What is your returns, repairs & refunds policy?
We want you to be happy with your purchase. If you’re not, we’re here to help.
This policy outlines your rights and our process for returns, repairs, and refunds, in line with UK consumer law and our
Star Labs Limited Warranty.
1. Returns Window
You have 14 days from the date your order is delivered to request a return for any reason. After this period, we’re
unable to offer a refund or exchange unless your item is faulty.
2. Eligibility for Return
To be eligible for a return:
- The item must be in the same condition you received it, and returned in its original packaging with all included
accessories.
- You must provide a receipt or proof of purchase.
- We reserve the right to refuse a return if the item shows signs of wear, use, or damage not caused by us.
3. Non-Returnable Items
Certain items cannot be returned for safety or practical reasons:
- Gift cards
- Downloadable software products
- Batteries
4. Change of Mind (Within 14 Days)
If you change your mind within 14 days:
- You can return your item for a full refund, provided it meets the eligibility conditions above.
- You are responsible for the return shipping cost unless the item is faulty or incorrect.
- For international orders, import charges (duties and taxes) are non-refundable, as they are paid directly to your
local customs authority. If your order was shipped Delivered Duty Paid (DDP), we have already paid these charges to
customs on your behalf. Unfortunately, these payments cannot be recovered from customs and therefore cannot be
refunded.
- Refunds include the product price and standard outbound shipping (if charged), but exclude express upgrades.
5. Faulty or Incorrect Items (Within 30 Days)
If your item arrives damaged, defective, or incorrect, please notify us within 48 hours of delivery by emailing
[email protected] with your order number and a brief description of the issue.
This helps us raise it quickly with our courier and resolve it for you.
Once reported, we will arrange a replacement or full refund, and Star Labs will cover all shipping costs for the return
and replacement.
If a fault develops within the first 30 days of delivery, please contact us as soon as possible.
In this case, we will also cover all shipping costs and either repair, replace, or refund the product in accordance with
your statutory rights.
All returned items will be inspected by our technical team.
If the inspection confirms that the fault or damage was caused by a manufacturing defect, the above terms will apply in
full.
If the item is found to have been damaged, modified, or misused after delivery, these terms will not apply. In such
cases:
- We will share a summary of our inspection findings;
- Where possible, we can offer to repair the item at your cost;
- We will provide a quotation for parts and labour and obtain your written agreement before any work begins; and
- If you choose not to proceed, the item will be returned to you at your expense.
6. Repairs or Replacements (After 30 Days)
After 30 days, your product is covered under the Star Labs Limited Warranty.
- We will repair or replace the item at our discretion.
- If a repair or replacement cannot be completed within a reasonable time, a refund or partial refund may be offered
in accordance with the Consumer Rights Act 2015.
- You are responsible for shipping the product to Star Labs for inspection or repair.
Star Labs will cover return shipping once the repair or replacement has been completed.
7. Partial Refunds
Partial refunds may be granted if:
- The item is not returned in its original condition.
- Parts or accessories are missing (not due to our error).
- The return is received more than 14 days after delivery.
8. How to Return an Item
To return an item, please create a return request using your Star Labs account here. Once submitted, we’ll be in touch
to confirm the next steps.
You can then choose to either:
1. Receive a return label from us (Royal Mail for UK customers and FedEx for international customers) - the cost will
be deducted from your refund, or
2. Arrange your own courier and send the item back to our return address:
Star Labs
Barn 2, Lydling Barns
Shackelford
Surrey
GU8 6AP
United Kingdom
If you have any questions, just contact us at [email protected] and we’ll be happy to help.
9. Shipping Costs
Within 14 days (change-of-mind): We refund the product price + standard outbound shipping.
Within 30 days (faulty/incorrect): Star Labs covers all shipping costs.
After 30 days (warranty repairs): Customer pays return shipping to us; Star Labs covers shipping back.
Express delivery upgrades are non-refundable.
Return shipping for change-of-mind returns is customer-paid.
10. Import Charges (Duties and Taxes)
For international orders shipped Delivered Duty Paid (DDP), import charges are collected at checkout to cover the
duties, taxes and handling fees incurred when importing your order.
These are calculated on the declared customs value (our cost price) because Star Labs acts as the importer of record.
The actual amount paid to customs may differ from the total import charge collected, as this fee also covers clearance
and administrative costs.
Because these amounts are remitted to customs and courier partners, they are non-refundable, and we cannot recover them
once the goods have cleared import.
You will still receive a full refund of the retail price you paid to Star Labs.
Some customers have successfully reclaimed duties or import VAT directly through their courier, but this is not
something we can advise on or process.
11. Refunds
Once your return is received and inspected, we’ll confirm by email whether your refund has been approved.
Approved refunds are processed to your original payment method within a few business days.
For purchases made using cryptocurrency, refunds are issued in USDC, equivalent to the USD value at the time of
purchase.
12. Late or Missing Refunds
If you haven’t received your refund:
1. Check with your bank or card provider (processing times vary).
2. If still missing, contact [email protected].
13. Exchanges
We only replace items that are defective or damaged.
Email [[email protected]] before returning if you need an exchange for the same model.
14. Gifts
If the item was marked as a gift and sent directly to you, you’ll receive a gift credit for the return value.
Otherwise, refunds go to the original purchaser.
