📦 Returns & Refunds Policy – Shopstar UK Ltd (TheShopStar)
We want you to be happy with your purchase. If something isn’t right, our returns and refunds process is simple and hassle-free.
Returns Procedure
You have 14 days from delivery to return any goods purchased from TheShopStar.
Please contact our Customer Service Team with your order details and reason for return.
We’ll provide clear instructions on how to return the goods or how we can resolve the issue.
Send the product back to us following the instructions given.
Once we receive the item and check everything is in order, we’ll process your refund within 14 days.
Damaged Goods
If your item arrives damaged, please contact us within 7 days of delivery using our contact form .
We’ll guide you through the next steps and provide the quickest solution, which may include replacement parts, a replacement item, or a refund.
Unwanted Goods / Change of Mind
If you’ve ordered the wrong item or simply changed your mind, you can use your 14-day cooling-off rights (as long as you are a consumer).
You’ll need to notify us clearly that you want to cancel.
Goods must be returned within 14 days of cancellation.
Items must be unused, in their original packaging, and in a resellable condition.
Return shipping is at your expense, unless the item is faulty.
If you’d like us to arrange collection (UK Mainland only), a collection fee will apply and will be deducted from your refund.
Refunds will be issued within 14 days of receiving the goods back (or proof they’ve been sent).
Refunds
Refunds are always returned to your original payment method.
They usually take 7–14 days to appear in your account.
We’ll notify you once your return has been processed.
If your refund hasn’t been received within 4 weeks, please contact us.
Missing Parts
If your order arrives with missing parts, please let us know within 30 days of delivery.
When contacting us, provide your order number, item name, product code, and details of the missing part.
use our online contact form, and we’ll send replacement parts as quickly as possible.
Faulty Goods (Post-Delivery)
If your goods develop a fault, we’ll help with the following options:
Within 14 days of delivery: Refund, partial refund, replacement parts, or full replacement.
After 14 days (up to 12 months for electrical items and 6 months for non-electrical items): Replacement parts or replacement product (if available).
We assume that faults discovered within these timeframes were present at the time of delivery.
To help us resolve the issue quickly, please provide photos or video evidence where possible.
Cancelling Orders Before Delivery
If you wish to cancel before delivery, please contact us as soon as possible.
(Mon–Fri, 9am–5pm).
If your order hasn’t been dispatched, we’ll cancel and refund in full.
If it has already been dispatched, you may be able to stop the delivery via the courier tracking portal.
If the item arrives, simply refuse delivery, or return it under our Unwanted Goods policy.
Order Acceptance
Occasionally, we may be unable to fulfil an order due to stock issues, payment problems, or errors in product information.
We reserve the right to cancel orders in these cases and will always contact you if further information is required.
Fair Use Policy
We work hard to keep our returns process fair for all customers.
However, if we notice unusual patterns of returns or suspect fraud (e.g., repeated claims of missing items, excessive returns, or use of false identities), we may: