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Refund policy

Order Cancellation

All orders may be cancelled before they are dispatched.

If you need to change or cancel your order, you must contact us within 12 hours of placing your order. Once your order has entered the packaging or shipping process, it can no longer be cancelled.

If the order has already been dispatched, it must be returned in accordance with our Returns Policy below.

Change of Mind Returns

If you change your mind for any reason (including price concerns, ordering the wrong size or colour, or no longer wanting the item), you may return the item within 30 days of delivery, provided that:

  • The item is unused and in its original condition

  • The item is in its original packaging

  • Proof of purchase is provided

Please note:

  • Customers are responsible for all return shipping costs for change-of-mind returns.

  • Original shipping charges (if applicable) are non-refundable.

  • If you change your mind due to price changes, promotions, or discounts introduced after your purchase, you remain responsible for return shipping costs.

Refunds will be processed once the returned item has been received and inspected. We reserve the right to reduce the refund if the item shows signs of use beyond what is necessary to inspect it.

This policy is in addition to your statutory rights under UK consumer law.

Damaged or Faulty Goods

If your item arrives damaged or develops a fault, please contact us within 48 hours of delivery.

In accordance with UK consumer law:

  • We will cover the cost of return shipping for confirmed faulty or damaged items.

  • You will be offered a repair, replacement, or full refund where applicable.

  • Refunds will be processed once the item has been received and inspected.

Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015.

Non-Refundable Situations

We may be unable to offer a refund where:

  • The order did not arrive due to incorrect or incomplete information provided by the customer (e.g. incorrect shipping address).

  • The item has been used, damaged, or altered after delivery (unless it is faulty).

  • The return request is made outside the stated return period.

How to Start a Return

Please contact our support team before returning any items. Returns sent without prior authorisation may not be accepted.

📞 01942 387044
📧 info@nordic-stars.co.uk