Returns & Exchanges
<Cancellations>
1. Cancellation within 48 hours of purchase
As a general rule, we complete the confirmation process and initiate production within 48 hours of receiving a customer order. If a customer initiates a refund within 48 hours of placing an order, a full refund can be made.
2. Cancellation after 48 hours of purchase
After 48 hours your order will go into production. and we can no longer stop the production process, Please note that the amount of time and effort spent on each order can't be canceled. Therefore, there will be a restocking fee of 30% for all cancellations that are requested after 48 hours.
<Returns>
Each of our products is handmade,We meticulously care for each product and ensure that it is accurate and error-free.
1. Returns generated due to quality issues
Should a return be necessary due to a quality issue with the product , please contact us via email (support@starlandus.com)within three days of receipt. Include your proof of purchase or order confirmation and close-up pictures of the jewelry. If a defective product cannot be repaired or replaced, we will issue a full refund upon receipt of the returned item in its entirety. The cost of return shipping will be borne by us.
Quality issues refer to serious defects in the metal or craftsmanship of the product (broken prongs, broken ring arm, loosened or fallen stones and etc.) or significant discrepancies between the item received and the item ordered.
Inconsistencies in the pattern of particular stones such as moss agate, dissatisfaction with the shape of gems, or items appearing larger or smaller than expected do not constitute quality issues.
2. Returns instigated due to personal reasons
If a return is initiated due to personal reasons on the customer's part, we kindly ask that you email(support@starlandus.com) us with the specifics within 30 days of receiving the item.
Returns instigated for personal reasons do not qualify under our unconditional return policy that is applicable to defective items. In these instances, customers will be required to bear 30% of the costs along with the return shipping fees(C.O.D. Not Accepted). Upon receiving and inspecting the full returned item and ascertaining its condition, we will complete the refund process within five business days.
3. The return of personalized and customized products.
Custom items are not eligible for returns or exchanges.
Custom items include engraving, hidden gemstones, personalized carving, customizing into a new design, and any modifications to product details based on individual customer demands.
Replacing the main stone with a standard stone does not qualify as customization.
Diamonds and salt and pepper diamonds are not considered as standard stonesnd are not eligible for returns.
<Note>
- Layaway orders do not qualify for refunds or returns.
- Custom items are not eligible for returns or exchanges.
- The time and effort we invest in each order are non-refundable. Therefore, a restocking fee of 30% will be applied to all returns that are not related to quality issues.
- All items must be returned in their original condition without any signs of wear, tear or modifications. If an item shows signs of wear or tear,or has been changed in any way, or is returned beyond the allowed three days, we reserve the right to refuse the return.
<Exchanges>
1. If an exchange is necessary due to a significant product defect, we will help the customer complete the exchange unconditionally and without any cost to the customer, but please contact us within three days of receiving the goods.
Product quality issues include:
- Broken prongs
- Broken ring arm
- Loosened stones
- Significant discrepancies between the item received and the item ordered.
Note: Inconsistencies in the patterns of particular stones (such as moss agate), dissatisfaction with the shape of the gem, or the item appearing larger or smaller than expected do not constitute quality issues.
2. Customers who need to exchange products due to personal reasons will need to bear an additional 30% fee.
Please consult with us by email (Email - support@starlandus.com) first if you have any issues. After confirming with us, you can send back the items. Once we confirm there are no issues, we will exchange the product for you.
All items must be returned in their original condition without any signs of wear, tear or any modifications. If an item shows signs of wear or tear, has been changed in any way, or is returned beyond the allowed three days, we reserve the right to deny the exchange.
PS：
Note: If you need to change your product variants (such as size, center/accent stones, or a different design) after placing an order, please contact us within 48 hours, before the order confirmation. We will do our best to assist you with the changes. However, once the order has entered the production process, it will not be possible to exchange the product. Any costs incurred due to changes at that stage will be the customer's responsibility.Nonetheless, please contact us as soon as possible, and we will be more than happy to help resolve any issues.
