Refund policy

OVERVIEW

At StarChance, we want you to be satisfied with your purchase. This Return & Refund Policy explains how returns, exchanges, and refunds work when you purchase products through our Services.

This policy applies in addition to, and does not limit, any mandatory consumer rights you may have under applicable law.

By placing an order with us, you agree to the terms set out below.

RETURNS

30-Day Return Policy

We offer a 30-day return policy, which means you have 30 days after receiving your item to request a return.

Eligibility for Returns

To be eligible for a return, your item must:

  • Be unused, unworn, and in the same condition as received

  • Be returned in its original packaging, with tags and accessories (if applicable)

  • Include the receipt or proof of purchase

Items sent back to us without first requesting a return may not be accepted.

HOW TO REQUEST A RETURN

To initiate a return, please contact us at:

📧 grupo@star-chance.com

Include:

  • Your order number

  • The item(s) you wish to return

  • The reason for the return

If your return is approved, we will send you instructions on how and where to send your package. Where applicable, we will also provide a return shipping label.

RETURN SHIPPING

  • If the return is due to a defective, damaged, or incorrect item, return shipping will be covered by us.

  • For all other returns, the customer is responsible for return shipping costs, unless otherwise required by law.

  • Original shipping fees are non-refundable, except where required by law.

  • We recommend using a trackable shipping method, as we are not responsible for items lost or damaged during return transit.

DAMAGES, DEFECTS & INCORRECT ITEMS

Please inspect your order upon delivery.

If your item is defective, damaged, or incorrect, contact us within 48 hours of delivery at grupo@star-chance.com, including clear photos and a description of the issue.

This does not affect your statutory rights where longer notification periods apply.

Where applicable, we will offer:

  • A replacement

  • An exchange

  • A refund

at no additional cost to you, in accordance with applicable law.

EXCEPTIONS / NON-RETURNABLE ITEMS

Certain items cannot be returned, including:

  • Items marked as final sale

  • Gift cards

  • Personalized or custom-made products

  • Sealed goods that are not suitable for return for health or hygiene reasons once unsealed

  • Hazardous materials, flammable liquids, or gases

These exclusions apply except where prohibited by applicable consumer law. If you have questions about a specific item, please contact us before purchasing.

EXCHANGES

We offer exchanges where applicable, subject to product availability.

To request an exchange, please contact us at 📧 grupo@star-chance.com within 30 days of receiving your order, including your order number and the item you wish to exchange.

Exchange Conditions

  • Items must meet the same eligibility requirements as returns (Items must be returned in a condition that allows resale, except where handling was necessary to inspect the product, in original packaging, with tags and proof of purchase).

  • Exchanges are subject to stock availability.

  • If the requested exchange item is unavailable, we may offer:

    • A refund to the original payment method, or

    • Store credit, where permitted by applicable law (optional)

Shipping Costs for Exchanges

  • If the exchange is due to a defective, damaged, or incorrect item, we will cover all applicable shipping costs.

  • For exchanges requested for other reasons (such as size, color, or preference), the customer is responsible for any return and reshipping costs, unless otherwise required by law.

Processing Time

Once the original item is received and inspected, approved exchanges will be processed as quickly as possible. Delivery times may vary depending on item availability and shipping location.

EUROPEAN UNION – RIGHT OF WITHDRAWAL

If you are a consumer residing in the European Union, you have the legal right to withdraw from your purchase within 14 days of receiving the goods, without providing a reason, subject to legal exceptions.

To exercise this right, you must notify us at grupo@star-chance.com within the withdrawal period. Returned items must be sent back without undue delay and no later than 14 days after notification.

This right does not apply to:

  • Personalized or custom-made items

  • Sealed goods not suitable for return for health or hygiene reasons once unsealed

REFUNDS

Once your return is received and inspected, we will notify you whether your refund is approved or rejected.

If approved:

  • Refunds will be issued to the original payment method

  • Please allow 5–10 business days for the refund to appear, depending on your payment provider

If more than 15 business days have passed since your refund was approved, please contact us at grupo@star-chance.com.

We reserve the right to refuse refunds for items that show signs of use, damage, or do not meet the return conditions outlined above.

LATE OR MISSING REFUNDS

If you haven’t received your refund yet:

  1. Check your bank account again

  2. Contact your credit card company or payment provider

  3. Contact your bank

If you’ve done all of the above and still haven’t received your refund, please contact us.

CHANGES TO THIS POLICY

We reserve the right to update or modify this Return & Refund Policy at any time. Changes will be effective upon posting to our website, in accordance with applicable law.

CONTACT INFORMATION

If you have any questions about returns or refunds, please contact us at:

StarChance
📧 grupo@star-chance.com