Refund policy
Return, Refund & 90-Day Guarantee Policy
Last updated: June 18, 2026
At AstraLume, we want you to feel confident when shopping with us. If you are not satisfied with your purchase, or if your item arrives damaged, defective, or incorrect, we are here to help.
This policy explains our return, refund, exchange, and 90-day guarantee terms. Nothing in this policy limits any mandatory consumer rights that may apply in your country, state, or region.
90-Day Satisfaction Guarantee
We offer a 90-Day Satisfaction Guarantee from the date your order is delivered.
If you are not happy with your item, you may contact us within 90 days of delivery to request a return, refund, replacement, or store credit, depending on the situation.
To request help under our 90-Day Satisfaction Guarantee, please email us at:
Please include:
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Your order number
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The email address used to place the order
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A brief explanation of the issue
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Photos or videos, if the item is damaged, defective, or not working properly
We reserve the right to request evidence of the issue before approving a refund, replacement, or return.
Return Eligibility
To be eligible for a standard return, the item should be returned in reasonable condition, with all included parts, accessories, and packaging whenever possible.
We may accept opened or lightly used items under our 90-Day Satisfaction Guarantee, but the product must not be intentionally damaged, misused, heavily altered, or missing major components.
Returns may be rejected or partially refunded if the item is:
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Damaged due to misuse, abuse, neglect, or improper handling
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Missing important parts, accessories, or packaging
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Returned without prior authorization
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Returned outside the eligible return or guarantee period
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Not purchased directly from our website
How To Start A Return
To start a return, please contact us at:
If your return is approved, we will provide instructions on how and where to send your package.
Please do not send items back to us without first contacting us. Items returned without prior authorization may not be accepted.
Return address: [INSERT RETURN ADDRESS]
Return Shipping Costs
Return shipping costs depend on the reason for the return.
Damaged, defective, or incorrect items
If your item arrives damaged, defective, or you receive the wrong item, please contact us as soon as possible. If the issue is approved, we will offer a replacement, refund, or other appropriate solution.
In these cases, we may cover the return shipping cost or provide another solution that does not require you to return the item.
Change-of-mind returns
For returns that are not due to damage, defect, or our error, the customer may be responsible for return shipping costs unless we state otherwise.
Original shipping charges may be non-refundable unless required by applicable law.
Damaged, Defective, or Incorrect Items
Please inspect your order as soon as it arrives.
If your item is defective, damaged, not working properly, or if you received the wrong item, contact us immediately at:
Please include your order number and clear photos or videos showing the issue.
Once we review your request, we may offer one of the following:
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A replacement
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A refund
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Store credit
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A return label
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Another reasonable solution depending on the issue
Exchanges
The fastest way to receive a different item or version is to request a return for the item you have and place a new order once your return is approved.
If your item arrived defective, damaged, or incorrect, we may send a replacement instead of requiring you to place a new order.
Non-Returnable Items
For safety, hygiene, fraud prevention, or legal reasons, we may not accept returns for:
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Gift cards
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Items not purchased from our website
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Items damaged by misuse, abuse, or improper handling
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Items returned without prior authorization
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Items missing major parts or accessories
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Items returned after the eligible return or guarantee period
If you have questions about whether your item is eligible, please contact us before sending it back.
Sale Items and Promotional Offers
Items purchased during a sale, promotion, discount, bundle, or special offer may still be eligible for return under this policy unless clearly marked as final sale at the time of purchase.
This does not limit any mandatory consumer rights that may apply in your location.
Refunds
Once we receive and inspect your return, we will notify you whether your refund has been approved.
If approved, your refund will be issued to your original payment method within 10 business days.
Please remember that your bank, card issuer, or payment provider may take additional time to process and post the refund.
If more than 15 business days have passed since your refund was approved, please contact us at:
Order Cancellations
If you need to cancel an order, please contact us as soon as possible at:
We will do our best to help, but we cannot guarantee cancellation if the order has already been processed, packed, or shipped.
If your order has already shipped, you may need to wait until it is delivered and then request a return under this policy.
Shipping Delays and Undelivered Orders
We aim to ship orders within the timeframe shown on our website, checkout page, or order confirmation.
If we are unable to ship your order within the promised timeframe, we may contact you with an updated shipping estimate and, where required by law, give you the option to continue waiting or cancel your order for a refund.
If no shipping timeframe is provided, we will follow applicable consumer protection rules for online orders.
If your order appears lost, significantly delayed, or marked as delivered but not received, please contact us at:
We will review the tracking information and help determine the next steps.
European Union 14-Day Cooling-Off Period
If your order is shipped to the European Union, you may have the right to cancel or return your order within 14 days of receiving it, for any reason and without justification.
To exercise this right, please contact us at:
You must contact us within the applicable cancellation period. The item should be returned in the same condition in which you received it, with all included parts, accessories, and packaging whenever possible.
Unless the item is defective, damaged, incorrect, or otherwise required by law, you may be responsible for the direct cost of returning the item.
This 14-day right does not replace our 90-Day Satisfaction Guarantee. Where our policy gives you more time or additional benefits, we will honor those benefits. Where local law gives you stronger rights, those rights still apply.
Legal Guarantees
In some countries or regions, consumers may have mandatory legal rights regarding defective products, products that do not match the description, or products that do not work as advertised.
Our 90-Day Satisfaction Guarantee is offered in addition to those rights and does not limit or replace any mandatory legal guarantee or consumer protection law that applies to you.
Contact Us
Return address: Return addresses are provided by our customer support team after your return request is reviewed and approved. Please contact us at astralumelamps@outlook.com before sending any item back.