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Refund and Returns Policy

1. In case you wish to cancel an order, simply contact StarBuy customer service on customer-service@starbuy.com.au . If the items have not been shipped, we will cancel the order and refund the full value with the exception of orders received where the payment is made with Afterpay (Buy Now Pay Later). Charges paid to Afterpay will not be refunded as Afterpay does not refund those charges back to StarBuy. The refund will be in the same form as the payment. Any orders that are subject to custom making, any modifications, alterations or have been resized at the customer’s request, cannot be cancelled before shipping or refunded after purchase. 

2. You can return products (except for those marked as exceptions) for a full refund if you return the item(s) to us within 45 days of placing the order. The shipping charge will not be subject to refund. 

3. Before returning anything, the customer should contact StarBuy (via email customer-service@starbuy.com.au) and quote the invoice number and the reason for the return before receiving a Return Authorisation Number (RAN) via e mail from StarBuy. The RAN must be quoted on the Star Jewels invoice sent along with the return. Any returns without an RAN will result in a delay in processing. 

4. Returned products must be in their original packaging, with instructions and all parts included including the original tags on the product, in a fully re-saleable condition without showing any signs of use for any amount of time. Items must not have been used or assembled or worn in any way. StarBuy reserves the right to refuse a refund on any item not deemed to be re-saleable or if any of the above terms have been breached. 

5. The parcel and its contents are the customer’s responsibility until they are received at our warehouse. We strongly recommend that customers use a registered postal service and retain proof of postage. StarBuy is not responsible for returned goods being lost or damaged in transit. Please ensure the product is well packaged (as per the original shipment from us) to avoid any damage during transport back to our warehouse, so that the product arrives at our warehouse in a re-saleable condition. All returns are at the customers risk and responsibility. All expenses relating to a return are the customer’s responsibility. 

6. For accepted returns, a refund will be processed within 5 working days to the original tender type used while paying for the order that is subject to the refund. 

7. For orders paid for by using Afterpay (Buy Now Pay Later) facility, the refund will be subject to charges paid by StarBuy to Afterpay. Afterpay do not refund the charges in case of a cancelled order back to StarBuy. In cases of change of mind cancellations, charges paid by StarBuy to Afterpay will not be refunded back to the customer. The only exception to this rule will be made in respect of delivery of a defective or incorrect item.

8. If the item was faulty or damaged on arrival, please contact our Customer Care team within 48 hours of receipt and we will get back to you with the correct course of action. The same applies in case an incorrect item is received. 

9. For return of faulty item(s), we will do our best to contact the supplier and order you a replacement. Replacement items can only be provided subject to availability. If this is not possible, we will refund the cost of the purchase including shipping charges. 

10. Periodically, we will feature items that cannot be returned for a refund/exchange, unless faulty. These items will be marked as such in the description. All personalised items and items made to or ordered to measure cannot be returned for a refund/exchange. 

11. The address for returns is: StarBuy, Suite 802, 109 Pitt Street, Sydney, NSW, 2000, Australia.