Customer feedback
Return Conditions
At Astellow , we do everything we can to ensure that you are completely satisfied with your purchases. If for any reason you are not satisfied with your order, we have a returns policy in place to allow you to return the products to us within a reasonable time.
1. Right of Withdrawal
In accordance with European consumer legislation, you have 14 calendar days from receipt of your order to exercise your right of withdrawal. This right allows you to return one or more products to us without having to provide a reason and free of charge, except for return costs.
2. Return Procedure
To make a return, please follow the steps below:
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Informing Astellow : You must inform us of your decision to withdraw before the 14-day period has expired. You can do this via one of the following means:
- By email to contact@astellow.com .
- By mail to the following address:
Astellow, 10 Chemin d'Aupillac, 81200 Aiguefonde, France .
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Withdrawal Form : Please print, complete and send this return/withdrawal form with the package containing your products to be returned.
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Return of Products : You must return the products in their original condition, unopened, unused, and in their original packaging (if applicable). The return costs are your responsibility, unless the product delivered is defective or does not conform to your order.
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Return Period : You must return the items within 14 days of notification of withdrawal.
3. Conditions of Return Products
Returned products must meet the following conditions to be eligible for a full refund:
- Items must not have been used, opened or damaged.
- Items must be returned in their original condition with all accessories, manuals or parts included in the original packaging.
- Items must be returned within 14 days of receiving your cancellation notice.
4. Examples of Exemptions to the Right of Withdrawal
Certain products are exempt from the right of withdrawal, in particular:
- Personalized or custom-made products.
- Perishable products, such as opened food or cosmetic products.
- Downloaded products or digital content not provided on a physical medium (e.g., videos, e-books, subscriptions to digital services, etc.).
5. Reimbursement
Once the return is accepted, we will issue a full refund for the returned products, within 14 days of receipt and inspection of your package. The refund will be made via the original payment method used for the order (e.g. credit card, PayPal). Please note that the initial delivery costs are not refunded.
Astellow reserves the right to refuse a return if the products do not meet the conditions mentioned above.
6. Returns of Defective or Non-Compliant Products
If the product you received is defective, damaged or does not conform to the order description, you are eligible for a free return. In this case, contact us immediately at contact@astellow.com or by phone at 0755645365 , providing us with photos of the defective or non-compliant product. We will send you a prepaid return to return the item. After receiving and verifying the product, you will be offered a full refund or exchange.
7. Exchanges
We currently do not offer direct exchanges for returned products. If you would like to obtain a different product, please initiate a return of the item and then place a new order on our site.
8. Products Not Eligible for Return
Some items are not eligible for return due to their nature or condition. These products include:
- Products that have been opened (cosmetics, care products).
- Perishable or limited shelf life products.
- Gift cards and digital products (downloads, subscriptions).
9. Return Costs
Return shipping costs are the buyer's responsibility, except in the case of defective, non-compliant or damaged products. We recommend that you use a tracked or registered service to return your items, as we cannot be held responsible for any loss or damage occurring during return transit.
10. Return Contact Details
Product return address:
Astellow
10 Aupillac Road
81200 Aiguefonde
France
If you have additional questions regarding the returns process or require assistance, please contact us at contact@astellow.com .
Legal Notes
This return policy is governed by current French law and is part of the provisions relating to the right of withdrawal of consumers. For any legal questions relating to your consumer rights, you can consult the Public Service website or contact a specialized lawyer.