Refund policy

Return and Refund Policy

At MAXECOMERCE GROUP LTD (operating as Astral Store), we want you to be completely satisfied with your purchase. If you need to return an item, our policy is designed to be clear, transparent, and fully compliant with UK consumer protection laws and Shopify Payments UK standards.

1. Right to Cancel & Cooling-Off Period (UK Consumer Contracts Regulations)

Under the UK Consumer Contracts Regulations, you have the right to cancel your order within 14 days of receiving your goods without giving any reason.

The cancellation period will expire 14 days from the day after the day on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the goods.
To exercise your right to cancel, you must inform us of your decision by a clear statement sent to our customer support email: astralstoreuk@outlook.com or by contacting us via phone at +44 7869 163103.

2. Returns Process

To be eligible for a return, your item must be unused, in the same condition that you received it, and in its original packaging.

Initiate a Return: Contact us at astralstoreuk@outlook.com with your order number and reason for return.
Return Authorization: Our team will provide you with the appropriate return shipping address based on your location.
Dispatch the Item: Pack the item securely and ship it back to us. You are responsible for paying for your own shipping costs for returning your item, unless the item arrived damaged, defective, or incorrect.

3. Refunds

Once 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, your refund will be processed, and a credit will automatically be applied to your original method of payment (such as your debit/credit card via Shopify Payments UK) within 5 to 7 business days.
If you haven’t received a refund yet, first check your bank account again, then contact your bank or credit card company; it may take some time before your refund is officially posted.

4. Shipping and Tracking Information

Order Fulfilment & Tracking: Tracking codes are generated and sent to your email within 48 hours of your purchase confirmation.
Delivery Times: Standard delivery for orders takes up to 15 days from the date of dispatch.

5. Damaged or Defective Items

If you receive an item that is damaged, defective, or incorrect, please contact us immediately at astralstoreuk@outlook.com with photographic evidence. We will arrange a full refund or replacement at no additional cost to you, in compliance with your statutory rights under the UK Consumer Rights Act.

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