Refund policy

Refund, Exchange & Order Policy

At Astroida, we are committed to providing safe, high-quality pharmaceutical-grade skincare. Due to the nature of our products and our strict hygiene standards, we have a specific policy to protect our customers.

1. Timeframe

You have 14 days from the date you receive your order to request a return or exchange. This applies to all orders in Egypt and the Gulf.

2. Order Modifications (Forgot an Item?)

Did you miss an item in your order? No problem.

The Rule: You can add items to your existing order within 1 day (24 hours) of placing it.
The Benefit: We will combine the new items with your original shipment, so you pay No Extra Shipping Fees.
Note: Please contact us immediately via WhatsApp to add the item before the courier picks up your package.

3. Eligibility (Hygiene & Safety)

Unopened Only: To ensure the safety of all our customers, we cannot accept returns or exchanges on opened or used products.
Condition: Items must be in their original, sealed packaging, unused, and in the same condition that you received them.
Note: If a product is returned and found to be opened or used, the request will be rejected.

4. Damaged or Wrong Items (The Astroida Guarantee)

If your order arrives damaged, defective, or if you received the wrong item, we will make it right immediately.

No Return Needed: You do not need to ship broken or leaking items back to us.
Immediate Resolution: We will send a replacement shipment completely Free of Charge (we cover all shipping).
Your Choice: If you prefer, you can choose a full monetary refund instead of a replacement.

5. Exchanges (Swapping Products)

If you ordered the wrong item or simply want to swap a product for a different one:

Condition: The item you are returning must be sealed and unopened.
Fees: The customer covers the shipping fees for the exchange shipment.
Process: Contact us via WhatsApp. We will arrange for the courier to pick up your item and deliver the new one. Any price difference will be adjusted.

6. Returns (Change of Mind)

If the product is in perfect condition but you want to return it for a refund, we offer two options:

Option A: Refund to Store Credit (Best Value)
We refund the amount to your Astroida Wallet/Store Credit.
Benefit: No shipping charges apply. We cover the return cost.
Option B: Money Back Refund
You will receive a refund via your preferred payment method.
Cost: The customer covers the return shipping fees. The shipping cost will be deducted from the final refund amount.

7. Refund Processing Time

Once we receive your return and inspect it:

Processing Time: Refunds are processed within 1 to 3 business days.
Payment Methods: We can refund you via InstaPay, Mobile Wallets (Vodafone Cash, etc.), or Bank Transfer.