Refund policy
Refunds/Cancellations
Only certain items can be refunded/cancelled. Please reach out to info@sterlingstar.us for inquiries.
Return Window
We accept returns up to 14 days after delivery, which means you have 14 days after receiving your item to request a return. If the item is unused and in its original condition, and we will refund the full order minus the shipping costs for the return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
How to Start a Return
To start a return, you can contact us at info@sterlingstar.us
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. And will be sent back.
You can always contact us for any return question at info@sterlingstar.us
14 Day Return Window
The return window after acceptance is 14 days from the return label being sent. There must be a postage update in the 14 day window. If not, after 14 days you will receive an email stating that you may no longer return the item. There will be a 30% restocking fee if returned after the 14 days is surpassed.
Right to Refuse a Refund
If the item returned is damaged due to use NOT for the reason of return, I as SterlingStar, have the right, to refuse a refund. And if a false item is returned, I will also not refund the order. This is to reduce return fraud.
Invalid Address/ Return to Sender
If your item is returned to the sender due to an invalid address. You are responsible for responding with the correct address and the costs to reship the package. An email will be sent out once I physically receive the return. If you do not respond within 1 week of the return, the item will be refunded without the shipping fees.
Cancellations/Refunds
If the order is cancelled due to change of mind or accidentally. Credit card fees will not be refunded. (2.9% + $0.30) And shipping fees may apply if the item has been shipped out. This is due to these items being expensed.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at info@sterlingstar.us