Return & Refund Policy
At Astral Gateway, we care deeply about your experience. If something is not right with your order, we are here to help. Please read this policy carefully before making a purchase.
Damaged, Defective, or Incorrect Items
If your order arrives damaged, defective, or incorrect, please contact us within 7 days of delivery with your order number and clear photos of the item and packaging. We will review each case individually and provide a suitable resolution, which may include a replacement, refund, or store credit where appropriate.
Eligible Returns — Physical Items
For eligible returns, items must be:
- Unused and in their original condition
- Returned with original packaging where applicable
Unless the item arrived damaged, defective, or incorrect — or unless otherwise required by applicable consumer law — return shipping costs are the responsibility of the customer. Please note that original shipping fees, customs duties, VAT, import taxes, and local handling fees are non-refundable unless required by law.
Sacred & Consecrated Items
Due to their spiritual nature and preparation process, consecrated, custom-prepared, sealed, or sacred spiritual items may be considered final sale where permitted by applicable law.
Personalized Readings & Digital Services
All personalized readings and digital services — including Oracle Readings, BaZi (Four Pillars of Destiny), Zi Wei Dou Shu, Tie Ban Shen Suan, and any other custom-prepared reports or consultations — are non-refundable once work has started. Each reading is uniquely prepared based on your personal information and cannot be reused or reassigned.
EU Customers — Right of Withdrawal
If you are located in the European Union, you may have a 14-day right of withdrawal from the date of delivery for eligible physical items, where legally applicable.
The following exceptions apply under EU consumer law:
- Personalized or custom-made goods
- Sealed items that have been opened after delivery
- Digital services or content where fulfilment has begun with your prior consent
How to Contact Us
To report an issue or request a return, please contact us with your order number, a description of the concern, and any supporting photos. We aim to respond within 2–3 business days.