Refund policy

RETURNS & REFUNDS POLICY

1. Your Right to Cancel

You have a legal right to cancel your order from the date we confirm your order has been dispatched, which is when the contract between us is formed. If the products have already been delivered, you have a period of 14 calendar days to cancel, starting the day after you receive the products. "Days" refer to calendar days, including weekends and public holidays.

2. Hygiene and "Strict Unopened" Rule

Due to the nature of skincare products, all returns must be unopened, with all original seals and packaging completely intact.

Health & Hygiene Exception: For health protection and hygiene reasons, your right to a "change of mind" refund—including the reimbursement of original shipping costs—instantly vanishes if the product seal is broken or the packaging is opened after delivery.
Safety: We cannot accept or refund any skincare items that have been opened or tested, as they can no longer be resold for safety reasons.

3. Return Shipping Costs

Change of Mind: If you are cancelling your order because you have changed your mind, you are 100% responsible for the cost of returning the goods to us.
Tracking: We strongly recommend using a tracked shipping service, as we cannot process a refund until the items are safely back in our possession or you provide definitive evidence of the return.

4. Refunds (No Exchanges) & Shipping Thresholds

We do not offer a direct exchange service for "change of mind" returns.

How to get a different item: If you would like a different product, please follow the return process for a refund and place a new order for the alternative item through the website.
Timeline: We will process your refund as soon as possible and, in any case, within 14 calendar days after the day we receive the returned products.
Standard Shipping Refund: For full order cancellations, we will refund the basic cost of outbound standard delivery. If you chose a premium or express service, only the basic rate will be reimbursed.
Free Shipping Threshold: If your original order qualified for "Free Shipping" (e.g., on orders over £60) and a partial return drops the remaining order value below that threshold, we reserve the right to deduct the original standard shipping cost (£4.00) from your final refund amount.

5. Damaged, Faulty, or Misdescribed Goods

If the products you receive are damaged, faulty, or do not match the description provided at the time of sale, please notify us within 30 days.

Resolution: In these cases, you will be offered a full refund or a replacement (subject to stock availability) after we have received and inspected the returned products.
Postage: For faulty or misdescribed goods, Astrali UK will cover the additional postage costs incurred for the return.