Refund policy
Returns & Refunds Policy
At STAR ISLAND, we want every order to arrive safely and as described. We take care in preparing and packaging our products, and we are here to help if something goes wrong.
1. Damaged, Defective or Incorrect Items
If your item arrives broken, defective, or different from what you ordered, please contact us as soon as possible, preferably within 48 hours of delivery.
Please provide your order number, a description of the issue, and clear photographs of the item and packaging where possible.
We recommend keeping the original packaging and recording an unboxing video. An unboxing video is helpful but is not required to request assistance.
Contacting us after 48 hours does not automatically remove any rights you may have under applicable law.
2. Replacements and Refunds
For confirmed damage during shipping, product defects, or incorrect items, our preferred solution is to arrange a replacement at no additional cost.
If a replacement is unavailable or unsuitable, we will discuss an appropriate alternative, including a refund where required by applicable law.
Where a return is necessary because of our error or a confirmed product issue, we will provide return instructions and cover reasonable required return shipping costs.
For approved refunds, we will process payment back to the original payment method where possible. The time required for the funds to appear may depend on your payment provider.
Our preferred replacement process does not limit any right to choose another remedy where applicable law provides that right.
3. Change-of-Mind Returns
Except where required by applicable law, we do not currently offer a general, no-questions-asked return program for change-of-mind purchases.
Requests involving personal preference, a change of plans, or other non-defect reasons are reviewed individually.
Please contact us before returning an item. We will explain any available options, applicable conditions, and potential return shipping costs.
Nothing in this section limits any mandatory cancellation, return, or refund rights under applicable consumer protection laws.
4. European Union Customers
Where European Union consumer protection laws apply, eligible consumers generally have the right to withdraw from a distance purchase within 14 days after receiving the goods, without giving a reason, subject to applicable legal exceptions.
To exercise this right, you must notify us of your decision to withdraw before the withdrawal period expires. You may email support@starisland.shop with your order number and a clear statement of your decision.
After notifying us, you generally have a further 14 days to return the goods, unless otherwise required by applicable law.
For a valid withdrawal, we will reimburse eligible payments, including standard outbound delivery charges where required by law, within the legally required period. We may withhold reimbursement until we receive the returned goods or you provide evidence of having sent them back, where permitted by law.
For change-of-mind withdrawals, customers may be responsible for direct return shipping costs where this responsibility has been properly disclosed before purchase and is permitted by law.
You may be responsible for diminished value resulting from handling beyond what is necessary to establish the nature, characteristics, and functioning of the goods, as permitted by law.
This section does not limit your rights regarding defective or non-conforming goods.
5. Australian Customers
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.
If a product has a major failure, you may be entitled to choose a refund or replacement, along with compensation for other reasonably foreseeable loss or damage where applicable.
If a product fails to meet an applicable consumer guarantee but the failure is not major, you may be entitled to have the problem remedied within a reasonable time.
Nothing in this policy excludes, restricts, or modifies your rights under the Australian Consumer Law.
6. Accidental Damage After Delivery
Damage caused by accidental dropping, impact, misuse, or improper handling after delivery is generally not covered by our shipping damage or manufacturing defect replacement process.
This does not affect any statutory consumer rights.
7. How to Request a Return or Refund
- Email support@starisland.shop with your order number.
- Explain your request and provide relevant photographs where appropriate.
- Our support team will provide the applicable instructions and return address if a return is necessary.
Please contact us before sending an item back so that we can provide the correct return instructions.
This process does not prevent you from exercising any statutory right to cancel or withdraw from a purchase.
8. Your Consumer Rights
Nothing in this policy excludes, restricts, or limits any consumer rights or remedies that cannot legally be excluded or limited.
Where applicable consumer protection law provides greater rights than this policy, those legal rights will prevail.
9. Contact Us
STAR ISLAND
Operated by Hong Kong Xiangchuang International Co., Ltd.
Email: support@starisland.shop
Website: https://starisland.shop
A LITTLE SOMETHING FOR YOU