Refund policy

Thank you for shopping at ASTRAUX. This policy applies to products purchased directly from ASTRAUX.COM. For products purchased through offline channels, please contact the vendor who sold the products to you.

1. Pre-order Vouchers (ASTRAUX Vehicles)

Please note that for ASTRAUX Vehicle Pre-orders, you are purchasing a limited-time promotional voucher for a specific production allocation.

  • Non-Refundable: These vouchers are not eligible for refunds or returns once purchased.

  • Strategic Commitment: By purchasing a pre-order voucher, you acknowledge that this is a commitment to a specific vehicle production slot and is excluded from the standard hardware return policy.

2. Standard Product Return Policy (e.g., Aimon Series)

For hardware products other than vehicle pre-order vouchers (such as Aimon robots), we offer a 30-day return policy, which means you have 30 days after receiving your item to request a return.

  • Eligibility: To be eligible for a return, your item must be in the same condition that you received it: unworn or unused, with tags, and in its original packaging.

  • Documentation: You will need the receipt or proof of purchase.

  • Data Privacy: If you return devices containing personal or confidential information, you must back up and erase this information completely before sending the product back.

3. European Union 14-Day "Cooling Off" Period

Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification.

  • This applies specifically to physical hardware products.

  • The item must be in its original condition (unworn/unused) with all original packaging and accessories intact.

4. How to Start a Return

To start a return, you must contact us at support@astraux.com.

  • Approval: If your return is accepted, we will send you a return shipping label, as well as instructions on how and where to send your package.

  • Unauthorized Returns: Items sent back to us without first requesting a return will not be accepted.

  • Return Address: Returns must be sent to the following address: [INSERT YOUR RETURN ADDRESS HERE].

5. Damages, Issues, and Warranty

Please inspect your order upon reception and contact support@astraux.com immediately if the item is defective, damaged, or if you receive the wrong item.

  • Manufacturing Problems: For products with manufacturing defects, you may request a refund or replacement within 30 calendar days from the invoice or delivery date, whichever is later.

  • Shipping Costs: ASTRAUX will bear the shipping costs for returns due to manufacturer defects or within the first 14 days of purchase for EU orders, provided the declaration complies with our requirements.

6. Refunds

We will notify you once we’ve received and inspected your return and let you know if the refund was approved.

  • Timeline: If approved, you will be automatically refunded on your original payment method within 10 business days.

  • Bank Processing: Please remember it can take some time for your bank or credit card company to process and post the refund. If more than 15 business days have passed since approval, please contact support@astraux.com.

7. Exceptions / Non-Returnable Items

Certain conditions will render a product ineligible for return:

  • Any product not purchased from ASTRAUX.COM.

  • Products with missing, damaged, or altered serial numbers/IMEI labels.

  • Products returned without all original packaging and accessories (retail box, manuals, cables, etc.).

  • Products exhibiting physical damage or signs of tampering/customization.

  • Sale items or gift cards cannot be returned.

8. Bundle Offers and Promotional Items

  • Bundles: Products sold as part of a bundle cannot be returned individually for a refund; the entire bundle must be returned.

  • Gifts: If you wish to obtain a refund for a product purchased with free promotional items, all items must be returned.

Contact Information

For any questions regarding returns and refunds, please contact our support team:

  • Email: support@astraux.com

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