Refund Policy

At Astredex, we want you to be completely satisfied with your purchase. If you're not happy with your order, we're here to help. This Refund Policy outlines our procedures for returns, exchanges, and refunds.

1. Our 30-Day Return Policy

We offer a 30-day return policy from the date you receive your product. If 30 days have passed since delivery, unfortunately, we cannot offer you a refund or exchange.

1.1 Eligibility for Returns

To be eligible for a return, your item must meet the following conditions:

• Item must be unused and in the same condition that you received it
• Item must be in its original packaging with all tags attached
• You must have proof of purchase (receipt or order confirmation)
• Item must not be on the list of non-returnable items (see Section 3)
• Item must be returned within 30 days of delivery

1.2 Proof of Purchase

You will need to provide one of the following:

• Original receipt or invoice
• Order confirmation email
• Order number from your account
• Credit card or bank statement showing the purchase

2. How to Initiate a Return

2.1 Step-by-Step Return Process

1. Contact Us: Email [email protected] or call +44 9188 433605 to request a return authorization
2. Provide Information: Include your order number, item(s) to return, and reason for return
3. Receive Authorization: We'll send you a Return Merchandise Authorization (RMA) number within 2 business days
4. Pack Your Item: Carefully package the item in its original packaging with all accessories
5. Ship the Item: Send the package to our returns address using a trackable shipping method
6. Receive Confirmation: We'll email you once we receive and inspect your return

2.2 Return Shipping Address

2.3 Return Shipping Costs

• Standard Returns: Customer is responsible for return shipping costs
• Defective or Damaged Items: We cover return shipping costs
• Wrong Item Sent: We cover return shipping costs and expedite replacement
• Change of Mind: Customer pays return shipping

Shipping Tip: We recommend using a trackable shipping service or purchasing shipping insurance. We cannot guarantee that we will receive your returned item.

3. Non-Returnable Items

Certain items cannot be returned for hygiene, safety, or customization reasons:

3.1 Items That Cannot Be Returned

• Custom-made or personalized furniture
• Made-to-order items with specific customizations
• Mattresses and bedding (for hygiene reasons)
• Clearance or final sale items marked as non-returnable
• Gift cards and promotional vouchers
• Opened or used personal care items
• Items damaged due to misuse or improper assembly
• Products without original packaging and tags

3.2 Special Circumstances

For non-returnable items that arrive damaged or defective, please contact us immediately. We will work with you to find a suitable solution, which may include repair, replacement, or partial refund.

4. Refunds

4.1 Refund Processing

Once we receive and inspect your return:

• We will send you an email confirming receipt of your returned item
• We will inspect the item to ensure it meets return criteria
• If approved, your refund will be processed within 5-7 business days
• Refund will be issued to your original payment method
• You will receive email confirmation once refund is processed

4.2 Refund Timeline

• Credit/Debit Cards: 5-10 business days after processing
• PayPal: 3-5 business days after processing
• Bank Transfer: 7-14 business days after processing

Please Note: The time it takes for the refund to appear in your account depends on your financial institution's processing time.

4.3 Partial Refunds

We may grant partial refunds in the following situations:

• Item shows obvious signs of use or wear
• Item is returned more than 30 days after delivery (at our discretion)
• Item is missing parts or accessories (amount deducted for missing items)
• Item is damaged but damage was not caused by our error
• Original packaging is damaged or missing

4.4 Refund Amounts

• Product purchase price will be refunded in full (if approved)
• Original shipping costs are non-refundable (except for defective/wrong items)
• Return shipping costs are not reimbursed (except for our error)
• Restocking fees may apply (see Section 4.5)

4.5 Restocking Fees

A restocking fee may apply in certain circumstances:

• Large furniture items: 15-20% restocking fee
• Opened packaging on certain items: 10% restocking fee
• Returns after 21 days: 10% restocking fee (at our discretion)
• No restocking fee for defective, damaged, or incorrect items

5. Exchanges

5.1 Exchange Policy

We only replace items if they are defective or damaged. If you need to exchange an item for the same product:

• Contact us at [email protected] within 30 days of delivery
• Provide photos of defective or damaged items
• We will send a replacement at no additional cost
• Return shipping is covered by us for defective items

5.2 Different Item Exchange

If you wish to exchange for a different item:

• Return the original item following our return process
• Once refund is processed, place a new order for desired item
• This ensures you receive the item you want in the shortest time

6. Defective or Damaged Items

6.1 Inspection Upon Delivery

Please inspect your order immediately upon delivery:

• Check packaging for visible damage
• Inspect all items for defects or damage
• Verify all parts and accessories are included
• Report any issues within 48 hours of delivery

6.2 Reporting Defective/Damaged Items

If you receive a defective or damaged item:

1. Contact us immediately at [email protected] or +44 9188 433605
2. Provide your order number and description of the issue
3. Send clear photos showing the defect or damage
4. Include photos of packaging if damage occurred during shipping
5. Keep all packaging materials until issue is resolved

6.3 Resolution Options

For defective or damaged items, we offer:

• Full Replacement: We'll send a new item at no charge
• Repair: We'll arrange professional repair if appropriate
• Full Refund: Including original shipping costs
• Partial Refund: If you wish to keep item with minor defects

We will cover all costs associated with returns of defective or damaged items, including return shipping.

7. Wrong Item Received

If you receive the wrong item:

• Contact us immediately at [email protected]
• Provide your order number and photos of received item
• We will arrange immediate pickup of wrong item (at our cost)
• Correct item will be shipped to you immediately
• You will receive expedited shipping at no charge
• Full refund available if you prefer not to wait for replacement

8. Cancellations

8.1 Order Cancellation Policy

You may cancel your order under the following conditions:

• Before Shipment: Full refund available if order hasn't shipped
• Within 24 Hours: Cancel online or by contacting customer service
• After Shipment: Follow our standard return process once delivered
• Custom Orders: Cannot be cancelled once production begins

8.2 How to Cancel

1. Log into your account and go to "Order History"
2. Select the order you wish to cancel
3. Click "Cancel Order" button (if available)
4. Or email [email protected] with your order number
5. We'll confirm cancellation via email within 24 hours

8.3 Cancellation Refunds

• Full refund if cancelled before shipment
• Refund processed within 3-5 business days
• Returned to original payment method
• Restocking fee may apply for custom orders

9. Gifts and Gift Returns

9.1 Gift Returns

If the item was marked as a gift when purchased and shipped directly to you:

• You may return the item following our standard return process
• Gift refunds are issued as store credit
• Store credit can be used for future purchases
• Store credit is valid for 12 months from issue date

9.2 Exchanges for Gifts

Gift recipients may exchange items for different products of equal value, subject to availability and our exchange policy.

10. Sale and Clearance Items

10.1 Discounted Items

• Sale items can be returned within 30 days if not marked "Final Sale"
• Same return conditions apply as regular-priced items
• Refund will be for the sale price paid
• Additional restocking fee may apply (up to 15%)

10.2 Final Sale Items

• Items marked "Final Sale" or "Clearance - No Returns" cannot be returned
• Exception: Items that arrive defective or damaged
• These items are clearly marked at time of purchase

11. Furniture Assembly and Returns

11.1 Assembled Furniture

• Furniture must be disassembled for return
• Customer is responsible for proper disassembly and packaging
• Furniture damaged during customer disassembly cannot be fully refunded
• Keep assembly instructions and hardware for potential returns

11.2 Assembly Damage

• Damage occurring during professional assembly: Contact us immediately
• Damage occurring during customer assembly: Not covered unless product defect
• Missing parts: Contact us for free replacement parts

12. Multiple Item Returns

When returning multiple items from one order:

• You may return some or all items from an order
• Each item must meet return eligibility requirements
• Partial order returns are processed individually
• Shipping discounts are adjusted proportionally for partial returns
• One RMA number can cover multiple items from same order

13. International Returns

For customers outside the United Kingdom:

• Same 30-day return policy applies
• Customer responsible for return shipping and customs fees
• Items must be returned to our UK address
• International shipping costs are non-refundable
• Customs duties and taxes are non-refundable
• Contact us before returning for specific instructions

14. Consumer Rights (UK)

In addition to our return policy, UK consumers have statutory rights under the Consumer Rights Act 2015:

14.1 Your Legal Rights

• Right to reject faulty goods within 30 days for full refund
• Right to repair or replacement if item develops fault after 30 days
• Right to final refund if repair or replacement fails
• Protection against unfair contract terms
• Items must be as described, fit for purpose, and of satisfactory quality

14.2 Distance Selling Regulations

Under UK Distance Selling Regulations, you have the right to cancel your order within 14 days of receiving goods, for any reason, without penalty (subject to conditions).

Important: Nothing in our Refund Policy affects your statutory rights as a consumer.

15. Warranty Information

15.1 Manufacturer Warranties

• Many products come with manufacturer warranties
• Warranty details are provided with products
• Warranty claims should be directed to us or manufacturer
• We will assist with warranty claim processing

15.2 Astredex Quality Guarantee

• We stand behind the quality of our products
• Manufacturing defects are covered beyond return period
• Contact us if you discover defects after 30 days
• We'll work with you to find a fair solution

16. Refund Status Tracking

To check your refund status:

1. Log into your Astredex account
2. Go to "Order History" and select the returned order
3. View return status and refund processing stage
4. Or contact [email protected] with your order number

Refund Stages:

• Return Initiated
• Item Received
• Inspection Complete
• Refund Approved
• Refund Processed

17. Special Circumstances

17.1 Force Majeure

In case of events beyond our control (natural disasters, pandemics, etc.), return timelines may be extended. We will communicate any delays promptly.

17.2 Business Closures

If returns cannot be processed due to temporary closure, the 30-day return window will be extended accordingly.

18. Contact Us About Returns

For questions about our Refund Policy or assistance with returns:

19. Policy Updates

We may update this Refund Policy from time to time. Changes will be posted on this page with an updated "Last Updated" date. Material changes will be communicated via email to registered customers.

Your continued use of our website after changes constitutes acceptance of the updated policy.

20. Feedback

We value your feedback on our return process. If you have suggestions for improvement or concerns about your return experience, please let us know:

• Email: [email protected]
• Phone: +44 9188 433605
• Or complete our online feedback form

Your satisfaction is our priority, and we continuously work to improve our services.

This Refund Policy complies with UK Consumer Rights Act 2015, Distance Selling Regulations, and Google Ads policies.

Thank you for choosing Astredex. We're committed to making your shopping experience as comfortable and worry-free as your home.