Return Information

Last Updated: June 27, 2026

Overview

This page explains what is and is not returnable across our Alpha, pre-order, and future production tiers. Different tiers carry different terms, because a handmade prototype, a pre-ordered production unit, and a finished retail product are not the same thing. Please read the section that applies to you before purchasing.

Alpha Founder Units ($199)

If the Ascendra One isn't right for you, you can return it within 30 days of delivery for a full refund. We just ask that it come back in the same condition you received it.

To qualify for a refund:

  • Request made within 30 days of confirmed delivery
  • Returned in original condition: unworn or only lightly tried on, clean, and undamaged
  • All components included (garment, DPU, band) and the DPU factory reset
  • Original packaging where possible

Refunds are issued to your original payment method via Stripe once we receive and inspect the unit.

Because each unit is handmade and built in a small founder cohort, items returned damaged, soiled, or showing signs of more than light use are not in resalable condition, and may be declined or issued a partial refund at our discretion.

Defective or Non-Functional Units

We repair or replace:

  • Dead on arrival: the unit never functions from initial setup
  • Complete sensor failure: all sensors non-operational out of the box
  • DPU failure: the processing unit fails to power on or connect to the app after troubleshooting
  • Manufacturing defects covered by our Warranty Policy (for example, seam or sensor-integration failure under normal use)

Contact us as soon as you notice a hardware issue so we can troubleshoot and arrange repair or replacement.

Please note (handmade prototype):

  • Performance and finish can vary slightly between handmade units
  • Gradual sensor drift or wear over time with regular use is expected and is not a defect
  • Damage from washing against the care instructions (spot clean only) or use beyond the garment's limits is not covered
  • Firmware and app features improve continuously and are updated for free

Alpha units are handmade prototypes, not finished consumer products. We are upfront about this on our presale page and in our Terms of Service. If you have questions before purchasing, email [email protected].

Pre-order Deposit ($99 deposit / $449 total)

The $99 pre-order deposit is fully refundable at any time until your unit ships, for any reason. There is no cutoff date. If Astherion is unable to fulfill your pre-order, your deposit and any balance paid will be returned in full. See our Refund & Cancellation Policy.

The remaining $350 balance is collected prior to shipment in Q2 2027. Pre-order units are manufactured hardware and carry a standard return window once shipped, described under Production Products below.

Production Products (Retail, 2027+)

Standard Returns

Finished production products are eligible for return or exchange within 30 days of delivery, in the condition described below.

Conditions for Return

  • Product must be unworn or gently worn (no heavy use)
  • All original packaging, tags, and accessories included
  • DPU must be factory reset
  • Garment must be clean and odor-free
  • No damage beyond normal try-on wear

Return Process

  1. Email [email protected] with your order number
  2. We'll send you a prepaid return shipping label
  3. Package the item securely with all original contents
  4. Drop off at any shipping location
  5. Refund processed within 5-7 business days of receipt

Exchanges

Size Exchanges

We offer free size exchanges for production products within 30 days. The exchange process:

  1. Contact us to initiate the exchange
  2. We ship the new size immediately
  3. Return the original within 14 days of receiving the replacement

Defective Product Exchanges

Defective products are repaired or replaced at no cost. See our Warranty Policy for full details.

Refunds and Shipping

  • Eligible refunds (such as pre-order deposits) are issued to the original payment method via Stripe
  • Processing time: 5-7 business days after receipt or approval
  • Original shipping costs are non-refundable (except for defective products)
  • Return shipping is prepaid for approved warranty repairs, replacements, and production returns

Non-Returnable Items

  • Items returned outside the 30-day window, or not in original condition (worn beyond light try-on, soiled, or damaged)
  • Products damaged by misuse, neglect, or accident
  • Products with missing serial numbers or evidence of tampering
  • Gift cards

International Returns

International customers are responsible for return shipping costs. Customs fees and duties are non-refundable. Please contact us before initiating an international return.

Questions?

Contact our team:

Returns & Exchanges

Email: [email protected]

Response time: Within 24 hours