Refund policy

Return Policy and Right of Withdrawal

1. Return Policy

At Asyrose, we accept returns within 14 days of receiving the order, provided that the conditions below are met.

  • The product must be in its original condition, with all components and packaging.
  • Returns of products damaged through improper use or handling will not be accepted.
  • For hygiene products, the product must be properly cleaned before the return process begins.
  • For defective products, the defect must be reported immediately upon receipt.
  • Return shipping costs are borne by the customer.
  • The return will be processed within 7 business days after the product is received at our warehouse. If all conditions are met, the refund will be issued within that period.

Important: we reserve the right to reject returns if the product shows signs of misuse, damage not attributable to us, or failure to meet the conditions above.

2. How to Start a Return

If your order meets the conditions above, follow these steps:

Email us at info@asyrose.com.

Include the following information:

  • Order number
  • Reason for the return
  • Photos of the product, if it is defective or broken
  • Customer's full name
  • Full address

Once we receive your request, we will send you the correct return address. Do not return the parcel to the original sender. Return shipping costs are borne by the customer.

3. Right of Withdrawal

In accordance with applicable regulations, including European Directive 2011/83/EU and applicable consumer law, you have the right to withdraw from your order within 14 calendar days of receipt, provided that you are a private consumer (not a professional) and the order is not connected to a commercial or professional activity.

Important: orders are processed automatically and immediately, so an order cannot be interrupted or cancelled once confirmed. If the order has already shipped, it cannot be cancelled. You must wait to receive the product and then start the return process following the steps above.

4. Procedure for Exercising the Right of Withdrawal

To exercise your right of withdrawal, send us a clear request by email to info@asyrose.com, stating your decision to withdraw from the contract. The withdrawal will take effect once the returned products have been received.

5. Consequences of Withdrawal

If you correctly exercise your right of withdrawal:

  • We will refund the total amount of your order, excluding shipping costs, within a maximum of 14 calendar days from receipt of the returned product.
  • We will use the same payment method used for the order, unless otherwise agreed.
  • No additional charge will be applied for the refund.
  • We will not refund additional costs if you chose a shipping option other than the least expensive standard option.

6. Additional Shipping and Return Information

Our products are shipped from our international warehouse, so delivery times may vary. If your order has already shipped and is in transit, we cannot cancel it. You must wait to receive it and then start the return process. To speed up the process, you may tell us in advance that you intend to withdraw and provide the tracking number for the returned parcel.

7. Return Address

All returns must be sent to our central international warehouse. The exact address will be provided only after we receive your request by email. Return shipping costs are borne by the customer.