1.1 Return and Exchange Period
Products may be returned or exchanged within 14 days from the date of receipt. The delivery date must be recorded on the shipping waybill and invoice.
1.2 Exchange Conditions
General Conditions
For a return or exchange to be accepted, the product must be in its original condition, unused, and free from damage. All original accessories and manuals must be included and undamaged, and the product packaging must remain in its original condition without tears or damage.
Return and Exchange Options
Customers may exchange a product for another equivalent product or request a refund of the amount paid.
Customers are responsible for shipping costs associated with returns or exchanges, unless the issue resulted from an error on the website’s part.
If the order issue was caused by the website, the customer will not be charged shipping fees for the return or exchange.
Customers may send the product to the address specified by the website for return or exchange processing.
1.3 Products Not Eligible for Return or Exchange
Products that have been used or operated by the customer are not eligible for return or exchange, including, but not limited to:
Smartphones.
Earphones and headphones.
Digital watches.
PlayStation consoles and devices.
Chargers and power banks.
Personal care devices that have been used.
Skin, hair, and nail care tools.
Massage devices that have been used.
1.4 Return and Exchange Procedures
To request a return or exchange, customers must contact customer service through WhatsApp, the website, email, or telephone.
The customer must provide:
The order date and order details.
A photo of the product in its current condition.
A copy of the invoice or shipping waybill.
The reason for the return or exchange.
1.5 Refund Processing Time
Refunds will be processed within 5 business days from the date the returned product is received by the website.
Refunds will be issued using an available payment method corresponding to the original payment method, where applicable.
Applicable shipping charges will be deducted from the refund amount, except where the return results from an error attributable to the website.
2. Delivery Receipt Policy
1. Customers must receive the product from the delivery representative in its sealed packaging. The package should only be opened by the customer. If the customer wishes to open the package upon delivery, the delivery representative must photograph the product before it is opened.
2. Certain products must be opened and inspected upon delivery to verify their contents and included accessories before the delivery representative leaves. In such cases, the product specifications and the number of included items or accessories must be documented on the shipping waybill.
3. Payment Policy
Ashtry Global offers the following payment methods:
1. Cash on Delivery: Customers may pay in cash upon delivery or pay the delivery representative through InstaPay or an electronic wallet transfer.
2. Online Payment: Customers may pay through the website using supported payment cards, InstaPay, or bank transfer. For bank transfers, customers must provide a copy of the transfer confirmation.
4. Privacy and Security Policy
4.1 Personal Data Protection
Personal information provided by customers will not be shared with external advertising entities, other sales websites, or third-party marketing companies for their independent marketing purposes.
Customer data will be used for purposes related to Ashtry.com, including communicating exclusive offers and following up to assess customer satisfaction.
4.2 Payment Card Security
Ashtry Global aims to protect customers’ payment card information. Customers may complete purchases using electronic payment cards and remove their saved card details where this functionality is available.
5. Warranty Terms and Conditions
5.1 Locally Sourced Electronic Devices
Manufacturing defects discovered within two days: If a manufacturing defect is discovered during initial testing or operation within two days of receiving the product, customers may request an exchange or refund through the website, subject to verification and the applicable terms.
Manufacturing defects discovered during use: If a manufacturing defect develops during subsequent use, customers should contact the manufacturer in accordance with the warranty booklet.
Maintenance and spare parts: For maintenance, spare-part replacement, or repairs during the product’s period of use, customers should contact the manufacturer’s authorized service center.
5.2 International Electronic Devices
Manufacturing defects discovered within two days: If a manufacturing defect is discovered during initial testing or operation within two days of receiving the product, customers may request an exchange or refund through the website, subject to verification and the applicable terms.
Three-month warranty: Ashtry Global provides a three-month warranty on international electronic devices against manufacturing defects only.
Maintenance and repairs: If maintenance, spare-part replacement, or repairs are required during use, the customer must arrange service through a suitable service center.