Refund policy

 

Thank you for shopping at stellargear.shop. We want every customer to have a positive shopping experience. If you are not completely satisfied with your purchase, we are here to help and provide support in accordance with our return and refund policy.

Please read the following policy carefully before requesting a return or refund.

1. Return Eligibility

Customers may request a return within 30 days after receiving their order.

To be eligible for a return, the following conditions must be met:

• The item must be unused and in its original condition.

• The product must include all original packaging, tags, accessories, and documentation where applicable.

• The item must not show signs of damage, alteration, washing, or use.

• Proof of purchase or order information must be provided.

Products returned without prior approval may not be accepted.

2. Return Request Process

To start a return request, please contact our customer service team at:

Email: info@stellargear.shop

Please include the following information:

• Order number.

• Customer name.

• Product details.

• Reason for return.

• Supporting photos or information if the item is damaged, defective, or incorrect.

Our customer service team will review your request and provide further instructions regarding the return process.

Please do not send items back before receiving return authorization from stellargear.shop.

3. Return Shipping Costs

For approved returns caused by customer preference, such as incorrect size selection, change of mind, or ordering the wrong product, the customer is responsible for return shipping costs.

If the return is caused by an error on our part, including:

• Wrong item received.

• Damaged product received.

• Defective product received.

• Incorrect shipment.

stellargear.shop will review the situation and provide an appropriate solution, which may include a replacement, refund, or other resolution.

4. Refund Policy

Once we receive and inspect the returned item, we will notify you regarding the approval or rejection of your refund.

If your refund is approved:

• The refund will be processed to the original payment method.

• Processing times may vary depending on your payment provider or financial institution.

• Customers should allow additional time for banks or payment services to complete the transaction.

Refunds generally do not include original shipping costs unless the return is due to an error made by stellargear.shop.

5. Damaged or Defective Items

If your order arrives damaged, defective, or incorrect, please contact us within 7 days of delivery.

Please provide:

• Your order number.

• A description of the issue.

• Clear photos or videos showing the problem.

After reviewing the information provided, we will determine the best solution, which may include:

• Replacement of the item.

• Partial refund.

• Full refund.

• Other appropriate assistance.

6. Order Cancellation

Customers may request order cancellation shortly after placing an order.

If the cancellation request is received before the order has been processed or shipped, we will make reasonable efforts to cancel the order and issue a refund.

Once an order has been processed, shipped, or entered the delivery process, cancellation may no longer be possible. In such cases, customers may request a return after receiving the item according to this policy.

7. Non-Returnable Items

Certain products may not be eligible for return due to hygiene, safety, customization, or other applicable reasons.

These may include:

• Products that have been used or damaged by the customer.

• Customized or personalized products.

• Items returned without original packaging.

• Items that do not meet return conditions.

If you have questions about whether a product is eligible for return, please contact us before purchasing.

8. Exchange Policy

At this time, we do not guarantee direct exchanges for all products.

If you need a different item, size, or replacement, please contact our customer service team at:

Email: info@stellargear.shop

Our team will assist you with available options.

9. Consumer Rights

Customers located in Germany and the European Union may have statutory consumer rights, including applicable withdrawal rights under European consumer protection laws.

This return and refund policy does not limit any legal rights that customers may have under applicable laws.

10. Contact Us

If you have any questions regarding returns, refunds, or your order, please contact us:

Company Name: stellargear.shop

Email: info@stellargear.shop

Our customer service team is committed to providing timely assistance and ensuring a smooth shopping experience.

Thank you for choosing stellargear.shop.