At Starime.com, we are committed to providing you with the highest quality pet products and exceptional customer service. If you are not completely satisfied with your purchase, we offer a clear and customer-friendly returns and refund policy to ensure your peace of mind.
1. Return Policy
Eligibility for Returns: You may return items within 30 days of the original purchase date. To be eligible for a return, the item must be unused, in its original packaging, and in the same condition that you received it. Please ensure that all original tags and labels are attached.
Non-Returnable Items: Certain items cannot be returned due to hygiene or safety reasons. These include, but are not limited to:
- Personal care products for pets (e.g., grooming supplies)
- Pet food and treats
- Customized or personalized items
- Items marked as non-returnable on the product page
2. How to Initiate a Return
Contact Us: To start a return, please contact our customer support team at support@starime.com or call us at +1 502-270-2761. Provide your order number and a brief description of the reason for the return.
Return Instructions: Our team will provide you with instructions on how to return the item, including a return authorization number and a prepaid return shipping label. Please ensure that the item is securely packed to avoid damage during transit.
3. Return Shipping
Free Return Shipping: We offer free shipping for returns. A prepaid return shipping label will be provided once your return is authorized. You can also read Our Shipping Policy
4. Refund Policy
Processing Time: Once we receive your returned item, we will inspect it and notify you of the approval or rejection of your refund. Refunds will be processed within 5-7 business days from the date we receive the returned item.
Refund Method: Refunds will be issued to the original method of payment. If your return is approved, the refund will include the cost of the item and any applicable taxes. Shipping costs are non-refundable.
Partial Refunds: In certain cases, we may issue partial refunds for items that are not in their original condition, are damaged, or are missing parts.
5. Exchanges
If you would like to exchange an item for a different size, colour, or product, please initiate a return for the original item and place a new order for the replacement. The new order will be subject to the standard shipping and return policies.
6. Defective or Incorrect Items
If you receive an item that is defective or damaged, please contact us immediately at support@starime.com or +1 502-270-2761. We will arrange for a replacement or a full refund, including any return shipping costs. Please provide photos of the defect or damage to assist us in processing your claim.
Incorrect Items: If you receive an item that differs from what you ordered, please contact us as soon as possible. We will arrange for the correct item to be sent to you and will cover the return shipping costs for the incorrect item.
7. Warranty Information
Product Warranty: We stand by the quality of our products. If your purchase comes with a warranty, details will be included in the product description. For any warranty-related questions, please contact our customer support team.
8. Contact Us
If you have any questions or concerns regarding returns, refunds, or exchanges, please contact us:
- Phone: +1 502-270-2761
- Email: support@starime.com
- Address: 2322 BOXVILLE RD
- MORGANFIELD, KY 42437
- STARIME LLC
- EIN: 99-1542446
- Company Number: 1339280
- Customer Service Hours: Monday to Saturday, 8:00 AM to 5:00 PM Eastern Time