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SHIPPING, REFUND, EXCHANGE, RETURN AND CANCELLATION POLICY
Effective date: 1st August 2021
Welcome to the Shipping, Refund, Exchange, Return and Cancellation policy of www.astraex.com (“Site” or “Website”).This website is owned and operated by Astralis Pte Ltd. from Singapore. Throughout the Site, the terms “we”, “us”, “platform”, “AstraEx” and “our” refer to Astralis Pte Ltd.
SHIPPING
In no event AstraEx is responsible for shipping matters.
All sellers on the website are responsible to make the arrangements for shipping of the items and determine the shipping costs which the buyer must pay to the seller.
If you as a buyer discover a delay or received an incorrect item, you must inform the seller directly.
REFUND, EXCHANGE & RETURNS
As specified in our Terms and Conditions that AstraEx only acts as a classified site and as an e-commerce platform. In no event AstraEx is responsible or can guarantee any refunds. Any refunds or disputes must be resolved between the buyer and seller on the platform.
SELLER RECEIVES DAMAGED/INCORRECT ITEM
In the event the buyer has received a damaged item, incorrect item or an item that does not match the listing description, the seller must raise a refund/return/exchange request directly with the seller within 14 days of receiving the item. The buyer may offer you a refund or an exchange upon review.
SELLER’S STANDARDS
As a seller, you must provide great Buyer service and maintain trust with your buyers. AstraEx may reach out to you if your shop fails to meet AstraEx’s Seller Service Level Standards.
By selling on AstraEx, you agree to:
- Honour your dispatch and processing times. Sellers are obligated to dispatch an item or otherwise complete a transaction with a buyer in a prompt manner within the agreed and listed processing and shipping times, unless there is an exceptional circumstance such as Natural Disasters, Accidents or Emergencies pertaining to processing and shipping.
- Respond to Buyers Messages in a timely manner preferably within 24-48 hours.
- Honour the commitments you make in your shop policies.
- Resolve disagreements or disputes directly with the buyer. In the unlikely event that you can’t reach a resolution, let us know and we can help. You can refer to the FAQ section for Arbitration.
- Set realistic expectations with accurate listing descriptions and images
BUYER’S RESPONSIBILITY
The Buyer accepts that he/she is responsible for reading any information on the product / service before making the purchase from the seller.
The price due for the products purchased by the Buyer shall be the price defined on the AstraEx platform, considering the prices indicated by the Seller on the shop.
CANCELLATION
In the event of an “Active” offer with “Pending Confirmation” status, the Seller has 24 hours to accept or deny the offer otherwise the transaction will be automatically cancelled by the system, Buyer will be refunded and the Seller will receive negative feedback (incomplete offer). At this stage, the Seller can unilaterally cancel the offer without penalty.
Beyond an Active offer with Pending Confirmation status, the Buyer or Seller can no longer unilaterally cancel the offer. A mutual cancellation or arbitration can be selected at the resolution centre of the offer page.
In the event a custom offer is accepted, the offer is considered Beyond an active offer with Pending Confirmation, as such deletion of the custom offer does not change the status and a mutual cancellation or arbitration is the only method to void the offer.
To mutually request cancellation, select “request mutual cancellation” at the resolution center, a reason is to be provided by the individual proposing the cancellation and the receipient to accept the cancellation. If the cancellation is denied, the transaction will proceed as per normal. Mutual cancellation can be requested by either Buyer or Seller.
To request an arbitration, select “request arbitration” at the resolution center, the administration will be notified and supporting documentation and evidence will be requested from both parties to determine whether a case is valid or not.
Arbitration is the last resort that customers should use for handling disputes and cancellations, the arbitration request can take minimally 3 weeks to process and should not be used liberally. In addition to our Terms & Conditions, AstraEx retains the right to terminate user accounts based on perceived repeated malicious or trolling activity.
Malicious and trolling activity is described as and not limited to – inappropriate listings, multiple complaints from users, consistent issues with products received, lack of sufficient evidence to demonstrate a legitimate cause for voiding an offer such as change of mind.
CONTACT US
For more information, please get in touch with our Buyer Support team by sending an email on [email protected]