Return and Refund Policy

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THE INDISPENSABLE

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14 day return hassle-free

Return Policy and reimbursement

Welcome to the StardustColors website! All our products* benefit from a guarantee of conformity and most can be returned free of charge within 14 days of the date of receipt of the package. Certain custom-made or sensitive products cannot be returned (see general conditions of sale). The same warranty applies to replacement products. Please contact us if you have any problem!

How do I return a product and get a refund or replacement?

Step 1: Please contact our STARDUSTCOLORS customer service (contact us) and provide the pattern, photos or videos needed to verify the problem of your order.

Step 2: Our customer service team investigates and offers a solution based on our policy.

Step 3: The two parties come to an agreement, and our customer service team provides the information for the return address.

Step 4: Product return (if required). When our warehouse receives the returned product, our customer service team will process the refund/replacement. You will receive the refund or a credit note within 2 to 14 working days. The exact time depends on your bank's processing time.

1. Reasons for free return

Return Pattern	Note
DOA (Defective in arrival)	You can refuse the item directly with the carrier (or parcel relay ) if damaged.
Wrong item sent	Please provide us with clear photos of item, SKU number /PN and the paper invoice attached to the package
Not as described	Please provide photos to define the issue.
Quality issues	Please provide us with photos or video to verify where is from the problem.

Note: Please contact us with the necessary photos or videos for the above return situations. After verification, we will offer you a suitable solution.

2. Reasons not allowing free return

Reason for Return	Note
Arrived too late	StardustColors does not offer free returns if delivery is delayed for reasons beyond our control.
Don't want it/n 'don't need it/don't like it	Return accepted at customer's expense.
Without instructions or non-standard instructions	Contact us for product instructions or video
User error	Any damage caused by user mishandling will not be covered.

Note: For the above return situations, the return and restocking costs are the buyer's responsibility. The return must imperatively be made with delivery against signature . Upon receipt and after verification, we will issue you a refund/credit for the amount of the products (excluding shipping costs).

3. Conditions for taking back products

It is possible to return products if they are in new condition, unopened, unused, and within 14 Days of receipt of your order. Certain custom-made, sensitive or contaminable products are not taken back as stipulated in our General Conditions of Sale

Non-returnable goods
Items sold sealed (Boxes and bottles of paints) if they are unsealed
Special effects products produced in special packaging and in quantities greater than 1 liter (no effect product is stored beyond one liter per color in our warehouse). Products manufactured in a personalized way (colour, version, etc.) and special preparations not in the catalogue.
Temperature sensitive products (thermochromic), light (photochromic, Blacklight black light, silvering chrome consumables) and air (hardeners)
Glitters, pigments, pearls and Metal Flakes
IWATA and SATA range guns, spare parts for IWATA guns or airbrushes
"Manufacturer colors" products made on request according to color code.
"Diamond" shades sold in "aerosol 400ml" format

4. How long does it take to receive my refund?

Payment Method	Refund Processing Time	Note
Credit Card	Within 3-15 business days upon receipt of email -refund email (depending on your bank).	We will not charge you a processing fee
Transfer	Within 3-5 working days upon receipt of e reimbursement email. (Please provide your bank details with the return package by email)	We will not charge you a processing fee
Paypal	Up to 48 hours after receipt of email refund.	/

Payment Method

Refund Processing Time

Note

Credit Card

Within 3-15 business days upon receipt of email -refund email (depending on your bank).

We will not charge you a processing fee

Transfer

Within 3-5 working days upon receipt of e reimbursement email.

(Please provide your bank details with the return package by email)

We will not charge you a processing fee

Paypal

Up to 48 hours after receipt of email refund.

Note: If you haven't received a refund within the expected time frame, please don't hesitate to contact us or your bank.

Statement: StardustColors reserves all rights for the final explanation of the return and refund policy. If you have any questions, do not hesitate to contact us.