Refund policy
With over 40 years of experience in the hair and beauty industry, our company is dedicated to providing high-quality cosmetics and hair colour products to our valued business partners. We understand that there may be occasions when products need to be returned, and we have developed a straightforward returns policy to facilitate this process.
Eligibility for Returns
To ensure a smooth returns process, please review the following criteria for product returns:
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Damaged or Defective Products: Products that are damaged or defective upon receipt are eligible for return. Please inspect all shipments upon arrival and report any issues within 7 business days.
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Incorrect Products: If you have received products that are incorrect due to a packing error, please notify us within 7 business days to arrange a return or exchange.
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Unopened and Unused Products: As we have a B2B (business-to-business) relationship with you, we do not offer refunds if you change your mind and no longer require the products supplied. B2B suppliers are exempt from Consumer Contracts (formerly distance selling) regulations.
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Authorized Returns: All returns must be authorized by our Customer Service team. Unauthorized returns will not be accepted. Please, contact our team for further instructions before sending any products back.
Return Process
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Contact Customer Service: Reach out to our Customer Service team at contact@stargazer-products.com to report any issues and obtain return instructions.
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Packaging: Securely pack the items to prevent any damage during transit. Include a copy of the original invoice with the returned products.
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Shipping: Send the authorized returns to the following address: Stargazer, 26 Progress Way, Croydon, CR0 4XD, United Kingdom.
Please use a trackable shipping method and retain the tracking information for your records.
Refunds and Credits
- Damaged or Defective Products: Upon receipt and inspection of the returned items, we will issue a full refund or credit for the damaged or defective products.
- Incorrect Products: We will promptly replace the incorrect products or issue a credit as per your preference.
Non-Returnable Items
- Opened or Used Products: For hygiene and safety reasons, we cannot accept returns of opened or used cosmetics and hair colour products.
- Custom or Special Orders: Custom or special order products are non-returnable unless they are defective or incorrect.
Additional Information
For any questions or further assistance, please contact our Customer Service team at contact@stargazer-products.com. We are committed to ensuring your satisfaction and look forward to continuing to serve your business needs.