Return & Exchange Policy
Intro
At AstroAI, the customer experience always comes first. Our goal is to deliver the most convenient and streamlined customer service experience possible. Customers who receive defective products can apply for a return or replacement application directly on their order page within 30 days of the date of receipt. Also, all our products include a warranty.
Warranty Info
AstroAI will always stand behind our products and provide a straightforward warranty. Please refer to the chart below for the warranty periods of various products, as the exact periods differ by model.
30-Day Exchange & Return
Unsatisfactory products can be exchanged or fully refunded within 30 days of receipt. Only shipping fees will apply. If the return is due to product faults, AstroAl will provide a prepaid shipping label for the return and will pay the shipping costs. If the return/replacement is due to personal reasons, buyers should cover the shipping fee. We do not charge a restocking fee for any after-sales services.
Procedures for Returns:
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Quality-related issues:
- 1) . The buyer needs to provide the order number from online purchases made through AstroAI or AstroAI's authorized resellers along with visible proof of the defective item(s) (photos or video).
- 2) . AstroAI will provide a full refund or new replacement for any quality-related issues.
- 3) . We will cover the return shipping fee if the item needs to be sent back to our warehouse for inspection.
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Received the wrong item:
- 1) . Please show us the entire package you received; return items must be in original condition.
- 2) . Once the returned item is received, we will issue you a full refund or send you the correct new product(s).
- 3) . AstroAI will pay the shipping cost of the return and reshipment.
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You purchased the wrong item / you don’t want the item:
- 1) . We do not charge a restocking fee.
- 2) . The shipping cost of the return and replacement is the responsibility of the buyer.
- 3) . AstroAI will not grant a full refund unless the item is intact after it is received. Any product that has been used does not qualify for a return or exchange.
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Missing parts:
- 1) . If your shipment arrives and is missing any parts, please contact us or submit your accessory application directly online. We will send the missing parts to you from our warehouse ASAP.
- 2) . AstroAI is responsible for the shipping cost.
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Item lost:
- 1) . If your shipment status is not updated within 5 days and you suspect that your package is lost or missing, please try to contact the carrier with your tracking number.
- 2) . If contacting the carrier does not resolve the issue, you can reach out to us with your order and tracking numbers so we can initiate a lost package claim.
- 3) . The claim process may take up to 5 business days until an official confirmation is received from the shipping company. We may also arrange a new shipment for you first.
Return/Exchange Service Procedure
- Please login to your AstroAI account and locate the order and product you are not satisfied with on the “All Orders” page. Then, select the service type, either a return or a replacement, by clicking the “SEE MORE” button.
- Please fill in the specific application form for each service and provide us with the required information.
- AstroAI support will send you a reply within 24-48 working hours once we have received your request. It may be necessary to return an item for quality inspection (AstroAl will provide a prepaid shipping label for returns due to any manufacturer defects; if the return is for personal reasons, buyers should cover the return shipping fee).
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If you ship the product back without our shipping label please send us a return notification with the following information to ensure your refund is processed promptly:
Name of the courier
Tracking number
Important Information
AstroAI will replace any products found to be defective due to manufacturer flaws based on eligibility. Warranty length varies depending on the specific product you purchased. This warranty extends only to personal use and does not extend to any product that has been used for commercial, rental, or any other unintended use of the product. There are no warranties other than the warranties expressly set forth with each product.
This warranty is non-transferable. AstroAI is not responsible in any way for any damages, losses, or inconveniences caused by equipment failure, users’ negligence and abuse, users’ non-compliance with the user manual and any additional safety, use, or warnings included in the product packaging and manual.
Note: Warranties on all replacements follow the same warranty time frame as the original defective item. Warranties on products are void after they are fully refunded.
This warranty does not apply to the following:
- Damage due to abuse, accident, alteration, misuse, tampering, or vandalism
- Unsupervised use by children under 18 years of age
- Products without sufficient proof of purchase
- Improper or inadequate maintenance
- Purchases from unauthorized resellers
- Lost or stolen products
- Damage in return transit
Authorized Sales Channels
