Astorare
Operated by Aspetra Limited (Hong Kong)
- Exclusionary Return & Refund Policy
Strictly no returns or refunds will be accepted for any reason other than a verifiable manufacturing defect. All In-Stock and Made-to-Order (MTO) products are designated as Final Sale; returns for “change of mind,” subjective aesthetic preferences, or any non-quality related factors are strictly prohibited. We stand behind our craftsmanship and will exclusively process return or refunds for confirmed manufacturing defects or significant material non-conformity, provided that such issues are formally reported with photographic evidence within the mandatory 48-hour inspection window following delivery.
In the event of a confirmed manufacturing defect, our primary obligation is to restore the product to its intended condition. We reserve the right to provide a replacement, professional repair service, or replacement parts at our discretion. Refunds will only be considered if a viable repair or replacement is deemed impossible by our technical team.
- Mandatory Inspection & The 48-Hour Rule
To maintain eligibility for transit damage claims, you must adhere to the following:
Immediate Notation: You MUST inspect all packages at the time of delivery and write “DAMAGED” on the carrier’s Bill of Lading (BOL) if any visible damage to the packaging or product exists.
48-Hour Reporting: You must report any concealed damage or manufacturing defects to service@astorare.com with photographic evidence within 48 hours of receipt.
Consequence: Failure to comply with these requirements shall constitute final acceptance of the product in good condition and will void any claims for transit damage.
- Return Merchandise Authorization
No returns will be accepted without a prior written Return Merchandise Authorization (RMA) issued by Astorare. Any unauthorized returns sent to our facilities will be refused and disposed of at the Customer’s expense.
- Original Packaging & Crating
For any authorized return, the product must be returned in its original packaging and must be restored to a level of transit protection equivalent to its original condition (including, but not limited to, professional wood crating for marble protection). If the product is damaged during the return transit due to missing original packaging or improper packing, we reserve the right to deduct all costs required to restore the product to a resalable condition from your refund. If the damage is so severe that the product is deemed irreparable at our sole discretion, no refund shall be issued, and the return will be invalidated.
- Carrier Selection & Packaging Requirements for Returns
Customers must select a professional logistics carrier that matches the service level used for the original shipment. For non-custom items, authorized returns should be sent via standard parcel services (e.g., UPS, FedEx Ground). For custom or Made-to-Order (MTO) items, authorized returns MUST be shipped via a professional LTL (Less-Than-Truckload) freight carrier; the use of standard parcel services (e.g., UPS, FedEx Ground) is strictly prohibited. The Customer is solely responsible for ensuring that the return shipment is fully insured for its original purchase value. We reserve the right to deduct all costs required to restore the product to a resalable condition from the refund if damage or loss occurs due to the selection of an improper carrier type. If the damage is so severe that the product is deemed irreparable, the refund will be cancelled entirely.
- Deductions & Liquidated Damages
In the event of an authorized return, the actual outbound shipping cost (initially waived) and all taxes, duties, and additional fees incurred during the entire transportation process will be deducted from the final refund amount. If a shipment is returned due to the Customer’s refusal to pay import duties, all payments shall be strictly non-refundable as Liquidated Damages to offset our losses.