Refund policy

The customer has the right to withdraw from the purchase contract within 14 days of delivery of the product, without having to provide any reason (Legislative Decree 206/2005 - Consumer Code, Directive 2011/83/EU).

SECTION 1 - RETURN PROCEDURE

The customer can exercise the right of withdrawal in two ways:

A) Via the Reserved Area (recommended method)

1. Log in to your Reserved Area on our website astrari.boutique;

2. Select the order you wish to return;

3. Click the "Request Return" button;

4. Indicate the product to be returned and the reason (not mandatory, but useful for improving service);

5. Send the request.

B) Via email

Alternatively, you can send an email to info@astrari.boutique, specifying the order number and the product to be returned.

Once we receive the customer's request (via the portal or email), one of our representatives will contact them within 24-48 business hours to arrange a collection date, time, and location.

We may request photos of the product they intend to return. Sending photos is not mandatory to exercise the right of return and obtain a refund, but it is useful to us to identify any possible damage during transportation or defects in the delivery and to protect the customer in the event of a dispute with the parties involved.

The item must be returned in its original packaging, which must be closed and properly sealed.
For returns, we will provide a shipping label, which must be printed and affixed to the outside of the package, overlapping the previous shipping label (if still present).

Once the request has been accepted, the customer must return the product within 14 days of notification of withdrawal.

SECTION 2 - RETURN ACCEPTANCE CONDITIONS 

To be returned, the item must be pristine and in the same condition as delivered, including all accessories, tags, original packaging, and all accompanying documentation.

SECTION 3 - SHIPPING COST  

Return shipping costs are always FREE and covered by us.

We arrange collection through our designated courier. The customer must be available on the agreed-upon dates and times.

SECTION 4 - INSPECTION AND REFUND 

Upon receipt of the returned package at our warehouse, the merchandise will be inspected to ensure:

it is intact and free of damage or signs of improper use;

it is complete (tags, packaging, accessories);
it complies with the return conditions set forth in this policy.

Only after a successful verification will we be able to confirm acceptance of the return and process the refund, which will be made to the original payment method used for the purchase (credit card, PayPal, etc.) within 14 days of receiving the product.

SECTION 5 – REFUSAL OF RETURNS

In cases where it is determined that the item's value was missing from the original item upon delivery (due to signs of use, wear, washing, tampering, alterations, or damage), a proportional reduction in the refund may be applied. In more serious cases, the return may be refused and the item returned to the customer, with shipping costs at the customer's expense.

Finally, we cannot accept return requests communicated late, beyond 14 days from the order delivery date.

SECTION 6 – ITEM OR SIZE EXCHANGES

Exchange requests follow the same procedures as those for cancellations and are therefore handled as a new order. The customer must initiate a return request for the item they wish to exchange and return it according to the instructions provided. The new product can be purchased by placing a new order. Once the returned item has been received and verified, a refund will be issued for the previous order.

SECTION 7 – EXCEPTIONS TO THE RIGHT OF WITHDRAWAL (Article 59 of the Consumer Code)

The following are excluded from the right of withdrawal (Article 59 of the Consumer Code), by way of example and not limited to:

• goods made to measure or clearly personalized;
• sealed goods that are not suitable for return if opened after delivery for health or hygiene reasons;
• other product categories excluded from the right of withdrawal under applicable law.

SECTION 8 – CUSTOMER RESPONSIBILITIES

The customer is responsible for:

• appropriately packaging the product to prevent damage during transport;
• printing and correctly affixing the provided return label;
• be available on the agreed collection dates.

Any loss or damage caused by inadequate packaging or unavailable collection is the customer's responsibility.

SECTION 9 – CONTACT
📧 info@astrari.boutique
📞 +39 393 611 7912
🌐 astrari.boutique

 

This policy complies with Legislative Decree 206/2005 (Consumer Code) and Directive 2011/83/EU on consumer rights.