Frequently Asked Questions

Welcome to our Frequently Asked Questions (FAQs) section. We understand that you may have questions about our services, policies, and products. To provide you with quick and comprehensive answers, we've compiled a list of commonly asked questions. Feel free to browse through the sections below to find the information you're looking for."

Shopping and Delivery FAQs - Seamless Ordering and Quick Deliveries:
Placing an order with us is hassle-free. Simply explore our website or mobile app, add items to your cart, and proceed to checkout. Our same-day delivery option within a 100-kilometer radius ensures a swift and efficient shopping experience, providing you with the convenience you expect.
Our shopping options are designed for ease of use. You can effortlessly browse by category, search for specific items, or explore curated collections, creating a seamless shopping journey tailored to your preferences.
Yes, we offer same-day delivery within a 100-kilometer radius. Place your order before 1800hrs / 6.00 pm to enjoy prompt delivery, ensuring your items reach you swiftly.
Once your order is dispatched, you’ll receive a tracking number via email/SMS. Use this number on our website to monitor your package’s real-time status, providing you with transparency and control over your delivery.
Yes, you can modify or cancel your order before shipped out at the seller's place. Log in to your account, go to the 'Order History' section, and follow the provided instructions for order modifications or cancellations, giving you the flexibility, you need.
Payment and Charges FAQs:
We accept a variety of payment methods, including credit/debit cards, digital wallets, and online transfers. You can view the available payment methods during the checkout process.
Yes, our platform employs robust security measures to ensure the safety of your payment information. We use [mention security protocols or certifications] to protect your transactions.
We do not impose additional charges for most payment methods. However, some third-party payment providers may have their fees. Please check with your payment provider for any additional charges.
If you’ve accidentally made a duplicate payment, please contact our customer support team at [email@.com] or [Live Chat]. We will investigate the issue and process a refund if necessary.
No, we believe in transparency. The prices displayed include the product cost, applicable taxes, and any shipping fees. There are no hidden charges, and you will see a detailed breakdown during the checkout process.
Currently, we support single-payment method transactions. You can choose your preferred payment method during the checkout process.
Refunds for returned items are processed using the original payment method. If your original payment method is no longer valid, the refund may be issued in the form of store credit or an alternative payment method.
If your payment fails during checkout, please double-check your payment details, and ensure that your chosen payment method is valid. If the issue persists, contact our customer support team for assistance.
Currently, we do not offer installment payment options. However, we are constantly evaluating and updating our payment features to enhance your shopping experience.
Your payment history and receipts can be viewed in the 'Order History' section of your account. Additionally, you will receive an email confirmation with your payment details for each transaction.
Vendor Registration Policy
1. To register as a vendor on Astra Hub, simply visit our website and navigate to the vendor registration page. Follow the prompts to fill out the required information about your business and product offerings.
No, there is no fee for vendor registration on Astra Hub. It's FREE to sign up and list your products on our platform.
We require basic information about your business, including contact details, business address, and a brief description of the products you offer. Additionally, you may need to provide relevant SSM – Company registration, licenses, or certifications, depending on the nature of your products.
Typically, vendor registrations are processed within 1-2 business days. However, it may take longer if additional information is required or during peak periods of registration.
While we welcome a wide range of products, we have certain guidelines and restrictions in place. Please refer to our vendor policies for more information on the types of products that are allowed on our platform.
Once your vendor registration is approved, you will receive access to your vendor dashboard, where you can manage your product listings, track orders, and communicate with customers.
Yes, Astra Hub operates on a commission-based model for sales made through our platform. A percentage of each sale will be deducted as a commission fee.
You can easily update your product listings or make changes to your vendor profile through your vendor dashboard. Simply log in to your account and navigate to the appropriate sections to make the necessary updates.
We offer dedicated support to our vendors through our customer service team. If you have any questions or need assistance, you can reach out to us via email or live chat, and we'll be happy to help.
Yes, you can cancel your vendor registration at any time by contacting our support team. However, please note that any active product listings and pending orders will need to be resolved before cancellation can be processed.
Delivery Partners and Drivers FAQs -
Local Delivery Service within 100km:
To join our delivery team, navigate to our dedicated “Become a Driver” page on our website. Follow the application process, and once approved, you can start accepting delivery requests within the specified 100km distance.
Eligibility criteria include possessing a valid driver's license & PSV, a reliable mode of transportation (motorcycle, cars, van, 4 x4 pickup, and truck), and meeting any additional requirements outlined on our "Become a Driver" page.
Customers within the 100km radius can place delivery requests through our platform. Once a request is received, our system assigns the order to the nearest available driver, optimizing routes for efficient and timely deliveries.
Vehicle requirements may vary, but we generally accept various types, including motorcycles, cars, vans, 4 x4 pickups, and trucks. Refer to our driver guidelines for detailed information on vehicle specifications.
Safety is paramount. We provide guidelines on safe driving practices, encourage the use of safety gear, and implement security features in our app to protect both drivers and customers during local deliveries.
Earnings are calculated based on factors such as distance traveled, time spent on deliveries, and order volume. The transparent earnings structure is detailed in the driver dashboard, ensuring clarity for our local delivery partners.
If you receive a damaged or defective item, please contact our customer support team within 7 days of receiving the product. We will coordinate with the seller to arrange for a return or replacement at no additional cost to you.
Yes, our delivery partners have the flexibility to choose their working hours based on their availability and preferences within the specified 100km radius.
Payments to local delivery partners are typically processed on a [weekly/bi-weekly/monthly] basis, providing financial stability and predictability for our dedicated delivery team.
We offer comprehensive support, including in-app assistance, a dedicated support hotline, and a responsive support team to address any issues promptly during local deliveries.
Absolutely. We value the input from our local delivery partners. Feedback channels are open, and periodic surveys may be conducted to gather insights for ongoing enhancements to our delivery service within the 100km radius.
Returns and Refunds FAQs
Yes, we accept returns within 7 to 14 days from the date of purchase. Items must be unused, in their original packaging, and in the same condition as received. Please review our detailed [Return Policy] for more information.
To initiate a return, please contact our customer support team at cs@astrahub.com.my and Live Chat. Provide your order number, details of the items you wish to return, and the reason for the return. Our team will guide you through the process.
Customers are responsible for the cost of return shipping. Upon contacting our customer support, you will receive instructions on the return process, including the return address.
Once the returned item is received, supplier will inspect it to ensure it meets the return eligibility criteria. If approved, we will process the refund or replacement. Please allow 14-30 business days for the refund to reflect in your account.
Personalized or customized items are generally non-returnable unless there is a defect or error on the part of the seller. Please check the product description for specific return information.
If you receive a damaged or defective item, please contact our customer support team within 7 days of receiving the product. We will coordinate with the seller to arrange for a return or replacement at no additional cost to you.
Refunds will be processed by the seller using the original payment method. In the case of store credit or gift card refunds, the credit will be applied to your account by the seller.
If you have additional questions or encounter any issues, please reach out to our customer support team. We're here to assist you and ensure a positive shopping experience.
Payment Terms for Vendors or Retailers
Vendors receive payments for sales made through Astra Hub via their preferred payment method Bank transfer, on a regular schedule, such as 3-5 working days & weekly.
Yes, Astra Hub deducts a predetermined commission percentage from the total sale amount before transferring the remaining balance to the vendor's account.
In case of any payment disputes or discrepancies, vendors can reach out to Astra Hub's customer support team for prompt resolution. We are committed to ensuring transparent and fair payment practices for all vendors.
Yes, vendors have the flexibility to select their preferred payment method for receiving payments, including bank transfer, or other electronic payment options.
Yes, vendors receive regular notifications or statements outlining their sales activities and earnings, including any deductions for commissions or fees.
In the event of a refund or product return, the corresponding amount will be deducted from the vendor's earnings in accordance with Astra Hub's refund policy. Vendors will be notified of any such deductions.
Astra Hub may have a minimum payout threshold in place, depending on the payment method chosen by the vendor. Vendors will receive payments once their earnings exceed this threshold.
Vendors can easily track their payment transactions and earnings through their vendor dashboard on Astra Hub. Detailed reports and summaries are provided for transparency and record-keeping purposes.
Refund Processing Policy
Refunds on Astra Hub are handled based on the timing of the refund request and the status of payment clearance.
If a refund request is initiated by a buyer within 3 to 5 days before payment clearance, Astra Hub will process the refund directly. The refunded amount will be deducted from the pending payment to the vendor, and the buyer will receive the refund within the specified timeframe.
If a refund request is initiated by a buyer after payment clearance (i.e., beyond 5 days), it becomes the vendor's responsibility to arrange the refund directly to the buyer. Once the payment has been cleared and disbursed to the vendor, Astra Hub will not be involved in processing refunds.
Refunds processed by Astra Hub within the 3 to 5-day window before payment clearance are typically completed within a reasonable timeframe. However, actual processing times may vary depending on factors such as payment processing methods and banking procedures.
Vendors have the option to appeal or dispute refund deductions by providing relevant evidence or documentation to support their case. Our customer support team will review the appeal and respond accordingly.
Astra Hub maintains transparency in the refund process by promptly notifying vendors of any deductions from their pending payments and providing clear explanations for the deductions. Vendors can access detailed transaction reports through their vendor dashboard for transparency and record-keeping purposes.

These FAQ entries provide clarity on how refunds are processed on Astra Hub's platform based on the timing of the refund request and payment clearance, ensuring transparency and accountability for vendors and buyers alike.

Vendor Refund Policy
Vendors receive payments for sales made through Astra Hub via their preferred payment method Bank transfer, on a regular schedule, such as 3-5 working days & weekly.
Yes, Astra Hub deducts a predetermined commission percentage from the total sale amount before transferring the remaining balance to the vendor's account.
Vendors who fail to issue refunds to buyers as required may face severe penalties, including account suspension, termination of partnership with Astra Hub, and financial penalties.
Astra Hub actively monitors vendor compliance with refund policies and takes swift action against any violations. This includes conducting investigations into reported incidents, imposing penalties, and notifying affected parties accordingly.
Vendors have the right to appeal or dispute penalties imposed for failure to issue refunds. However, such appeals will be thoroughly reviewed by Astra Hub's compliance team, and decisions will be made based on the merits of each case.
Astra Hub employs proactive measures, such as regular audits, seller education programs, and ongoing communication, to ensure vendors understand and adhere to refund policies. Additionally, transparent reporting and monitoring systems are in place to detect and address any instances of non-compliance promptly.
Buyers can report vendors who fail to issue refunds by contacting Astra Hub's customer support team and providing relevant details and evidence of the non-compliance. All reports will be thoroughly investigated, and appropriate actions will be taken as per Astra Hub's policies.
Vendors are encouraged to familiarize themselves with Astra Hub's refund policies, promptly address refund requests from buyers, maintain transparent communication, and prioritize customer satisfaction to avoid penalties related to refund non-compliance.

Through these FAQ entries, Astra Hub communicates its commitment to enforcing strict refund policies and ensuring accountability among vendors, thereby fostering trust and confidence among buyers in the marketplace ecosystem.