Welcome to Yaastra! We aim to provide you with a seamless shopping experience. Below are the detailed guidelines and rules regarding refunds, resends, and returns. By making a purchase on our website, you agree to comply with the terms stated in this policy.
Last Updated: 09, September 2024
General Conditions
This policy applies to all products purchased on Yaastra.
All dispute requests, including refunds, resends, and returns, must be filed through support@yaastra.com within the specified timeframes.
To qualify for refunds, resends, or returns, sufficient evidence (e.g., photos, videos, and descriptions) must be provided as per our guidelines.
Our team will evaluate disputes fairly and in alignment with our partner, CJdropshipping’s policies.
1. Disputes Due to Damaged or Defective Items
If your order arrives damaged or defective, you must notify us within 7 days of receiving the product. The following steps apply:
Evidence Required: You must provide clear photos or videos of the damaged or defective item, packaging, and shipping label to verify the issue.
Resolution Offered: Upon verification, you can choose between a refund, resend, or store credit equivalent to the purchase amount.
Exclusions:
Minor cosmetic issues or scratches that do not affect product functionality are not considered defects.
Damage caused by misuse or unauthorized alterations is not eligible.
2. Disputes for Incorrect or Missing Items
If you receive an incorrect product or an item is missing from your order, please report it within 7 days. The conditions are as follows:
Incorrect Product: Provide photos of the incorrect item received, including packaging and SKU labels.
Missing Items: Submit an unboxing video showing the packaging and contents.
Resolution:
We will resend the correct item or missing product at no additional cost.
Refunds can be requested if the correct product is unavailable.
3. Disputes Due to Size and Color Mismatches
Products that differ significantly in size or color from the order specifications are eligible for dispute:
Evidence: Photos showing the size measurement or color difference compared to the product listing.
Resolution: Customers can request a partial refund, a resend of the correct product, or full store credit if significant discrepancies exist.
Note:
Slight variations in color due to lighting or screen display differences are not considered valid grounds for dispute.
4. Disputes for Delayed Shipping
Disputes due to delayed shipping are valid under the following conditions:
Delivery Timeframes: The dispute can be filed if the delivery time exceeds the estimated delivery time by 30 days for standard shipping or 15 days for expedited shipping.
Evidence: Screenshots of the tracking information showing no movement or updates for an extended period.
Exclusions:
Delays caused by natural disasters, pandemics, customs issues, or other force majeure events are not eligible for refunds but may qualify for resends.
If the package is marked delivered by the carrier, but the customer claims non-receipt, resends or refunds are not guaranteed without further investigation.
5. Disputes for Lost Packages
Packages confirmed lost by the shipping carrier will be eligible for resends or refunds:
Confirmation: Disputes for lost packages require confirmation from the carrier that the package is indeed lost.
Resolution: A full refund or resend of the original product will be provided.
Note:
Refunds will not be processed until the carrier officially declares the package lost.
Missing package disputes must be filed within 60 days of the shipment date.
6. Disputes Due to Wrong Shipping Address Provided by Customer
Refunds or resends are not available if the shipping address provided is incorrect or incomplete:
Responsibility: Customers are responsible for verifying the accuracy of their shipping address at the time of checkout.
Resend Policy: Resends may be possible if the package is returned to us, but additional shipping fees will apply.
Resolution:
Yaastra will not cover the costs of reshipping if the address mistake is from the customer’s side.
7. Disputes for Return and Refund Eligibility
Returns and refunds are subject to our review and approval:
Eligibility: Items must be in their original condition, unused, and with all original packaging intact to qualify for a return.
Return Shipping: Return shipping fees are the responsibility of the customer unless the return is due to an error on Yaastra part.
