Refund and Returns Policy

Effective date: October 17, 2026

Astherlau sells practical goods that should arrive intact and work as described. When one of them does not, this page explains what we will put right and how.

1. What we accept back

We accept returns in three situations:

• Manufacturing defect — a flaw in the materials or the workmanship of the product.
• Damage in transit — the item reached you broken or damaged on the journey.
• Wrong item received — what arrived is not what you ordered.

2. What we cannot accept

We do not accept returns for change of mind, for personal preference, or because an item is a different size or shade from the one you had in mind. Measurements, capacities and materials are published on every product page precisely so that you can check before buying — and if something there is unclear, ask us first. We would rather answer a question than process a return.

3. The time limit

You must contact us within 30 days of delivery to request a return. Requests made after that window has closed cannot be accepted.

4. Reporting damage

If the order arrives damaged, report it within 72 hours of delivery. So that the claim can be settled quickly, send photographs showing:

• the damage to the product itself;
• the outer shipping box and its condition;
• the shipping label, readable in full;
• the inner packaging materials as you found them.

Please keep the box and the packaging until the claim is closed — a carrier may ask to see them.

5. How to start a return

• Email support@astherlau.com with your order number and a description of the problem, attaching the photographs described above where the item is damaged or defective.
• We review the request and confirm eligibility within 1-2 business days.
• If it is approved, we send you return shipping instructions. Please do not send anything back before you have them, as an unannounced parcel cannot be matched to an order.
• Pack the item as it arrived and return it following those instructions.
• We inspect it on arrival and process the refund.

6. Who pays the return postage

We do. On an approved return — defective, damaged or wrong item — the return shipping cost is covered by us, and you will not be charged for sending a qualifying item back.

7. How the refund is paid

Refunds are issued to the original payment method used at checkout. We do not offer exchanges, replacements or store credit in place of a refund; if you still want the product, place a new order once the refund is on its way.

8. How long a refund takes

Once the returned item has reached us and been inspected, the refund is processed within 3-7 business days. Your bank or payment provider may then take a few more days to show it on your statement, which is outside our control.

9. Cancelling an order

To cancel, write to support@astherlau.com as quickly as possible. We can stop an order that has not yet been processed; once it has been picked, packed or dispatched, it can no longer be cancelled and the rules above apply instead.

10. Contact

For any question about a return or a refund, reach us at support@astherlau.com or +1 (614) 997-6032 during Monday-Saturday, 9:00 AM - 6:00 PM ET. We answer within 1-2 business days.