Return & Replacement Policy
Return and Refund Policy
1. Eligibility for Returns:
• Time Frame: Customers may return refundable items within seven (7) days of purchase.
• Condition: To be eligible for a refund, items must be returned in their original, unopened, and unused condition, with all original packaging intact.
• Expectations: Due to the nature of certain products, the following items are nonrefundable:
i. Health and Wellness Products: Opened or used health and wellness products, including but not limited to supplements, teas, fragrance oils, essential oils, and carrier oils, as well as perfumes.
ii. Personalized, Custom-Made, Rebranded Products: Personalized, custom-made, or rebranded products, including but not limited to skincare products, candles, soap, fragrances, perfumes, car diffusers, and alcohol.
iii. Perishable Items: Perishable items, including but not limited to herbs, spices, honey, teas, powder extracts, and other botanicals.
2. Not Eligible for Returns and Refund:
• No longer needed or wanted: Refunds or returns will not be accepted if the product is no longer needed or wanted, or if the purchase decision is regretted.
• Didn't like the product: Refunds or returns will not be accepted if the product does not meet personal expectations, is deemed ineffective, or has an undesirable scent, texture, or taste.
• Ordered the wrong product: Refunds or returns will not be accepted if the wrong product is ordered, or if the product description is misinterpreted.
• Received the product as a gift: Refunds or returns will not be accepted if the product is received as a gift and the recipient wishes to exchange it for an alternative item. However, certain items, such as salt lamps and similar products from our Apothecary collection, are eligible for returns or exchanges, subject to the standard return and exchange procedures.
• Found a better price elsewhere: Refunds or returns will not be accepted if a better price is found for the same product elsewhere.
• Product was damaged during use: Refunds or returns will not be accepted if the product is damaged during use, regardless of whether the damage is caused by user error or negligence.
3. Return Process:
• Proof of purchase: To initiate the return process, customers must provide the original receipt or valid proof of purchase.
• Return Shipping: Customers are responsible for return shipping costs unless the return is a result of an error on the part of the seller, including but not limited to:
- Incorrect items received
- Damaged or defective products
- Inaccurate product description and labeling
- Failure to ship items as ordered
• In-store Returns: Products purchased in-store can be returned directly to the store. Online customers who wish to return products directly to the store may do so, provided they meet the eligibility criteria for returns.
4. Refund Process:
• Refund Method: Refunds will be issued in the original form of payment, either through online payment or online bank transfer.
• Process Time: Refunds will be processed within seven (7) to ten (10) business days upon receipt of the returned item.
• Partial Refunds: In cases where items are not returned in their original condition, are damaged, or have missing parts, and such conditions are not a result of the seller's error, a PARTIAL REFUND or NO REFUND may be issued at the seller's discretion.
5. Exchanges:
• Product Exchanges: Items eligible for returns can be exchanged for the same product or a product of equal value.
• Non-Exchangeable Items: Please note that personalized, custom-made, and rebranded items are NOT ELIGIBLE FOR EXCHANGE.
6. Damaged or Defective Items:
• Report Issues: Customers are required to report any damaged or defective items to the store within forty-eight (48) hours of receiving their order.
• Resolution: Upon receiving a report of a damaged or defective item, the store will provide a suitable resolution, which may include a replacement, exchange, or a full refund, including return shipping costs, at the seller’s discretion.
7. Amendments to this Return and Refund Policy:
We reserve the right to modify or update this Return and Refund Policy at any time, without prior notice, by posting the revised policy on our website. The revised policy will be effective immediately upon posting.
8. Acknowledgement of Policy:
By making a purchase from Asteria Apothecary, you acknowledge that you have read, understood, and agree to be bound by this Return and Refund Policy, including any future amendments or updates. It is your responsibility to review this policy periodically to ensure you are aware of any changes.
9. Contact Information:
If you have any concerns or questions about our Return and Refund Policy or regarding your order, please do not hesitate to contact our dedicated customer service team.
You can reach us at:
Email: hello@asteriaapothecary.com
Phone: (+63) 906 4934 087; (02) 7905-8587
Address: 44 Sampaguita St. De Castro Ave. Brgy. Sta. Lucia Pasig City Philippines 1608
Hours of Operation: Monday - Sunday, 10AM – 8PM