Astropad values transparency and customer satisfaction. This article outlines the company’s refund policy regarding the following:
Shipping charges
Conditions for reimbursement when returning incorrect items
Refund Policy for Standard Returns
When returning a product, such as a Luna Display, please note the following refund conditions:
Product Cost Refund: Approved refunds for returned products are issued to the original payment method that was used for the purchase. Customers will be reimbursed for the cost of the product itself.
Non-Refundable Shipping Charges: Shipping charges incurred during the original purchase are non-refundable. This policy applies to both domestic and international orders.
Import Duties, Taxes, and Carrier Fees: Any import duties, taxes, brokerage, or carrier-imposed fees on international orders are set by the destination country or the carrier, not Astropad. While these fees are generally non-refundable, customers may be eligible for reimbursement if they provide proof of the charges to Astropad. This is determined on a case by case basis.
Verifying Suspicious Fee Requests
Be cautious of unsolicited emails or messages requesting customs or duty fees. Always verify such requests by cross-checking your shipment’s official tracking information. Do not click on links or open attachments from unexpected emails. Customs fees should only be paid through official channels, such as the carrier’s official website or your account, once tracking confirms the shipment is at customs. If a message seems unrelated to your shipment or arrives before the package reaches customs, treat it as suspicious or spam.
Refusal of Delivery
If you do not wish to pay the import fees for an international order, you can refuse delivery. Once the package is returned to Astropad, a refund for the purchase will be processed. However, note that import fees or taxes assessed by your country may not be refundable.
Refund Policy for Incorrect Items
Astropad takes responsibility for errors in order processing. If we accidentally ship an incorrect item to you, we will cover the cost of returning that item if necessary.
If the post office or carrier requests import/customs fees for a replacement order, provide them with an invoice showing the replacement order's value as $0. This documentation helps verify that the item was shipped at no charge and can prevent or remove improper fees.
These errors will be handled on a case-by-case basis, so please reach out to our support team via chat or email with the following:
Your order number
Details about the error
Confirm the correct item
Confirm your shipping address
After reviewing your order, our team may provide a refund or ship you the correct item, based on the information provided and customer request.
Key Notes
Make sure to follow the specified return process to prevent delays in processing your refund.
For standard returns, ensure the product is returned in its original condition and within the stated return period to qualify for a refund.
Provide proof of customs fees for reimbursement if applicable.
Verify any customs fee requests to ensure they are legitimate and avoid potential scams.
By adhering to these guidelines, customers can ensure a smoother returns and refund process. For further questions or assistance, feel free to contact Astropad's customer support team.