This returns policy will only be applicable to products (hereafter “products”, “merchandise”, “goods”, “item”) purchased through the www.starliteshop.com web site belonging to and managed by Starlite Online S.L.
Return of an unwanted product
As described in the Terms of Sale, you have up until 14 calendar days counted from the day following delivery of your product to cancel your contract and return the goods purchased using our Online Returns Centre, unless the specific conditions of the offer establish that the product cannot be returned. It is important that you return the merchandise as soon as possible after cancelling your purchase order. The merchandise must be received by us within a maximum of 30 days from delivery for your cancellation to be valid. Bear in mind that the quicker you return the products, the quicker we can process your refund.
Once the products have been returned to us, we will inspect them and then your refund, if appropriate, will be processed within the 30 days after we received it and inspected the merchandise. Bear in mind that unwanted products must be unused, conserving the original packaging and they must be in the same condition as when they were purchased. However, Starlite Shop will accept the deterioration of a product providing that this is a consequence of normal opening of the packaging to have access to the product and to make a final decision on purchasing it.
If after the inspection, the merchandise is found to be damaged, Starlite Shop will not be able to process your refund and we will contact you by email to inform you of the situation.
Defective or non-compliant products
If you need to return your order because it was defective when you received it or it did not correspond with the description given in the offer, you are entitled to return the product by entering your orders section in My account within 14 days. If a product turns out to be defective after the return deadline, you cannot return it by entering your orders section in my account.
We recommend you contact our Customer Service Department as soon as you become aware of any problem with a recently purchased product. This is why we urge you to carefully inspect each product as soon as you receive it.
Bear in mind that if you return products that are defective or apparently not matching the offer under which they were purchased, once returned to Starlite Shop, the products will be inspected in our warehouse. If we observe any defect or fault or it is established that the product does not match your order, we will be delighted to give you a full refund of the amount, in accordance with applicable law. Any products that have been mishandled, altered or changed might not be included under this policy and therefore may not be accepted when returned. If this should be the case with your order we will contact you by email to inform you.
What are the shipping rates for returns?
Starlite Shop products are shipped free in any cases in which the product does not match your purchase and if you receive the product in bad condition.
For all other cases, the delivery charges are 5.99 € (including VAT where appropriate); you need not pay anything in advance, we will simply deduct that amount from the refund for the item that you are returning.
|Amount of the product||Delivery charges in Spain||Delivery charges other countries|
|Wrong products or in bad condition||Free||Free|
|All other cases||5.99 € (VAT included where appropriate).||5.99 € (VAT included where appropriate).|
How can I return my order?
If you want to return a product, visit your order area in my account. Once there, select the order and the item you wish to return and we will send you a delivery note and a return label so that you can leave the package at the post office that suits you best. You will not have to pay anything and we will deduct € 5.5 from the payment corresponding to the product returned for this concept of return.
Additionally, if you prefer, we provide you with a standardized form for exercising your right of withdrawal or refund: Withdrawal Form.
You can fill in this model form and send it online to the email address firstname.lastname@example.org.