Return and Exchange Policy – Astraklick App

At Astra, we strive to provide our customers with the best shopping experience. Therefore, we offer the option to return products within 24 hours and exchange them within 3 days from the date of delivery, subject to the following terms:

1. General Conditions for Returns and Exchanges

• The product must be in its original condition, unused and unopened.
• The original purchase invoice or the order number from the app must be provided.
• The product must be eligible for return.
• All return requests must be processed through Astra Branch 2 – Al-Ishrafiyah District only.

How to submit a return or exchange request:

1. Go to the "My Orders" section in the app.
2. Select the past orders
3. Select the relevant order.
4. Click on "Return".
5. Select the product and quantity you wish to return.

2. Refund Method

• Refunds are processed using the same payment method used for the original purchase, as follows:

If paid by cash or Mada card:

• A cash refund will be issued, provided that:

If paid by credit card (Visa, MasterCard, American Express):

• The refund will be processed to the same card, after deducting the bank fee as follows:
• Refunds are processed within 3 to 7 business days.
• Delivery charges are non-refundable, unless the return is due to an error from Astra.

3. Non-Returnable and Non-Exchangeable Products

The following items cannot be returned or exchanged:

• All perishable products, including:
• Personal care items, even if unopened, due to hygiene reasons.
• Underwear – customers are responsible for choosing the correct size before purchasing.
• Recharge cards (mobile, gaming, internet credits)
• Products custom-made or modified upon customer request
• Opened or used products
• Products sold under clearance or promotional offers, unless defective or delivered incorrectly.

4. General Notes

• Astra reserves the right to reject any return or exchange request that does not meet the above conditions.
• For further assistance, please contact our customer service through the app or via WhatsApp at 0553969190.