Return & Refund

Return and Refund Declaration

Every order from Star96.ca has a 14-day return or refund guarantee. This entitles you to claim a refund or replacement within 14-days of receiving your items. To make a claim, please follow one of the options below.

Situations When We Refund

1. Product issues
We are focusing on providing high-quality items for you. However, if you received the goods does not match what you order or the products have some quality issues. We will process a refund request within THREE business days.

2. Item out of stock
If you purchase goods and we are unable to ship them out due to a stock shortage, we will contact you by E-mail. We will offer you the choice to either refund or wait for stock.

Return Process

Please include the following information in the return package:
① Order number and product SKU of the item(s) you want to return.
② Shipping label (outside the package).
③ Reasons for return.
Please E-mail and show the item of the problem to us, for example, show the photos of item(s)quality-related issue or wrong size to us by E-mail.
We will refund you after we have received your package and inspected it.

Shipping Fee

You will pay all shipping fees.
If you want to return an item with no quality issues, you are responsible for all shipping fees. This includes both the shipping cost we paid and also the shipping fee you pay to return the item back to us. The refund will be processed once we have received the item.

Other Situations
If you have a unique situation that is not covered in the policy above, please contact us

Policy conditions and requirements

1. Product quality issues
Steps：Email our Customer Service → Upload your product picture/video and describe the problem → Customer Service confirms → Choose your solution
Claim period: Within 14 days from the date you received the item.
Customer Service response time: Within 24 hours
Solution: 72 hours after the issue is confirmed, Customer Service will send a replacement or issue a full refund.

2. Unsatisfactory products
Steps: Email our Customer Service → Explain the reason → Customer Service confirms → Ship your product back → Customer Service confirms item returned → Refund
Claim period: Within 14 days from the date you received the item.
Customer Service response time: Within 2 to 3 weeks after receiving your products.
Solution: After we receive and inspect the item, Customer Service will issue you a refund.
Notice: You shall bear all shipping costs, including the initial shipping cost to send you the item.

3.Wrong item
Steps：Email our Customer Service → Upload your product picture/video and describe the problem → Customer Service confirms → Choose your solution
Claim period: Within 14 days from the date you received the item.
Customer Service response time: Within 24 hours
Solution: 72 hours after the issue is confirmed, Customer Service will send you the correct item or issue a full refund.

4. Size problem
Steps：Email our Customer Service → Upload your product picture/video and describe the problem → Customer Service confirms → Choose your solution plan
Claim period: Within 14 days from the date you received the item.
Customer Service response time: within 24 hours

Solution plan:
Plan A: The size does not match what you ordered. You will receive a full refund or can choose to receive the product with the right size for free.
Plan B ：The size matches what you ordered, but it does not fit. The size of each item may have an inaccuracy of about 2cm/1 inch due to hand measurements.
- If the size difference is less than 2cm/1 inch, you can contact us and apply for a return. You are responsible for all shipping costs incurred.
- If the size is more than 2cm/1 inch different, we will cover all shipping costs.

5. Color problem
The precise color of each item may vary depending on your computer screen settings, the background, and the lighting conditions. Slight mismatches between the color of your item, and the color shown on your computer screen may not mean that the item is the wrong color.
However, if you feel that you have received an item that is the wrong color, you can follow the same procedure described in section 3.

Policy Exclusions
Goods are not covered by our 14-day return or refund policy if:
A. The product serial number and product was not distributed by Star96.ca;
B. Goods have been worn and damaged, stretched or contaminated.
C. Goods were damaged or worn out by improper use.
D. Goods are returned without included accessories.
E. Goods are stored or exposed to extreme environments;
F. Unauthorized repair, misuse, negligence, abuse, accident, alteration or improper installation;
G. Partial goods of a complete sets are be returned;
H. The claim is made more than 14 days after you received the goods.