Refund & Returns Policy
ASTEROHYPE is operated by ASIOS MB.
Kalvarijų g. 125, LT-08221 Vilnius, Lithuania
Company code: 307543749
Email: asterohypecontact@gmail.com
1. EU 14-Day Right of Withdrawal
If you are a consumer in the European Union, you have the right to withdraw from your purchase within 14 days of receiving the order, without giving any reason, in accordance with EU Directive 2011/83.
To exercise this right, you must inform us of your decision before the 14-day period expires. You may use the model withdrawal form below or send any other clear statement (e.g. an email).
We will reimburse you no later than 14 days from the day on which we receive your withdrawal notice, using the same payment method you used for the original transaction (unless you expressly agreed otherwise).
For hygienic and safety reasons, this right does NOT apply to:
• Cosmetics that have been opened, used or whose seal has been broken
• Underwear or swimwear
• Personalized or custom-made items
You bear the direct cost of returning the goods unless the item was defective or incorrect.
1.b Model Withdrawal Form (Annex B, Directive 2011/83/EU)
You may copy and complete the following form to exercise your right of withdrawal:
To: ASIOS MB — asterohypecontact@gmail.com
I/We hereby give notice that I/We withdraw from my/our contract of sale of the following goods:
— Order number: ____________
— Ordered on: ____________
— Received on: ____________
— Name of consumer(s): ____________
— Address of consumer(s): ____________
— Date: ____________
2. Legal Guarantee of Conformity (EU Directive 2019/771)
In addition to the right of withdrawal, EU consumers benefit from a statutory legal guarantee of conformity of 2 years from the delivery of the goods. This guarantee covers any lack of conformity (defect) that exists at the time of delivery and becomes apparent within 24 months.
For the first 12 months, any lack of conformity is presumed to have existed at the time of delivery, unless we prove otherwise. After that period, the consumer must prove that the defect existed at delivery.
If a product is not in conformity, you are entitled to have it brought into conformity through repair or replacement, a price reduction or termination of the contract, in accordance with applicable law.
3. Defective, Damaged or Incorrect Items
If you receive an item that is damaged on arrival, defective, of poor quality, different from what you ordered, or missing parts: contact us within 14 days of delivery with photos or videos.
We will provide a free replacement or reshipment, or a full refund (including original shipping costs).
No physical return is required for these cases — we resolve based on photo evidence.
4. Orders Not Received
If your order has not arrived within the estimated delivery window, contact us. We will investigate with the carrier and provide a full refund or reshipment after the investigation period (45 days for USA, 60 days for EU). Please note that delivery times may be longer than initially estimated due to international logistics or customs processing.
5. Evidence Required
For all claims we may request clear photos or videos of the issue, photos of the shipping label and packaging, and for "not received" claims, confirmation from the local carrier or post office.
Returns sent without prior authorization will not be accepted.
6. Return Process
Most claims do NOT require a physical return. We resolve via refund or replacement based on photo evidence.
If a physical return is approved, we will provide return instructions by email. You are responsible for return shipping costs unless the item is defective or incorrect.
7. Imports, Customs & Taxes
Orders are shipped internationally from our overseas fulfillment center. We aim to include applicable taxes and import duties in your purchase price for shipments to the European Union, the United States, Switzerland and the United Arab Emirates, remitted by us under our applicable import tax registrations.
In normal circumstances, customers in these regions will not be asked to pay additional customs fees on arrival for orders under the local de minimis thresholds. In the unlikely event that customs charges you any unexpected duty for such an order, please contact us with the receipt and we will refund the amount.
For other destinations, customs duties and import taxes may apply on arrival and are paid by the customer.
8. Refund Processing
Once a refund is approved, we process it without undue delay and at the latest within 14 days from the day we receive your withdrawal notice or claim. Refunds are issued to the original payment method. Your bank or payment provider may take 3-10 additional business days to post the refund to your account.
9. Statutory Rights
Nothing in this policy limits or affects your mandatory consumer rights under the laws of your country, including the EU Consumer Rights Directive 2011/83 and the EU Sale of Goods Directive 2019/771.
Contact
ASIOS MB
Kalvarijų g. 125, LT-08221 Vilnius, Lithuania
Email: asterohypecontact@gmail.com
Company code: 307543749