At AshtrayZone, your satisfaction is our priority. Whether you’ve received a damaged item, the wrong product, or simply changed your mind, we are here to assist. Please review the information below to understand our return and refund guidelines and how to proceed.
1. Returning Eligible Items
If you wish to return a product, you may do so within 14 calendar days of delivery for items shipped to an overseas address. Please ensure the item meets our return conditions outlined below to qualify.
2. Items That Cannot Be Returned
For certain products, returns and refunds are not possible unless the item arrives damaged or defective. This applies to:
- Personalized or custom-made products
- Items purchased on sale or with discount codes
3. How to Proceed if Your Item is Damaged or Incorrect
If your item was damaged during transit or you received the wrong product, please contact us within 3 calendar days of delivery. To file a claim:
- Contact us with a detailed description of the issue.
- Include photographs of the item and packaging as proof of the damage or error.
Once we’ve reviewed and approved your claim, we will arrange for a replacement or guide you on the next steps.
4. Conditions for Returns (Change of Mind)
If you decide to return an item for reasons other than damage or defects, the following conditions must be met:
- The product must be unused, in its original packaging, and in the same condition as when received.
- A valid proof of purchase must accompany the return.
To begin a return, contact us. Once your return request is approved, we will provide detailed instructions on returning the item.
Please Note:
- Buyers are responsible for the cost of return shipping, and we recommend using a trackable shipping service to ensure safe delivery.
- If the product is damaged during return shipping or cannot be resold, a refund may not be issued.
5. Refunds for Returns (Change of Mind)
Refunds for returns due to a change of mind are processed as follows:
- Shipping costs are non-refundable. Since shipping fees are included in our pricing, these costs will be deducted from your refund amount.
- No full refunds will be issued if the returned item has no quality-related issue.
Once your returned item is received and inspected, we will notify you of the refund approval or denial. Approved refunds will be credited to your original payment method.
6. Understanding Product Variations
We strive to depict our products as accurately as possible. However, you acknowledge that slight variations in color, size, weight, or packaging may occur due to differences in screens, lighting, or manufacturing processes. These variations are not considered defects.
7. Additional Support
If you have any further questions about returns, refunds, or product concerns, please visit our FAQ page or contact us for assistance.