.
    4. Photos of the original packaging(If the original packaging is available).
    5. PO number and a clear description of the damage.

 We will reply to your email within 48 business working hours.

 

Exceptions to Return Charge

You may request a return or refund without paying a return charge if the item you received meets the following conditions:

    1. The defective item that is damaged, broken, or stained upon receipt. (Please refer to the previous content "Damaged or Missing Parts")
    2. The item received is inconsistent with the order.

 

Non-returnable Items

We will not accept returns in the following situations:

    1. Request for return without sufficient required information (including images, a description of the problem, and an order number).
    2. An item that has been received beyond the 30-day return period.
    3. Small cuts, scratches, or damage to the item are caused by improper unpacking, installation, cleaning, and other reasons on the buyer's side.
    4. Discoloration and decay of wood due to abnormal use such as long-term exposure to direct sunlight and water immersion.
    5. Items contain any damage caused by misuse, negligence, intentional behavior, and accidents.

 

Refunds

We’ll initiate your refund when we receive your item(s) at our Return Center. Generally, refunds take 3-10 business days. If there is any question, please email us at the above customer service email address.

Product Delivery Delay

In the event that your order is delayed due to unforeseen circumstances, we will promptly notify you via email with an updated estimated delivery time. For any questions or additional information, please reach out to our customer service team at support@astuvia.com, and we’ll be happy to assist you.

If your order is delayed beyond the expected delivery date, we will offer you the option to cancel your order and refund to ensure your rights are protected.

We will regularly update you on the shipping status so you can track your order's progress in real time.



( Please email us before you want to cancel the order or have a call.)