Returns & Refunds
Returns and Refund Information
At Aesentra, customer satisfaction is important to us. We aim to provide a reliable and transparent purchasing experience. Please review our Returns & Refund Policy carefully before placing an order.
By placing an order through aesentra.eu, you agree to the terms outlined below.
Return Eligibility
To be eligible for a return request, the following conditions should generally apply:
✓ Item received in damaged condition
✓ Incorrect item received
✓ Missing items from an order
✓ Product received with packaging issues
✓ Order issue reported within an appropriate timeframe
Products must remain in their original condition and packaging where applicable.
Non-Returnable Items
For safety, quality, and operational reasons, certain items may not be eligible for return, including:
- Opened products
- Used products
- Products with damaged packaging after delivery
- Special order items
- Clearance or promotional items where specified
Damaged or Incorrect Orders
If you receive a damaged, defective, or incorrect order, please contact us as soon as possible.
Please include:
- Order number
- Description of the issue
- Photographs where applicable
- Contact information
Our support team will review the request and work to provide an appropriate resolution.
Refund Process
Approved refunds, where applicable, may be processed back through the original payment method used during purchase.
Refund processing time may vary depending on:
- Payment provider processing times
- Banking procedures
- Internal verification procedures
Order Cancellations
Order cancellation requests may be accepted before an order enters processing or shipment stages.
Once an order has been processed or shipped, cancellation may no longer be possible.
Contact Support
For return requests or refund enquiries, please contact our support team.
Frequently Asked Questions
How do I request a return?
Contact our support team and provide your order information and issue details.
How long do refunds take?
Refund timing varies depending on payment providers and processing requirements.
Can I cancel my order?
Cancellation requests may be accepted before processing or shipment begins.
What if I receive the wrong item?
Please contact support with your order number and relevant details.