REFUND & RETURNS POLICY

ASTRA STORES

Effective Date: 6 November 2026
Website: https://astrastores.com
Customer Support: support@astrastores.com

1. Introduction

At Astra Stores, customer satisfaction, product authenticity, quality, and safety are at the heart of everything we do.

We are committed to providing our customers with premium health supplements, beauty products, skincare essentials, and wellness solutions that meet our quality standards.

We understand that there may be circumstances where you need to return a product, request an exchange, or seek a refund.

This Refund & Returns Policy explains the eligibility requirements, procedures, and conditions governing returns, exchanges, and refunds for purchases made through www.astrastores.com.

By purchasing from Astra Stores, you acknowledge this policy, subject to your rights under applicable Nigerian consumer protection laws.

2. Our 7-Day Return Policy

Astra Stores offers a 7-day return window for eligible products.

Customers wishing to return an eligible product must contact our customer support team within seven (7) calendar days of receiving their order.

To qualify for a standard return:

  • The return request must be initiated within 7 calendar days of delivery.

  • The product must be unused, unopened, and in its original condition.

  • All manufacturer seals, safety seals, protective packaging, and labels must remain intact.

  • The product must be returned in its original packaging, including any accessories or accompanying materials.

  • A valid receipt, invoice, order confirmation, or other acceptable proof of purchase must be provided.

  • The product must have been purchased directly from Astra Stores.

Important: Our standard 7-day return window does not limit statutory rights relating to defective, unsafe, damaged, or incorrectly supplied products.

Requests involving such products will be assessed in accordance with applicable Nigerian consumer protection laws, even where the standard return period has expired.

3. Non-Returnable Products

Due to strict hygiene, health, safety, and product integrity requirements, certain products cannot ordinarily be returned for change-of-mind reasons.

These include:

  • Opened or partially used dietary supplements, vitamins, capsules, tablets, powders, and nutritional products.

  • Products with broken, removed, or tampered safety seals.

  • Opened skincare, cosmetics, beauty, or personal-care products.

  • Products showing signs of use, contamination, improper handling, or customer-caused damage.

  • Products stored under unsuitable conditions after delivery.

  • Items without sufficient proof of purchase.

  • Gift cards and digital products, where applicable.

  • Clearance or final-sale items where the restriction was clearly communicated before purchase.

Health and Safety Notice: Once a supplement or personal-care product has been opened or its protective seal compromised, Astra Stores will generally not accept it for a discretionary return or resale.

However, these exclusions do not apply where the customer has a legal right to a remedy because a product is defective, unsafe, incorrectly supplied, or does not meet applicable consumer protection standards.

4. Damaged, Defective, Incorrect, or Expired Products

We take every reasonable precaution to ensure that orders are properly inspected, packaged, and dispatched.

If you receive a product that is damaged, defective, expired, incorrect, or otherwise not as described, please notify us as soon as reasonably possible.

Email support@astrastores.com with:

  • Your full name.

  • Your order number.

  • Your delivery date.

  • A description of the issue.

  • Clear photographs or videos showing the product and any visible damage.

  • A photograph of the product’s batch number and expiry date, where relevant.

Our customer support team will review your complaint and advise you of the appropriate resolution.

Depending on the circumstances and applicable consumer rights, available remedies may include:

  • Replacement with the correct or equivalent product.

  • Exchange for another suitable product.

  • A full or partial refund, where appropriate.

Where a product is confirmed to be faulty, unsafe, or incorrectly supplied due to an error attributable to Astra Stores, we will arrange an appropriate return or collection process at our expense.

Customers should not consume or continue using any product they reasonably suspect to be unsafe or contaminated.

5. How to Request a Return

To ensure your request is processed efficiently, please follow the procedure below.

Step 1: Contact Customer Support

Send an email to support@astrastores.com with the subject:

Return Request – Order #[Your Order Number]

Include your order details, reason for returning the product, and supporting photographs where necessary.

Step 2: Return Eligibility Review

Our support team will assess your request and communicate the next steps.

We may request additional information where necessary to determine the appropriate resolution.

Step 3: Receive Return Instructions

If a physical return is required, our team will provide instructions on how and where to return the item.

Step 4: Product Inspection

Once the returned product is received, it will be inspected to confirm its condition and assess the return request.

Step 5: Resolution

Following inspection, we will notify you of the outcome and, where applicable, arrange an exchange, replacement, or refund.

Please do not return products without first contacting our customer support team.

6. Refund Processing

Once your return is received and assessed, Astra Stores will notify you by email whether your refund request has been approved or declined, together with the reason for the decision.

For approved refunds:

  • We aim to initiate the refund within 5–10 business days following approval.

  • Refunds will ordinarily be made through the original payment method, where technically possible.

  • For payments made by bank transfer, we may request verified bank account details to facilitate the refund.

  • The time required for the funds to appear in your account may vary depending on your bank or payment service provider.

Where applicable law requires a faster refund or a particular remedy, those requirements will take precedence.

Astra Stores does not guarantee instant refund settlement because some payment processing timelines are controlled by external financial institutions.

7. Late or Missing Refunds

If your refund has been approved but you have not received the funds:

  1. Check your bank account or original payment method again.

  2. Contact your bank or payment provider to confirm whether the transaction is pending.

  3. Allow for any applicable interbank or payment-processing delays.

  4. If the refund remains outstanding beyond the communicated processing period, contact support@astrastores.com with your order number and refund confirmation.

We will review the transaction and assist in resolving the issue.

8. Exchanges and Replacements

Astra Stores accepts eligible exchange requests within the standard 7-day return period, subject to product condition, availability, and the nature of the request.

Exchanges may be approved where:

  • An incorrect product was delivered.

  • A product arrived damaged or defective.

  • An eligible unopened product qualifies for an exchange under this policy.

All discretionary exchanges are subject to inspection and product availability.

If the originally ordered item is unavailable, our team will discuss an appropriate alternative or refund option with you.

Where a customer requests an exchange solely due to a change of preference, any additional delivery charges will ordinarily be the customer’s responsibility.

Where the exchange results from our error or a qualifying product defect, Astra Stores will bear the reasonable associated return and replacement delivery costs.

9. Sale, Promotional, and Discounted Items

Products purchased during sales, special promotions, clearance events, or discount campaigns may be subject to additional return conditions disclosed at the time of purchase.

Change-of-mind returns for items expressly designated as final sale may be restricted.

However, a discounted or promotional product remains eligible for any remedy required by applicable consumer protection law if it is defective, unsafe, incorrectly supplied, or materially different from its advertised description.

Promotional pricing does not remove a customer’s statutory consumer rights.

10. Return Shipping and Delivery Costs

For eligible discretionary returns, customers are generally responsible for the cost of returning products to Astra Stores.

Original delivery charges are ordinarily non-refundable for change-of-mind returns where delivery was successfully completed as agreed.

However, where a return is required because of an error attributable to Astra Stores or a product that fails to meet applicable legal quality or safety requirements, we will bear the reasonable return shipping costs and provide the remedy required by law.

We strongly recommend using a reliable courier service with tracking information when returning eligible items.

For customer-arranged discretionary returns, customers should retain the courier receipt and tracking number until delivery has been confirmed.

11. Return Address

ASTRA STORES
3 Marwa Road,
Beside Fin-Niger Estate Gate,
Satellite Town, Lagos 100001,
Nigeria.

Email: support@astrastores.com
Website: www.astrastores.com

Important: Customers must contact our support team before dispatching any return. Sending a product to our address without prior communication does not automatically guarantee acceptance or refund eligibility.

12. Order Cancellation

Customers who wish to cancel an order should contact Astra Stores as quickly as possible.

If an order has not yet been dispatched, we will review the cancellation request and arrange any applicable refund.

If an order has already been dispatched, cancellation may require the customer to follow the appropriate return procedure.

Reasonable cancellation or delivery charges may apply where legally permitted and communicated, depending on the order’s processing status.

Nothing in this section limits cancellation or refund rights provided by applicable law.

13. Gifts and Gift Purchases

Products purchased as gifts are generally subject to the same return eligibility requirements as other purchases.

Where a refund is approved, it will ordinarily be issued to the original purchaser using the original payment method.

Gift exchanges or store credit may be considered where appropriate and agreed upon by the parties.

14. Product Storage, Handling, and Safety

Health and wellness products must be stored and handled in accordance with their manufacturer’s instructions.

Customers are encouraged to:

  • Inspect products immediately upon delivery.

  • Confirm that packaging and protective seals are intact.

  • Check expiry dates before use.

  • Store products according to the conditions stated on their labels.

  • Avoid exposing supplements to excessive moisture, heat, sunlight, or contamination.

  • Notify Astra Stores promptly of any delivery discrepancies or suspected quality concerns.

Products damaged due to improper customer storage, misuse, or handling after delivery may not qualify for discretionary returns.

This does not exclude remedies for defects or quality issues that existed when the goods were supplied.

15. Consumer Rights and Legal Compliance

Astra Stores is committed to fair trading practices and compliance with applicable Nigerian consumer protection laws, including the Federal Competition and Consumer Protection Act (FCCPA), 2018.

Our 7-day standard return policy is an additional customer service arrangement and does not replace, reduce, or exclude rights or remedies available under applicable law.

In particular, customers may have additional rights regarding defective, unsafe, unsuitable, or incorrectly described goods.

Where applicable law provides a longer period or an additional remedy, the legal requirement will prevail over any conflicting provision of this policy.

16. Changes to This Policy

Astra Stores reserves the right to update or revise this Refund & Returns Policy from time to time to reflect changes in our operations, customer service procedures, or applicable legal requirements.

Any amendments will be published on our website with an updated effective date.

Changes will not retrospectively remove rights that customers have already acquired under applicable law.

17. Contact Us

For assistance with returns, refunds, exchanges, product concerns, or order-related enquiries, please contact:

ASTRA STORES – CUSTOMER SUPPORT

Email: support@astrastores.com
Website: https://astrastores.com

Office Address:
3 Marwa Road, Beside Fin-Niger Estate Gate,
Satellite Town, Lagos 100001, Nigeria.

We are committed to handling genuine customer concerns fairly, professionally, and efficiently.

Thank you for choosing Astra Stores — Beauty That Starts From Within.