ASTHROPOLIS | RETURN & REFUND POLICY

Domain: asthropolis.store

Support Email: help@asthropolis.store

Jurisdiction: United Kingdom (UK)

UK Statutory Compliance Statement: This Return and Refund Policy has been fully drafted in accordance with the statutory consumer laws of the United Kingdom, specifically the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. This policy does not affect your statutory legal rights as a consumer under British law.

1. Statutory Right to Cancel (14-Day Cooling-Off Period)

Under the Consumer Contracts Regulations 2013, consumers inside the United Kingdom ordering online have the legal right to cancel their order and request a full refund for any reason within a statutory cooling-off period.

• Cancellation Period: The cancellation period expires precisely 14 days from the day on which you, or a third party indicated by you (other than the carrier), acquires physical possession of the goods.

• Notification Requirement: To exercise your statutory right to cancel, you must inform us of your decision via a clear, unambiguous statement sent to our official support email: help@asthropolis.store before the 14-day window expires.

2. Voluntary Extended Return Window

At Asthropolis, to complement our premium service standard, we voluntarily extend the statutory return framework. Beyond your legal 14-day cancellation window, we offer a total of 30 days from the date of product delivery to request a return under the terms specified herein.

3. Conditions for Return & Eligibility

To qualify for a successful refund or exchange, items returned must meet strict premium condition requirements. We inspect all incoming returns upon arrival at our distribution facility.

• The merchandise must be completely unused, unwashed, and in the exact condition in which it was delivered.

• The item must retain all original luxury packaging, protective dust bags, branded boxes, and structural inserts.

• All original swing tags, product labels, and security loops must remain fully attached and unaltered.

• Items that show signs of wear, cosmetic marks, fragrance, alterations, or damage will not be eligible for a refund and will be returned to the customer at their own expense.

Exemptions from Returns (Non-Returnable Items)

In accordance with UK statutory exclusions, the right to cancel and return does not apply to:

• Goods made specifically to your bespoke specifications or clearly personalised for you.

• Goods which are liable to deteriorate or expire rapidly.

• Sealed goods that are not suitable for return due to health protection or hygiene reasons, if they become unsealed after you receive them (such as undergarments, earrings, or tailored grooming accessories).

4. The Return Process

To initiate a standard return under our premium framework, you must follow the formal administrative procedure outlined below:

1. Contact our customer care team at help@asthropolis.store, providing your official order number, name, and details of the specific items you wish to return.

2. Our team will review your order and supply an official Return Merchandise Authorisation (RMA) document along with our dedicated UK return warehouse address details.

3. Securely package the items in their original packaging to avoid transit damage. Ensure the RMA document is enclosed inside the package.

4. Dispatch the package using a tracked shipping carrier. We strongly advise using a fully insured, tracked service (such as Royal Mail Special Delivery or an equivalent premium courier) as Asthropolis remains legally unaccountable for items lost or damaged in transit back to our facilities.

5. Return Shipping Costs

• Customer Responsibility: For standard returns initiated due to a change of mind, suitability preferences, or choice of sizing under the 14-day or 30-day window, the consumer is fully responsible for organizing and paying all return shipping fees.

• Faulty Goods: If an item is verified as faulty, defective, or incorrect upon arrival, Asthropolis will fully cover all standard domestic return shipping costs or provide a pre-paid printable return label.

6. Refunds Framework & Processing Timeline

Once your return package is delivered to our fulfillment warehouse, our inspection team will process and evaluate the items within 5 business days.

• Approved Returns: If the item complies completely with our conditions of eligibility, a refund will be authorised immediately.

• Method of Reimbursement: We will refund the full purchase monetary amount utilizing the exact same payment method used for the initial transaction (e.g., credit card, debit card, or original digital payment gateway provider).

• Deductions under UK Law: In accordance with the Consumer Contracts Regulations 2013, we reserve the strict legal right to reduce your refund amount if the value of the goods has been diminished by unnecessary handling by you beyond what is reasonably permitted in a physical retail boutique.

• Processing Speed: The funds will appear back in your account typically within 5 to 10 banking days, completely dependent upon your financial institution's processing infrastructure.

7. Faulty, Defective, or Incorrect Goods

Our products are inspected under stringent quality frameworks. Your consumer protections regarding faulty merchandise are strictly governed by the Consumer Rights Act 2015. Under UK law, if goods are discovered to be faulty, unfit for their core purpose, or not as described, you possess the following statutory rights:

• Up to 30 Days: You are legally entitled to an immediate, full refund. Alternatively, you may request a complimentary repair or replacement.

• Between 30 Days and 6 Months: You are entitled to a complimentary repair or replacement product. If the item cannot be successfully repaired or replaced, you are entitled to a full refund in most instances.

To report a fault, you must immediately contact us at help@asthropolis.store with your order details and clear photographic evidence of the defect or discrepancy.

8. International Returns (Outside the United Kingdom)

While Asthropolis focuses primarily on the UK luxury market, any international consumer purchasing from asthropolis.store must bear all return shipping costs, customs declarations, duties, and local taxes. International returns must clearly be marked as "Returned British Goods - No Commercial Value" on customs entry declarations to prevent handling delays.

9. Contact and Statutory Support

For any formal enquiries, clarifications, or support regarding our compliance frameworks, please direct all communications to our legal compliance desk via:

Asthropolis Customer Care & Compliance Digital Portal: asthropolis.store

Electronic Mail: help@asthropolis.store