Refund, Resend, and Returns Policy

 More than anything we want you to be happy with your purchase! If something doesn’t look or feel right, please email us at CONTACT@starluxy.COM and we’ll make it right!
 
Please be reminded that our policy lasts 30 days for replacement/refund request only. If 30 days have gone by since your purchase, unfortunately, we can’t offer you a replacement or refund. Also please be informed that placing an order means that you accept all the terms.
Please review the following policies carefully.

ALL DISPUTES SHALL BE OPENED ON SHINY.STAR . OTHERWISE, SHINY.STAR WILL BLOCK YOU PERMANENTLY.

ShinyStar offers a quicker dispute solution and will appreciate it a lot if you provide:
a. Photos or videos of the damaged item to prove damage. If the photo cannot prove the products are damaged, please upload the video.
b. Screenshot of the e-mail or dispute received including name, date, and content. In other words, a customer has sent the complaint (Through PayPal Dispute or other Gateway, e-mail, etc.).
c. The products need to be returned to ShinyStar if our Dispute Team asks for a return on the AS Service Center.
Except for the important interpretation, ShinyStar will make a Refund, Resend, or Accept the Return for any of the following cases:


1. Orders Delayed.

Orders are lacking tracking information, in transit, pending, expired after 60 days counting from the date that order departed from ShinyStar warehouse in China. Sometimes, the order had arrived at the nearest post office to the buyer and make it pending because of insufficient address, package unclaimed, no such number, etc. It will be much more convenient for clients to contact the local post office or go to the post office for delivery.


2. Orders not Received.

ShinyStar will not deal with the refund or resend if the tracking information shows the order is delivered.
a. If You do not receive the package, a non-delivery certification issued by the local post office with an official seal is necessary.
b. Tracking Information Alert. The tracking information shows Alert, the reasons are listed as below:
- Incorrect/insufficient Address.
- No Such Number.
- Unknown recipient.
- Refused.
- Do not pick up in time.
- No safe delivery location.
- Uncleared customs.
- Others.

Notes:
a. The local distributor will deliver 1-3 times according to the actual situation. If it is still unclaimed during the delivery period, it will be returned to the local post office for storage in 3-7 days. Meanwhile, You will need to pick up the package by yourself. Otherwise, the product will be returned to us, ShinyStar takes no responsibility if products have been lost.
c. ShinyStar cannot offer a refund or resend if you don’t process the undelivered order or package destroyed by logistics companies.


3. Products Damaged.

ShinyStar offers a full refund or a replacement if packages arrived are badly damaged. ShinyStar offers a partial refund or a replacement if packages arrived are partially damaged (except thread, slightly wrinkled, small scratches, etc.).
You need to make the damage report with the delivery driver as the delivery company reserves the right to deny any claims that are not made on the spot.
We will do our best to arrange to send replacement items, but if the claim is not reported to us on time, our options will be very limited.
Depending on where you live and the postal service used, the time it may take to process the claim may vary.

Notes:
a. For damaged packing boxes, ShinyStar cannot offer any refunds or other after-sale services due to the long-distant international delivery.
b. For ordinary products, You shall complain or open a dispute with you within 3 days after packages are delivered.
c. For electronic products, You shall complain or open a dispute with us within 7 days after packages are delivered.


4. Incorrect or Missing Products.

ShinyStar has a strict quality control process before products are dispatched. ShinyStar will deal with incorrect or missing products as follows:
a. For incorrect products, ShinyStar offers a full refund or replacement.
b. For products with the wrong color, size which doesn't affect product function, etc., ShinyStar offers a refund or resend if you provide the screenshot
" complaint which including name, content, and date".
c. For parts missing which doesn’t affect product function, ShinyStar may refund partially or resend the missing part; for parts missing which affect product function, ShinyStar will resend the product only.
Notes:
For the size problem, ShinyStar will appreciate it a lot if you can measure the product according to the correct measurement method and provide us a photo of the measurement. Then, our dispute team will deal with your disputes quickly.


5. Orders Cancellation.

For order cancellation, ShinyStar offers a full refund before products have been processed by warehouses. But things may be different if, After payment, POD orders cannot be canceled as it is customized.


6. Deadline of Opening Dispute.

You cannot open a dispute after 30 days.
Notes:
a. For bulk purchase orders, the close date usually is around 30 days.
b. Dispute will be closed automatically if the order has been closed and you have not responded for seven consecutive days.
2. Force Majeure.
ShinyStar takes no responsibility for any product damaged or shipping delay caused by the act of God, including but not limited to: epidemic situation, international situation, strike, war, earthquake, flood, virus, storm, heavy snow, customs inspection. However, ShinyStar will notify you by Skype, Email, Line, WhatsApp, etc.


7. Refund, Resend and Returns Method.

Products can be returned to ShinyStar China warehouses only. But we do not suggest returning products to our warehouses, because the international shipping cost is high and it takes at least 3 months to arrive at ShinyStar China Warehouse. Most of them will be lost during the return. Also, most of the returned products will be damaged on the way.
If you indeed want to return the products, please follow these steps
To file a claim, please send us an email to CONTACT@starluxy.COM and include the following information (this is a must):
Order number
Full delivery address
Contact telephone number
Our support team will review the photos/videos you send of the defective item and, if your item is eligible, we will resend the product to you for no additional cost. In the rare case that sending a replacement product is not practical, we will reimburse you the full cost of the eligible product (including shipping costs).

8. Late or missing refunds (if applicable)

If you haven't received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next, contact your bank. There is often some processing time before a refund is posted. If you've done all of this and you still have not received your refund yet, please contact us at CONTACT@starluxy.COM
Sale items (if applicable) Only regular-priced items may be refunded, but unfortunately, sale items cannot be refunded.


9. Unacceptable Disputes.

ShinyStar shall not accept any unreasonable disputes, including but not limited to:
a. Does not like it.
c. Products smell unusual.
d. Ordered the wrong item.
e. The shipping address was provided incorrectly.
f. Product difference was negotiated in advance.
g. Tracking information deleted by logistics companies or local post offices.
We DO NOT offer refunds or exchanges on any products purchased during a sale or any promotion.
ShinyStar always try to offer the best service. If you have any other questions, please feel free to contact us at CONTACT@starluxy.COM .