Returns and Refund Policy

Last updated February 18, 2021

Thank you for shopping at Astralba Flame

If, you are not satisfied with a purchase we invite you review our policy on refunds and returns.

Returns(if applicable)
Our returns policy lasts 14 days, which means you have 14 days after receiving your item to request a return.

Conditions for Returns

To be eligible for a return, your item must be unused and in the same condition that you received it.
Also, the item must be in its original packaging, complete with no missing parts for reasons other than our error. We require a receipt or proof of purchase.

To initiate a return, you can contact us at serviciocliente@astralbaflame.com. If your return is accepted, we’ll send to you email as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at serviciocliente@astralbaflame.com

Non-returnable items

Certain types of items cannot be returned, such as special orders or custom (made to your specifications or clearly personalized).
The item cannot be returned for reasons of hygiene or health protection and was opened after delivery.
Personal care items.
We also do not accept returns of hazardous materials, flammable liquids or gases.

We reserve the right to refund returns of any merchandise that does not meet the above return conditions at our sole discretion.

Refunds (if applicable)
When your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If approved, We will reimburse you no later than 14 days from the day we receive the returned item. We will use the same means of payment that you used for the order and you will not incur any charges for such refund.

Late or missing refunds (if applicable)

If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take several days before your refund is officially posted. Then contact your bank. These transactions take some processing time before a refund is posted. If you’ve done all of this and haven’t received your refund yet, please contact us at: serviciocliente@astralbaflame.com

Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items or gift cards cannot be refunded

Returning Items

You are responsible for the cost and risk of retuning items to US. Shipping costs are not refundable. If you receive a refund, the cost of the return shipping may be deducted from your refund. We cannot be held responsible for items damaged or lost in return shipment. Therefore, We recommend an insured and trackable mail service. We are unable to issue a refund without actual receipt of the items or proof of received return delivery. We do not guarantee that we will receive your returned item.

Depending on where you live, the time it takes for the exchanged product to reach you may vary

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.