Refund policy

Refund & Replacement Policy

At Asteria, every piece is checked before it ships. If something isn't right when it arrives, we'll make it right. This policy explains how replacements and refunds work.

1. 3-Day Hassle-Free Replacement

If your item arrives with a factory defect, contact us within 3 days of delivery and we'll send you a replacement at no cost. We won't investigate and we won't ask you to return the item.

Factory defects include:

  • Tarnishing present on arrival
  • Scratches or surface damage
  • Incorrect or poor color (for example, uneven plating or a color that doesn't match the product page)

2. 30-Day Replacement (Subject to Review)

If one of the issues above appears between day 4 and day 30 after delivery, you're still covered. Before we send a replacement, our team will review your claim to confirm whether the issue was caused by a manufacturing fault or by use and handling.

  • Factory fault confirmed: we send a free replacement.
  • Customer fault identified: the claim is declined, and we'll explain why.

Issues we generally treat as customer fault include:

  • Exposure to water, showering, swimming, or sweat during exercise
  • Contact with perfume, lotions, cleaning products, or other chemicals
  • Physical damage from impact, pulling, bending, or improper storage
  • Normal wear and tear
  • Alterations or repairs made by anyone other than Asteria

3. Customized Products + Sizing

Customized products (engraved, initial, name, date, or any item made to your specifications) are non-refundable. If a customized item arrives with a factory defect, it is still eligible for a replacement under sections 1 and 2. Please double-check spelling and details before placing your order, because we produce customized items exactly as entered.

If we shipped a size different from your order, we'll send the correct size free of charge. No return needed.
However, we do not grant refunds for sizing problems as our website states the sizes of each items.

4. How to Submit a Claim

Email us at support@theasteria.co with:

  1. Your order number
  2. Clear photos, or a short video, showing the issue in natural light
  3. A brief description of the problem and when you noticed it

We may ask for more information. Claims without photo or video evidence cannot be processed. All time limits are counted from the delivery date shown on your tracking.

5. Refunds

Our primary remedy for defective items is a replacement. Except where required by law, refund requests are only considered after your order has been delivered, and Asteria decides case by case whether a refund is granted.

Approved refunds are usually issued as store credit, which you can use on any future Asteria order. In some cases, we may refund to your original payment method instead; your bank may then take 5–10 business days to process it.

We do not offer refunds for:

  • Change of mind
  • Customized products
  • Issues found to be caused by the customer
  • Claims submitted after the 30-day window

6. Replacement Limits

Replacements are the same item. If that item is out of stock, we may offer a comparable item or store credit. Each order item is eligible for one replacement.

7. Contact

Questions? Reach us at support@theasteria.co. We reply within 1–2 business days.

8. Exception for Customers in the United Kingdom

If you are a consumer in the UK, the terms below apply to you. Where they differ from sections 1–7, these terms take priority. Nothing in this policy affects your statutory rights.

  • 14-day right to cancel: You may cancel your order for any reason within 14 days of the day after delivery. Notify us by email at support@theasteria.co, then return the item within 14 days of notifying us. Items must be unworn and in original condition. Return postage is paid by you. We will refund the item price and standard delivery cost within 14 days of receiving the item or proof of return.
  • Customized products: Customized products cannot be cancelled or refunded for change of mind. If a customized product is faulty, the fault rights below still apply.
  • Faulty items, first 30 days: If your item is faulty, you may choose a full refund or a replacement within 30 days of delivery. We cover reasonable return costs.
  • Faulty items, 30 days to 6 months: We will replace the item. If the replacement is also faulty, you are entitled to a refund.
  • Exclusions: Damage caused by water, chemicals, perfume, impact, misuse or normal wear is not a fault.
  • Refund method: Refunds under this section are made to your original payment method. Store credit is only used if you agree to it.