Service Support

Return policy

OVERALL RETURN GUIDELINES

These are ASTRAUX’s (“ASTRAUX”, “we” or “our”) Overall Return Guidelines applicable only to products purchased by you directly from ASTRAUX.COM.（besides, austra car） If you purchased products through offline channels, please contact the final vendor who sold the products to you. All returns must meet the overall guidelines in order for the individual return policy to apply.

If you return devices in which you've saved personal and/or confidential information, you must back up and erase this information completely before sending the product back to us.

Products that are received by ASTRAUX in any of the following conditions are not eligible for return and will be rejected:

  • Any product not purchased from ASTRAUX.COM
  • Any product with missing, damaged, altered, or otherwise unreadable IMEI or serial number label, manufacturer model or part number label.
  • Any product that is returned without all original packaging and accessories, including the retail box, manuals, cables, and all other items originally included with the product.
  • Any product that exhibits physical damage.
  • Any product which appears tampered, customized, or altered in any way.

STANDARD RETURN POLICY

  • For the products of proper quality: return for refund within fourteen (14) calendar days from the invoice or delivery date, which is later. (ASTRAUX.COM Enterprise order’s products are not applicable to return.)
  • or the products with manufacturing problems: return for refund or replacement within thirty (30) calendar days from the invoice or delivery date, which is later. (ASTRAUX.COM Enterprise order’s products are applicable to manufactural defects replacement.)
  • Return costs are free for refund and replacement returns of the same item within the return policy period, only provided the product are defective due to manufacturer reason.

SHIPPING COSTS FOR RETURNS

ASTRAUX will bear the shipping costs in case of return/shipment of a defect covered by the warranty or in case of return within the first fourteen (14) days following the initial purchase. Declarations must comply with ASTRAUX's declaration requirements.

  • Please follow the instructions in the confirmation of the return decision.
  • Please keep the packaging of larger products in order to have the appropriate packaging in case of return/shipment.

FURTHER INFORMATION ON RETURN

BUNDLE OFFERS

Products sold as part of a bundle cannot be returned individually for a refund. In order to receive a refund, all products in the bundle must be returned within the applicable ASTRAUX return period. If any products in the Bundle are defective, a replacement may be requested within the applicable ASTRAUX withdrawal period.

PROMOTIONAL ITEMS AND GIFTS

  • As part of its offers, ASTRAUX may provide free promotional items with its products. If you wish to obtain a refund for a product purchased together with its promotional items, all items must be returned. Otherwise, the return may be refused for a refund. To receive a replacement for a purchased item that included promotional items, the defective item must be returned.
  • Products sold as part of a bundle will be refunded equal to the unit price * bundle discount.

PRODUCT NO LONGER IN STOCK

If a product is no longer in stock, ASTRAUX will refund you. This covers replacement request.

NO RETURN POSSIBLE

If you cannot create a return request, it may be for one of the following reasons.

THE TIME LIMIT FOR RETURNING THE ITEM HAS EXPIRED

The withdrawal period for your product has expired. If the withdrawal period for your product has expired, you can no longer return it to ASTRAUX. However, you can still exercise your rights under the legal warranty and/or a ASTRAUX commercial warranty that you may hold in order to obtain the repair or replacement of the product. See the "Warranty Terms" page for more information on available warranties.

OTHER

If a product is covered by the return policy and must be returned within the time period indicated on the product page, but still cannot be returned, please contact us.

CONTACT INFORMATION

You can use our online chat (Monday to Friday from 9:30 am to 18:30 pm, Beijing Time)

info@maktoumtech.com

OVERALL RETURN GUIDELINES

OVERALL RETURN GUIDELINES

These are ASTRAUX’s (“ASTRAUX”, “we” or “our”) Overall Return Guidelines applicable only to products purchased by you directly from ASTRAUX.COM.（besides, austra car） If you purchased products through offline channels, please contact the final vendor who sold the products to you. All returns must meet the overall guidelines in order for the individual return policy to apply.

If you return devices in which you've saved personal and/or confidential information, you must back up and erase this information completely before sending the product back to us.

Products that are received by ASTRAUX in any of the following conditions are not eligible for return and will be rejected:

  • Any product not purchased from ASTRAUX.COM
  • Any product with missing, damaged, altered, or otherwise unreadable IMEI or serial number label, manufacturer model or part number label.
  • Any product that is returned without all original packaging and accessories, including the retail box, manuals, cables, and all other items originally included with the product.
  • Any product that exhibits physical damage.
  • Any product which appears tampered, customized, or altered in any way.

STANDARD RETURN POLICY

STANDARD RETURN POLICY

  • For the products of proper quality: return for refund within fourteen (14) calendar days from the invoice or delivery date, which is later. (ASTRAUX.COM Enterprise order’s products are not applicable to return.)
  • or the products with manufacturing problems: return for refund or replacement within thirty (30) calendar days from the invoice or delivery date, which is later. (ASTRAUX.COM Enterprise order’s products are applicable to manufactural defects replacement.)
  • Return costs are free for refund and replacement returns of the same item within the return policy period, only provided the product are defective due to manufacturer reason.

SHIPPING COSTS FOR RETURNS

SHIPPING COSTS FOR RETURNS

ASTRAUX will bear the shipping costs in case of return/shipment of a defect covered by the warranty or in case of return within the first fourteen (14) days following the initial purchase. Declarations must comply with ASTRAUX's declaration requirements.

  • Please follow the instructions in the confirmation of the return decision.
  • Please keep the packaging of larger products in order to have the appropriate packaging in case of return/shipment.

FURTHER INFORMATION ON RETURN

FURTHER INFORMATION ON RETURN

BUNDLE OFFERS

Products sold as part of a bundle cannot be returned individually for a refund. In order to receive a refund, all products in the bundle must be returned within the applicable ASTRAUX return period. If any products in the Bundle are defective, a replacement may be requested within the applicable ASTRAUX withdrawal period.

PROMOTIONAL ITEMS AND GIFTS

  • As part of its offers, ASTRAUX may provide free promotional items with its products. If you wish to obtain a refund for a product purchased together with its promotional items, all items must be returned. Otherwise, the return may be refused for a refund. To receive a replacement for a purchased item that included promotional items, the defective item must be returned.
  • Products sold as part of a bundle will be refunded equal to the unit price * bundle discount.

PRODUCT NO LONGER IN STOCK

If a product is no longer in stock, ASTRAUX will refund you. This covers replacement request.

NO RETURN POSSIBLE

If you cannot create a return request, it may be for one of the following reasons.

THE TIME LIMIT FOR RETURNING THE ITEM HAS EXPIRED

The withdrawal period for your product has expired. If the withdrawal period for your product has expired, you can no longer return it to ASTRAUX. However, you can still exercise your rights under the legal warranty and/or a ASTRAUX commercial warranty that you may hold in order to obtain the repair or replacement of the product. See the "Warranty Terms" page for more information on available warranties.

OTHER

If a product is covered by the return policy and must be returned within the time period indicated on the product page, but still cannot be returned, please contact us.

CONTACT INFORMATION

You can use our online chat (Monday to Friday from 9:30 am to 18:30 pm, Beijing Time)

info@maktoumtech.com

WARRANTY NOTICE

WARRANTY NOTICE

THIS WARRANTY GIVES YOU SPECIFIC RIGHTS, AND YOU MAY HAVE OTHER RIGHTS CONVEYED BY LAWS OF YOUR COUNTRY, PROVINCE OR STATE. INDEED, IN SOME COUNTRIES, PROVINCES OR STATES, CONSUMER LAW MAY IMPOSE A MINIMUM WARRANTY PERIOD. OTHER THAN AS PERMITTED BY LAW, ASTRAUX DOES NOT EXCLUDE, LIMIT OR SUSPEND OTHER RIGHTS YOU MAY HAVE. FOR A FULL UNDERSTANDING OF YOUR RIGHTS WE INVITE YOU TO CONSULT THE LAWS OF YOUR COUNTRY, PROVINCE OR STATE. This contractual Warranty applies only to the hardware components of ASTRAUX Product (hereafter “Product”) as originally supplied and does not apply to any software or other equipment that are owned by ASTRAUX or third parties for which an end-user license agreement or separate warranty/guarantee statements or exclusions are provided or intended to apply.

OVERALL RETURN GUIDELINES

THIS WARRANTY GIVES YOU SPECIFIC RIGHTS, AND YOU MAY HAVE OTHER RIGHTS CONVEYED BY LAWS OF YOUR COUNTRY, PROVINCE OR STATE. INDEED, IN SOME COUNTRIES, PROVINCES OR STATES, CONSUMER LAW MAY IMPOSE A MINIMUM WARRANTY PERIOD. OTHER THAN AS PERMITTED BY LAW, ASTRAUX DOES NOT EXCLUDE, LIMIT OR SUSPEND OTHER RIGHTS YOU MAY HAVE. FOR A FULL UNDERSTANDING OF YOUR RIGHTS WE INVITE YOU TO CONSULT THE LAWS OF YOUR COUNTRY, PROVINCE OR STATE.

This contractual Warranty applies only to the hardware components of ASTRAUX Product (hereafter “Product”) as originally supplied and does not apply to any software or other equipment that are owned by ASTRAUX or third parties for which an end-user license agreement or separate warranty/guarantee statements or exclusions are provided or intended to apply.

LIMITED PRODUCT WARRANTY

ASTRAUX warrants that the Products are free from defects in materials and workmanship under normal use and use in accordance with the respective Product user manual, during the Warranty Period. Except otherwise provided by applicable law, the warranty lasts and is provided for 2 years. Notwithstanding the foregoing clause, ASTRAUX does not exclude, limit or suspend the minimum legal warranty period imposed by applicable law.

ASTRAUX does not guarantee that the operation of the Product will be uninterrupted or error free.

ASTRAUX is not liable for damages arising from non-compliance with the instructions related to the use of the Product.

REMEDIES

If a hardware defect is found and a valid claim is received by ASTRAUX within the Warranty Period, ASTRAUX will either (1) replace the product, or (2) refund the Product.

In the event of a defect, to the fullest extent permitted by law, these are your sole and exclusive remedies. Shipping and handling charges may apply except where prohibited by applicable law. Any replacement hardware product will be warranted for the remainder of the original warranty period or thirty (30) days, whichever is longer, or for any additional period of time that may be applicable in your jurisdiction.

HOW TO OBTAIN WARRANTY SERVICE

Please contact our online service. In accordance with applicable law, ASTRAUX may require the customer to present proof of purchase details and warranty card with IMEI of the Product. It is your responsibility to backup any data, software, or other materials you may have stored or preserved on the product.  It is likely that such data, software, or other materials will be lost or reformatted during service, and  ASTRAUX will not be responsible for any such damage or loss.

EXCLUSIONS AND LIMITATIONS

Unless otherwise stipulated by ASTRAUX , this Limited Warranty applies only to the Product manufactured by or for ASTRAUX and identifiable by the trademarks, trade name.

The Limited Warranty does not apply to any (a) Damage due to acts of nature or God, for example, lightning strikes, tornadoes, flood, fire, earthquake or other external causes; (b) Negligence; (c) Commercial use; (d) Alterations or modifications to any part of the Product; (e) Damage caused by use with non-ASTRAUX products; (f) Damage caused by accident, abuse or misuse; (g) Damage caused by operating the Product outside the permitted or intended uses described by ASTRAUX or with improper voltage or power supply; or (h) Damage caused by service (including upgrades and expansions) performed by anyone who is not a representative of ASTRAUX or (i) failure to follow instructions relating to the Product's usage.

Recovery and reinstallation of software programs and user data are not covered under this Limited Warranty. It is your responsibility to backup any data, software, or other materials you may have stored or preserved on the product. It is likely that the data, software or other materials in the equipment will be lost or reformatted during the service process, ASTRAUX is not responsible for such damage or loss.

No ASTRAUX reseller, agent, or employee is authorized to make any modification, extension, or addition to this Limited Warranty. If any term is held to be illegal or unenforceable, the legality or enforceability of the remaining terms shall not be affected or impaired.

Except as prohibited by laws or otherwise promised by ASTRAUX, the after-sales services shall be limited to the country or region of the original purchase.

Products which were not duly imported and/or were not duly manufactured by ASTRAUX and/or were not duly acquired from ASTRAUX or a ASTRAUX’s official seller are not covered by the present warranties. As per applicable law you may benefit from warranties from the non-official retailer who sold the product. Therefore, ASTRAUX invites you to contact the retailer from whom you purchased the product.

IMPLIED WARRANTIES

Except to the extent prohibited by applicable law, all implied warranties (including warranties of merchantability and fitness for a particular purpose) will have a limited duration up to a maximum duration of this limited warranty. Some jurisdictions do not allow limitations on the duration of an implied warranty, so the above limitation will not be applied in these cases.

DAMAGE LIMITATION

Except to the extent prohibited by applicable law, ASTRAUX shall not be liable for any damages caused by accidents, indirect, special or consequential damages, including but not limited to loss of profits, revenue or data, damages resulting from any breach of express or implied warranty or condition, or under any other legal theory, even if ASTRAUX has been informed of the possibility of such damages. Some jurisdictions do not allow the exclusion or limitation of special, indirect, or consequential damages, so the above limitation or exclusion may not apply to you.

ASTRAUX CONTACTS

You can use our online chat (Monday to Friday from 9:30 am to 18:30 pm, Beijing Time).

OVERALL RETURN GUIDELINES

OVERALL RETURN GUIDELINES

THIS WARRANTY GIVES YOU SPECIFIC RIGHTS, AND YOU MAY HAVE OTHER RIGHTS CONVEYED BY LAWS OF YOUR COUNTRY, PROVINCE OR STATE. INDEED, IN SOME COUNTRIES, PROVINCES OR STATES, CONSUMER LAW MAY IMPOSE A MINIMUM WARRANTY PERIOD. OTHER THAN AS PERMITTED BY LAW, ASTRAUX DOES NOT EXCLUDE, LIMIT OR SUSPEND OTHER RIGHTS YOU MAY HAVE. FOR A FULL UNDERSTANDING OF YOUR RIGHTS WE INVITE YOU TO CONSULT THE LAWS OF YOUR COUNTRY, PROVINCE OR STATE.

This contractual Warranty applies only to the hardware components of ASTRAUX Product (hereafter “Product”) as originally supplied and does not apply to any software or other equipment that are owned by ASTRAUX or third parties for which an end-user license agreement or separate warranty/guarantee statements or exclusions are provided or intended to apply.

1. LIMITED PRODUCT WARRANTY

LIMITED PRODUCT WARRANTY

ASTRAUX warrants that the Products are free from defects in materials and workmanship under normal use and use in accordance with the respective Product user manual, during the Warranty Period. Except otherwise provided by applicable law, the warranty lasts and is provided for 2 years. Notwithstanding the foregoing clause, ASTRAUX does not exclude, limit or suspend the minimum legal warranty period imposed by applicable law.

ASTRAUX does not guarantee that the operation of the Product will be uninterrupted or error free.

ASTRAUX is not liable for damages arising from non-compliance with the instructions related to the use of the Product.

2. REMEDIES

REMEDIES

If a hardware defect is found and a valid claim is received by ASTRAUX within the Warranty Period, ASTRAUX will either (1) replace the product, or (2) refund the Product.

In the event of a defect, to the fullest extent permitted by law, these are your sole and exclusive remedies. Shipping and handling charges may apply except where prohibited by applicable law. Any replacement hardware product will be warranted for the remainder of the original warranty period or thirty (30) days, whichever is longer, or for any additional period of time that may be applicable in your jurisdiction.

3. HOW TO OBTAIN WARRANTY SERVICE

HOW TO OBTAIN WARRANTY SERVICE

Please contact our online service. In accordance with applicable law, ASTRAUX may require the customer to present proof of purchase details and warranty card with IMEI of the Product. It is your responsibility to backup any data, software, or other materials you may have stored or preserved on the product.  It is likely that such data, software, or other materials will be lost or reformatted during service, and  ASTRAUX will not be responsible for any such damage or loss.

4. EXCLUSIONS AND LIMITATIONS

EXCLUSIONS AND LIMITATIONS

Unless otherwise stipulated by ASTRAUX , this Limited Warranty applies only to the Product manufactured by or for ASTRAUX and identifiable by the trademarks, trade name.

The Limited Warranty does not apply to any (a) Damage due to acts of nature or God, for example, lightning strikes, tornadoes, flood, fire, earthquake or other external causes; (b) Negligence; (c) Commercial use; (d) Alterations or modifications to any part of the Product; (e) Damage caused by use with non-ASTRAUX products; (f) Damage caused by accident, abuse or misuse; (g) Damage caused by operating the Product outside the permitted or intended uses described by ASTRAUX or with improper voltage or power supply; or (h) Damage caused by service (including upgrades and expansions) performed by anyone who is not a representative of ASTRAUX or (i) failure to follow instructions relating to the Product's usage.

Recovery and reinstallation of software programs and user data are not covered under this Limited Warranty. It is your responsibility to backup any data, software, or other materials you may have stored or preserved on the product. It is likely that the data, software or other materials in the equipment will be lost or reformatted during the service process, ASTRAUX is not responsible for such damage or loss.

No ASTRAUX reseller, agent, or employee is authorized to make any modification, extension, or addition to this Limited Warranty. If any term is held to be illegal or unenforceable, the legality or enforceability of the remaining terms shall not be affected or impaired.

Except as prohibited by laws or otherwise promised by ASTRAUX, the after-sales services shall be limited to the country or region of the original purchase.

Products which were not duly imported and/or were not duly manufactured by ASTRAUX and/or were not duly acquired from ASTRAUX or a ASTRAUX’s official seller are not covered by the present warranties. As per applicable law you may benefit from warranties from the non-official retailer who sold the product. Therefore, ASTRAUX invites you to contact the retailer from whom you purchased the product.

5. IMPLIED WARRANTIES

IMPLIED WARRANTIES

Except to the extent prohibited by applicable law, all implied warranties (including warranties of merchantability and fitness for a particular purpose) will have a limited duration up to a maximum duration of this limited warranty. Some jurisdictions do not allow limitations on the duration of an implied warranty, so the above limitation will not be applied in these cases.

6. DAMAGE LIMITATION

DAMAGE LIMITATION

Except to the extent prohibited by applicable law, ASTRAUX shall not be liable for any damages caused by accidents, indirect, special or consequential damages, including but not limited to loss of profits, revenue or data, damages resulting from any breach of express or implied warranty or condition, or under any other legal theory, even if ASTRAUX has been informed of the possibility of such damages. Some jurisdictions do not allow the exclusion or limitation of special, indirect, or consequential damages, so the above limitation or exclusion may not apply to you.

7. ASTRAUX CONTACTS

ASTRAUX CONTACTS

You can use our online chat (Monday to Friday from 9:30 am to 18:30 pm, Beijing Time).