Refund policy
Return and Refund Policy
At Aestara, we want you to feel confident choosing hardware for your home. This policy explains our voluntary change-of-mind returns and your rights when there is a problem with a product.
Change-of-mind returns
You may request a change-of-mind return within 60 calendar days of the date your order was placed. You do not need to provide a reason.
To be eligible for a change-of-mind return, the product must be:
- unused, uninstalled, unaltered and unmarked;
- in a resaleable condition; and
- returned with its original packaging, protective materials, fixings, accessories and any other components supplied.
Please open and handle products carefully when checking the size, design or finish. Products that have been installed, drilled, modified, scratched, damaged through handling or otherwise used cannot be accepted as change-of-mind returns.
Items excluded from change-of-mind returns
The following items are not eligible for change-of-mind returns:
- customised, made-to-order, special-order or modified products;
- items clearly identified as final sale before purchase;
- gift cards; and
- complimentary samples and sample kits.
These exclusions apply only to change-of-mind returns. They do not limit any rights you may have under the Australian Consumer Law.
How to request a change-of-mind return
- Email hello@aestara.com.au within 60 calendar days of your order date. Include your order number and the item or items you would like to return.
- Please wait for our return instructions before sending anything back.
- Once your return is approved, send the item within 14 calendar days using secure outer packaging and a tracked delivery service. Please do not attach shipping labels directly to the product's retail packaging.
Return shipping for change-of-mind returns
The customer is responsible for arranging and paying the return shipping cost for a change-of-mind return. We recommend keeping your tracking details and postage receipt. The returned item remains your responsibility until it is delivered to us, so please package it carefully.
Return assessment and refunds
We will inspect the returned item after it arrives. If it meets the eligibility conditions above, we will process a refund for the product price actually paid to the original payment method within 7 business days. If you prefer, you may ask for the amount to be issued as store credit instead.
Original delivery charges are not refunded for change-of-mind returns. We do not charge a restocking or processing fee. Your bank or payment provider may take additional time to make the funds available.
If a returned item does not meet the change-of-mind conditions, we will contact you and explain the condition issue before determining the next step.
Exchanges
For the quickest service, please return the unwanted item in accordance with this policy and place a new order for the preferred item. Contact us if you would like help choosing a finish, size or style before ordering.
Faulty, damaged, incorrect or misdescribed products
Our products come with consumer guarantees that cannot be excluded under the Australian Consumer Law. The 60-day period, original-packaging requirements, exclusions and customer-paid return postage described above apply only to voluntary change-of-mind returns. They do not apply where a product is faulty, unsafe, arrives damaged, is incorrectly supplied, is materially different from its description or otherwise fails to meet a consumer guarantee.
If there is a problem with your product, please contact hello@aestara.com.au as soon as reasonably practicable. Include your order number or other proof of purchase, a description of the issue and photographs where helpful. We may assess the product before confirming the appropriate remedy.
Where required under the Australian Consumer Law, remedies may include a repair, replacement or refund. If the product is confirmed to have a problem, Aestara will cover or reimburse reasonable return shipping costs.
Australian Consumer Law
This policy is in addition to, and does not exclude, restrict or modify, any rights or remedies you may have under the Australian Consumer Law.
Contact us
For return or refund questions, email hello@aestara.com.au. We are happy to help.