Refund policy

Returns and refunds
We accept returns and size exchanges within 30 days of delivery.

Hassle-Free Returns: We want you to love what you ordered! If you’re not completely satisfied with your purchase, you can return or exchange sizes within 30 days of delivery.

Return Policy Details:

• 30-Day Window: You have 30 days from the day you receive your item to send it back to us for a return or exchange. No refunds will be provided after 30-days.
• Condition for Return: To ensure a smooth return process, please make sure the item is unused, in the same condition you received it, and returned in its original packaging.

Size Exchanges: If you need a different size, you have two options:

• Place a New Order: For the fastest service, place a new order for the size you need and return the original item.
• Exchange Request: Alternatively, you can return the item with a note specifying the new size you require.
• Delivery Time for Exchanges: Please allow the same amount of time for the delivery of the new size as the original order.

Order Cancellations:

• No Cancellations: Once your order is placed, it cannot be cancelled. However, you can return the item after you receive it for a refund.
• Refund Process: We will issue a refund once we receive the returned item. Please note that no refunds are issued before the item is returned.

We aim to make your return process as easy as possible. If you have any questions, please don’t hesitate to reach out to our customer service team. We’re here to help!

Several types of goods are exempt from being returned. Custom items with personalized text, name or photos as well as intimate items such as underwear cannot be returned. 

Additional non-returnable items:
- Gift cards
- Customized and personalized items
- Downloadable software products
- Some health and personal care items
- Custom items

To complete your return, just add your contact details to the return package so we can connect it to your original order.

Replacement for Defective or Damaged Items: If you receive a defective or damaged item, we're here to help! Send us a video or various photos of the item to service@starcovedesign.com so we can investigate what happened. Please note that any issues with the product's condition need to be reported immediately upon receipt, with photographic evidence of the item as it arrived in its original packaging. Once we have identified the cause or issue we will make a proposal for either a free replacement or an alternative solution.  

There are certain situations where only partial refunds are granted (if applicable)
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error.

Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item and refunded your purchase. 
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at service@starcovedesign.com.

Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

Cancellations
We do not allow cancellations but if you have an issue up to 12h after placing an order just contact us for assistance. The reason we do not allow cancellations is because we start the handmade process and purchase the materials and shipment once the order is processed. In addition, we immediately assign the workspace and staff. This is fully organized for optimal quality and to get the orders finished asap. Once you receive the item, you can determine if you want to keep it or if you want to send it back to me. 

Return Shipping address
To return your product, you should mail your product to: 
Starcove, 11 SUNSHINE AVE, Riverside CT 06878, United States

Responsibility for Return Shipping Costs: The customer is responsible for the shipping costs of returning the item.

For items valued over $75, we recommend using a trackable shipping service or purchasing shipping insurance. We cannot guarantee that we will receive your returned item.

Proof of Delivery by the Shipping Company: Once an item is confirmed delivered by the shipping company, we consider our part of the transaction complete. We are not responsible for issues post-delivery, including loss or theft. Additionally, we are not responsible for non-delivery due to incorrect address information provided by the customer. In such cases, refunds cannot be issued.

No Proof of Delivery by the Shipping Company: If there is no proof of delivery and the item appears lost in transit, please contact us immediately. We will investigate the issue, and if the item is confirmed lost, we will send a free replacement or offer a refund. We stand by our delivery guarantee.