Refund policy
Your right to cancel (14-day withdrawal right)
If you are a consumer in the EU, you have the right to withdraw from your purchase within 14 days without giving any reason.
The withdrawal period expires 14 days from the day on which you, or a third party indicated by you other than the carrier, take physical possession of the goods. If your order is delivered in multiple parcels, the period runs from the day you receive the last item.
To exercise the right of withdrawal, you must inform us of your decision by a clear statement — email astrellasupport@gmail.com — before the 14-day period expires. You may use the model withdrawal form at the end of this policy, but you are not required to.
Sending the item back
After telling us you are withdrawing, you must send the goods back to us without undue delay and in any event within 14 days of that notification.
Return address: Kungsvägen 130A, apartment, 352 44 Växjö, Sweden
Please contact astrellasupport@gmail.com before sending anything back so we can confirm the return and reference your order.
You are responsible for the direct cost of returning the goods. We recommend using a tracked service, as you bear the risk of loss or damage in transit until we receive the item.
You are only liable for any reduction in the value of the goods resulting from handling beyond what is necessary to establish their nature, characteristics and functioning.
Refunds
We will refund all payments received from you, including the standard delivery cost where applicable, without undue delay and no later than 14 days from the day we are informed of your decision to withdraw.
We may withhold the refund until we have received the goods back, or until you supply proof of having sent them, whichever is earlier.
Refunds are made using the same payment method you used for the original transaction, unless you expressly agree otherwise. You will not incur any fee as a result of the refund.
Exceptions
The right of withdrawal does not apply to certain goods under EU consumer law, including:
- Goods made to your specifications or clearly personalised
- Sealed goods which are not suitable for return for health protection or hygiene reasons, if the seal has been broken after delivery
- Goods which are liable to deteriorate or expire rapidly
- Sealed audio, video or software, if the seal has been broken after delivery
Where an exception applies, it is stated clearly on the product page before you buy.
Faulty, damaged or incorrect items
This is separate from, and in addition to, the 14-day withdrawal right.
If an item arrives faulty, damaged, or is not what you ordered, contact us at astrellasupport@gmail.com with your order number and photographs of the item and packaging. We will arrange a replacement or a full refund, and we cover the return shipping cost in these cases.
You have a legal guarantee of conformity of at least two years from delivery under EU law. Consumers in some member states, including Sweden, have longer periods under national law, and nothing in this policy limits the mandatory rights you have under the law of your country of residence.
Non-delivery
If your order has not arrived within the estimated delivery window, contact us at astrellasupport@gmail.com and we will investigate, and replace or refund the order.
Model withdrawal form
Complete and return this form only if you wish to withdraw from the contract.
To: Astrella, Kungsvägen 130A, apartment, 352 44 Växjö, Sweden — astrellasupport@gmail.com
I/We hereby give notice that I/We withdraw from my/our contract of sale of the following goods:
Ordered on / received on: ______________________
Order number: ______________________
Name of consumer(s): ______________________
Address of consumer(s): ______________________
Signature (only if this form is notified on paper): ______________________
Date: ______________________