RETURN & REFUND POLICY
ASTRA / CLARK PERFORMANCE LABS LLC
Effective Date: 11/23/25
We want you to be satisfied with your purchase from astra-life.com. This Return & Refund Policy explains how returns, refunds, and exchanges are handled.
1. Eligibility & Timeframe
For eligible orders placed on astra-life.com, you may request a return within 30 days of the delivery date. Approved returns are generally issued as store credit for use on astra-life.com. Refunds to the original payment method may be granted at our discretion.
To be eligible:
- Products must be unopened, unused, and in their original packaging;
- You must provide proof of purchase (order number or email receipt);
- Only purchases made directly on astra-life.com are covered by this policy.
2. How to Initiate a Return
All returns must be initiated through our customer support team.
To start a return:
1) Email hello@astra-life.com with your order number, the item(s) you wish to return, and the reason;
2) If your return is approved, we will send you instructions and a return address (and a pre-paid label if applicable);
3) Pack items securely; we are not responsible for items lost or damaged during return shipping.
Return shipping costs may be your responsibility or deducted from your refund/store credit, unless otherwise stated or required by law.
3. Non-Returnable / Final Sale Items
To protect product integrity and prevent abuse, the following are typically non-returnable and non-refundable, except in cases of damage or defect as described in Section 4:
- Opened or partially used supplements or other consumable products;
- Items marked as “final sale” or “limited edition”;
- Orders purchased using certain promotions, discount codes, or rewards (as specified in the offer terms);
- Gift cards and digital products;
- Samples;
- Merchandise/apparel that has been worn, washed, or damaged after delivery;
- Products purchased from third-party retailers or marketplaces (returns must be handled with that retailer);
- Subscription renewals (see Subscription Policy).
We reserve the right to interpret and apply these categories in our reasonable discretion.
4. Incorrect Products or Quantities (Fulfillment Partner Errors)
If our fulfillment partner ships the incorrect product or incorrect quantity compared to your order confirmation:
- Contact hello@astra-life.com as soon as you notice the issue, ideally within 72 hours of delivery;
- Include your order number and clear photos of what you received, including packaging and labels.
Once we confirm that a fulfillment mistake was made, our fulfillment partner will correct the error and reship the correct items at their expense.
If a customer claims a shipping or packing error but the fulfillment partner’s records (including pick/pack logs, weights, and internal scans) show the order was accurately fulfilled, the issue will be handled by Astra directly—for example, through our own review, potential courtesy credits, or other resolution we determine appropriate in our discretion.
5. Damaged, Defective, or Wrong Items (General)
If your order arrives damaged, defective, or with the wrong items:
- Email hello@astra-life.com within 72 hours of the delivery date;
- Include your order number, a description of the issue, and clear photos of the product(s), packaging, and any visible lot/batch codes.
We will review your claim and may, at our discretion, offer a replacement product, store credit, or a refund to your original payment method.
If damage appears related to carrier mishandling rather than a fulfillment error, we may work with our fulfillment partner to file a claim with the carrier and determine the appropriate remedy. Claims submitted after 72 hours or without adequate documentation may be denied.
6. Lost or Stolen Packages
If tracking shows a package as “delivered” but you did not receive it, please follow the steps in our Shipping Policy and then contact hello@astra-life.com.
Orders marked delivered by the carrier are generally considered fulfilled. We are not responsible for lost or stolen packages after the carrier confirms delivery, and we typically do not issue replacements or refunds unless package protection/insurance was purchased or we choose to do so as a courtesy.
7. International Orders
Except where prohibited by law:
- International orders are generally final sale and not eligible for return or refund, except if the product arrives damaged or defective;
- For damaged or defective international orders, email hello@astra-life.com within 72 hours of delivery with photos and proof of purchase.
We will review each case and determine, in our discretion, whether a replacement, store credit, or refund is appropriate.
8. Repeated Returns & Policy Abuse
Our Return & Refund Policy is designed for good-faith returns. We reserve the right to:
- Limit or refuse returns for customers with a high rate of returns or behavior that appears abusive;
- Require a restocking fee in certain cases;
- Block or restrict purchases or returns from specific accounts, email addresses, or shipping addresses associated with policy abuse.
All return and refund decisions are made in our reasonable discretion and in accordance with applicable law.
For any questions about returns or refunds, contact hello@astra-life.com. Customer service is available via email only.
