Refunds & Returns Policy

Not happy with your purchase? Please contact support@astracases.sg. We are more than happy to fix any issues you may have. For more details on our Returns Policy, please read below.

Order Modifications or Cancellation

Once your order is placed, you have 12 hours to contact our customer support team for any changes — including address updates, order modifications, or cancellations.

After 12 hours, your order will move into fulfillment and can no longer be changed or canceled. We encourage you to reach out as soon as possible, and our team will gladly assist you.

Damaged/Incorrect Order

We work hard to ensure every order meets our quality standards, but mistakes can occasionally happen—and we sincerely apologize if this affects your order. If you receive a damaged, defective, or incorrect item, please email us at support@astracases.sg within 7 days after the order was received, including your order number and a clear photo of the affected item(s). Once we verify the issue, we’ll arrange a replacement right away. Please note that if more than 30 days have passed since your order was delivered, we’re unable to offer a refund or exchange, even for faulty or damaged items.

For faulty or defective items there is no return cost to you.

Normal signs of wear, rust, damage, breakage or other similar issues due to improper use, improper maintenance, product modifications, accidents, loss or theft are not covered by our warranty and will not be considered for a refund.

Order Not Received

If your item has not arrived within 30 business days after you placed your order, please contact support@astracases.sg and we will promptly take care of you.

IMPORTANT: Unfortunately, we cannot be responsible if a package is undeliverable because of missing, incomplete, or incorrect destination information. We do our best to avoid errors by verifying the shipping information with every customer in the order confirmation sent immediately after ordering. Costs to reship the package will be invoiced to the customer.

We are also not responsible for failed deliveries due to the addressee not being home during the time of delivery.

If you haven't received your order despite tracking being marked as "Delivered", please reach out to the carrier for assistance.

Custom Duties

Customs policies vary widely from country to country. Please contact your local customs office for any information about customs policies that apply in your country.

We do not take any responsibility for any additional charges for customs clearance, import duties or local taxes and we have no control over what they may be. We are unable to reimburse any costs incurred in relation to those matters and do not accept any responsibility for delays as a result, regardless of the circumstances.

If packages are undelivered for any reason, including customer's refusal to pay duties, we are not responsible for return shipping costs or for retrieving merchandise and the order will NOT be eligible for a refund. The buyer assumes all responsibilities of claims made with the shipping carrier and all duties/fees incurred on the shipment.

Returns

Our return policy lasts 30 days. If more than 30 days have passed since your order was delivered, unfortunately we can’t offer a refund or exchange.

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

Please note that we do not provide free return labels.

If you wish to return an item due to a change of mind or unwanted order, you’ll be responsible for the return shipping costs. However, if your item arrives defective or damaged, return shipping will be free of charge.

If you receive a damaged or faulty item, please contact support@astracases.sg, and our customer care team will assist you with a replacement or repair.

Before sending any item back, please contact our customer support team at support@astracases.sg to receive return instructions. Returns sent without prior authorization may experience delays or may not be processed.

To complete your return, please include your order number or proof of purchase in your email.

Refunds (If applicable)

Once we receive and inspect your returned item, we’ll notify you by email regarding the approval or rejection of your refund. If your return is approved, we’ll process your refund within 2–3 business days.

Please note it may take up to 8 business days for the refund to appear in your account, depending on your bank’s processing time and policies.

Restocking Fee

A $10.99 restocking fee applies to all returns except in cases where the item received is defective, damaged, or incorrect.

Incorrect Contact Information and Shipping Addresses

Customers are encouraged to ensure accurate shipping details at checkout. The responsibility for providing correct address and contact information rests with customers. Refunds cannot be issued for undelivered packages due to incorrect details.

Late or missing refunds (if applicable)

If you haven't received a refund yet, first check your bank account again. Then contact us to check, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted. If you've done all of this and you still have not received your refund yet, please contact us at support@astracases.sg.

Exchanges (if applicable)

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at support@astracases.sg. Depending on where you live, the time it may take for your exchange product to reach you may vary.

Questions?

Customer service is our number 1 priority and we will do whatever we can to take care of you. We greatly appreciate your consideration to do business with Astra Cases SG and please let us know if you have any questions. You can contact us at support@astracases.sg or at +1 (972) 945 7082.