Refund Policy - AstraPulls

AstraPulls – Refund Policy
Last updated: June 13, 2026

Our Commitment

At AstraPulls, we want you to be completely satisfied with your purchase. If something isn’t right, we’re here to make it right.

Returns Eligibility

You may request a return within 30 days of receiving your order, provided that:

The item is in its original, unopened condition
The item is in its original packaging, undamaged and unaltered
You have proof of purchase (order confirmation email)

⚠️ Due to the nature of hobby boxes and Pokémon products, we are unable to accept returns on opened items unless the product is faulty or damaged.

Non-Returnable Items

The following items are not eligible for return or refund:

Opened hobby boxes, booster boxes, or Pokémon products
Digital or downloadable items
Items damaged due to misuse or mishandling by the customer
Orders returned without prior authorisation

How to Request a Return

Contact us within 30 days of delivery at support@astrapulls.com or via WhatsApp at +44 7882 768375
Include your order number, a description of the issue, and photos if the item is damaged or faulty
Our team will review your request and respond within 1–3 business days
If approved, we will provide you with return instructions

Please do not send items back before receiving authorisation — unauthorised returns may not be processed.

Return Processing Time

Once we receive your returned item, please allow up to 10 business days for your return to be inspected and your refund or exchange to be processed.

Refunds

Once your return is approved and processed:

Refunds will be issued to your original payment method (card, Google Pay, or Apple Pay via Stripe)
Please allow 5–10 business days for the refund to appear in your account, depending on your bank or card provider

Exchanges

We offer exchanges within the same 30-day window. If you’d like to exchange an item:

The item must meet the same eligibility conditions as a return
If the replacement item is of a higher value, you will be charged the difference
If it is of a lower value, the difference will be refunded to your original payment method

Faulty or Damaged Items

If your order arrives damaged or with a manufacturing fault, please contact us within 7 days of delivery with:

Your order number
Clear photos of the damage or fault
A brief description of the issue

We will arrange a full refund, replacement, or exchange at no additional cost to you, including return postage where applicable.

Your Statutory Rights

This policy does not affect your statutory rights under the UK Consumer Rights Act 2015. You are entitled to a full refund if goods are faulty, not as described, or unfit for purpose.