Effective Date: August 20, 2024
Thank you for shopping at Sastronic Sales and Services. We strive to provide high-quality products and excellent customer service. However, we understand that sometimes issues may arise, and you may need to return a product or request a refund. This policy outlines the conditions, process, and timeframes for returns and refunds.
1. Eligibility for Returns
We accept returns of physical products under the following conditions:
- Timeframe: You must initiate the return within 2 days of receiving the product.
- Condition: The product must be unused, in its original packaging, and in the same condition that you received it. Any product that has been used, damaged, or altered in any way is not eligible for a return.
- Proof of Purchase: A valid receipt or proof of purchase is required to complete your return.
2. Non-Returnable Items
Certain items are not eligible for return, including:
- Customized or personalized products.
- Products that have been used or damaged after delivery.
- Any item not in its original condition, packaging, or missing parts.
- Products returned after the 2-day return window.
3. How to Initiate a Return
To initiate a return, please follow these steps:
- Contact Us: Email our customer support team with your order details, the item(s) you wish to return, and the reason for the return.
- Approval: Once your return request is received, we will review it and notify you via email whether your return is approved or rejected. If approved, we will provide you with further instructions, including the return shipping address.
- Return Shipping: You are responsible for paying the return shipping costs. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
4. Refund Process
Once we receive your returned item, we will inspect it and notify you of the approval or rejection of your refund.
- Approval: If your return is approved, we will process your refund. A credit will automatically be applied to your original method of payment within 7-10 business days.
- Partial Refunds: In some cases, only partial refunds are granted (e.g., if the product is returned damaged or incomplete).
- Refund Timeframe: Please note that it may take some time for the refund to appear on your bank statement, depending on your bank or credit card company.
5. Exchanges
We only replace items if they are defective or damaged. If you need to exchange a product for the same item, please contact us. We will guide you through the exchange process.
6. Return and Refund Fees
- Restocking Fee: We do not charge a restocking fee for returns.
- Shipping Costs: As noted, return shipping costs are the responsibility of the customer and are non-refundable.
7. Damaged or Defective Products
If you receive a product that is damaged or defective, please contact us immediately with your order details and a description of the issue. We may ask you to provide photos or other evidence of the damage or defect. Upon verification, we will offer you the option of a replacement product or a full refund, including any shipping costs.
8. Contact Information for Customer Support
If you have any questions about our Refunds and Returns Policy, please contact our customer support team:
Sastronic Sales and Services
11, Jalan Dato Lee Fong Yee,
Bandar Seremban, 70000 Seremban,
Negeri Sembilan.
Email: [email protected]