Frequently Asked Questions about Asrarco's Return, Exchange, and Warranty Policy
At Asrarco, your complete satisfaction is our goal. Therefore, we have prepared these frequently asked questions to clarify our exchange, return, and warranty policies.
1. Which products cannot be returned or exchanged?
For your safety and the quality of our products, the following cannot be returned or exchanged:
Beauty products, including contact lenses, perfumes, and personal care products.
Any products that have been used or opened.
2. Which products can be returned or exchanged?
You can return or exchange:
Products that are damaged or do not match the order you placed.
Electronic devices, provided they have not been used or opened and are in their original condition as received.
Products nearing their expiration date, but only if the expiration date is less than 6 months from the purchase date. If the expiration date is more than 6 months from the purchase date, the product is considered valid and conforms to specifications and cannot be returned or exchanged.
3. How do I submit a return or exchange request?
Simply contact us via WhatsApp (by clicking here) and explain the reason for your return or exchange request. Please attach clear photos of the product you wish to return or exchange.
Important Note: After receiving the shipping label, you must hand the product over to the shipping company within a maximum of 3 days. Be sure to check your messages after submitting your return request to receive the label on time (we will send it to you within a maximum of 3 business days).
4. What is the allowed timeframe for submitting a return or exchange request?
The allowed timeframe is 7 days from the date you received your order.
5. Who is responsible for shipping fees in cases of returns and exchanges?
If the product is damaged or does not match the order: Asrarco Store will cover the full return shipping fees.
If you wish to return a product that is in good condition and matches the order (eligible for return): The customer is responsible for shipping fees according to the value of the return label, and this amount will be deducted from the refund.
In the case of an exchange: The customer is responsible for shipping fees to return the exchanged product (according to the value of the label). After inspecting the product, you will be contacted to choose a replacement. An additional shipping fee will be charged to send the new product (based on the shipping label value).
6. When will I receive my refund after returning the item?
After we receive the returned product and verify its condition, your refund will be processed within 2-14 business days.
Cash on Delivery: If you used the Cash on Delivery service, this fee will be deducted from your total refund amount upon return, as it represents a service charge.
Refunds: In cases of refunds, the refund amount will be credited to the customer's wallet balance in the store.
7. Can I cancel my order after placing it?
Yes, you can cancel your order and receive a full refund if its status is "Pending" (i.e., before the shipping label is issued).
If the order has been processed and the shipping label has been issued, the order will be canceled, and the refund will be issued after deducting the shipping label fees.
8. What if I ordered a "package" (a set of products) and want to return only part of it?
In this case, the remaining products will be charged at their original price, not the special package price.
9. Can I request a return for the same products I previously returned?
No, if you have already requested a return for certain products once and it was accepted according to our policy, a second return for the same products will not be accepted.
10. Do I need to return free gifts with my order?
Gifts associated with specific offers, such as "Buy one, get one free" or "Buy two, get one free," and similar offers, must be returned with the order to guarantee a full refund.
Free promotional gifts that are automatically added to all orders do not need to be returned, and we hope you enjoy them.
Frequently Asked Questions about Electronics Warranty
At Asrarco, your comfort and trust are our priority! All the electronics we sell come with an official warranty from the authorized dealer or manufacturer.
1. What are the details and duration of the warranty for electronic devices?
You can find the warranty details and duration (1 year, 2 years, etc.) clearly stated in the product details on our page.
2. What does the warranty cover?
The warranty covers manufacturing defects only.
3. What does the warranty not cover?
The warranty does not cover damage resulting from misuse, breakage, or any damage caused by accidents.
4. How do I submit a maintenance request or benefit from the warranty?
Contact customer service via [phone number/email/contact link].
Provide the original purchase invoice.
Our team will check the product's condition and guide you through the necessary steps easily.
