Refund & Return Policy

Thanks for choosing Starwake. All of our products are strictly tested by our quality inspection team before shipment. If you find any quality issue, please email us at victor@starwake.cn. You will receive a response within 24 hours.

30-Day Return & Money Back Guarantee:

Returns of unused and unopened items are accepted within 30 days of the purchase date, with the exception of 'As Is' items and replacement parts (see below). We advise that you keep your original packaging during this time. Please contact us to request a return or to get information about any additional policies that may apply.

Returns Packaging & Its Condition:

Only items in original packaging can be returned. If an item is sent back in non-original packaging, this will immediately void the refund for the customer. Unfortunately, we cannot provide replacement boxes. Every customer receives this notice in their Order Confirmation Email and their Shipping Confirmation Email, asking them to hold onto their packaging for the first 30 days.

Please be respectful of your returned item(s) when sending them back to us. We take great care in making sure your item is properly boxed/packaged and secure for transit, and we expect the same from you on your return(s).

All returns are inspected upon arrival. If an item arrives back damaged because the customer poorly boxed/packed the returned item, this will affect your refund amount. Severely damaged goods arriving back to us due to poor customer boxing/packaging may even result in no refund at all.

- When Starwake Pays for Return Shipping

1. If you receive a damaged or defective item, we will exchange it or cover the shipping fee if you decide to return it.
2. Details are listed below:
   • Item arrived defective and cannot be fixed with a replacement part
   • We shipped out the wrong item
   • We shipped it to the wrong address
   • We shipped a duplicate order
   • Item malfunctioned during the 30-day returns period (assuming the customer assembled the item properly per the instruction manual)
   
   IMPORTANT:
   • For items that arrive damaged or are defective, YOU MUST provide video/photos to support your claim that the item arrived damaged or is malfunctioning.
   • If a customer refuses to or fails to send photos/video of a claimed malfunctioning/damaged item, this return will be treated as 'buyer's remorse' and the customer is solely responsible for shipping it back. The customer is also liable for the 15% restocking fee as well as any shipping charges the seller has paid out.
   • If a customer claims an item is defective/damaged, the customer must provide proof prior to return, with no exceptions. Use the Contact Us page to submit pictures/videos for your return request.

• Once we have received the approved returned item, we will review its condition. If the item is found to be defective, we will issue a refund.
• If the return request for a damaged/defective item can be resolved with simple parts and support, we can provide free replacement part(s) and advice on how to repair your item.

- When the Customer Pays for Return Shipping

In the case of a return due to customer error, return shipping is the customer's responsibility and shipping charges are paid by the customer. Pre-paid return shipping labels are not provided in these instances. Please note that original shipping and handling costs will be deducted from your total refund, and any order offered with special shipping charges is subject to a deduction of our actual outbound shipping costs. Examples of these customer returns include:

1. Buyer's remorse ('Not satisfied with performance', 'Item doesn't fit me correctly', 'Item doesn't meet my expectations', 'I tried it, but I want something else', etc.)
2. No reason / no longer wanted
3. Misinterpretation of the product description (failure to fully read item details/descriptions/features)
4. Order cancellation after the item has already shipped out, even if you have not yet received the item
5. The customer bought the wrong one
6. The customer accidentally bought too many
7. The customer accidentally provided the wrong shipping address

After the 30-day returns period, customers may use the manufacturer's product warranty period for repairs if the item is faulty or malfunctioning. Please see the manufacturer's product warranty for details.

- Warranty

Our warranty period is one year. A 1-year warranty is a warranty in which the seller or manufacturer guarantees remedies for product defects for one year from the date of sale. During that time, the seller will repair or replace the product if such defects appear.
It does not generally allow the buyer to receive a refund. It guarantees that defects will be resolved with a repair or a product replacement.

- Exchange Processing Flow

Step 1:
Please contact us by email at victor@starwake.cn, let us know your problem, and confirm the solution. We reply within 24 hours.
Step 2:
Take a picture of what you shipped and send it to us, along with the tracking number. The maintenance fee depends on whether the item is within warranty. (Please check the warranty coverage.)
Step 3:
We confirm the goods were returned and check the problem. Please also email us your specific contact details (name, cell phone number, full address, ZIP code).
Step 4:
We will send the goods back to you.
Thank you for your cooperation!

- Refund Policy

The refund policy applies to products purchased directly from the Starwake website (https://www.starwake.cn/). If you purchased Starwake item(s) from a different retailer, please refer to that store's refund policy.

The refund (less shipping and restocking fees) will be applied to your original payment method once the return is processed at our warehouse. Original shipping costs are non-refundable. Please note that the return process involves several stages, so please be patient while awaiting your refund. Generally, following the date of arrival at our warehouse, this process takes approximately 5 to 10 business days to receive the return, inspect it, re-stock it, and issue credit to the original form of payment, plus additional time for your banking institution to post the refund to your account (in certain instances additional stages are required). Purchases made with credit cards and debit cards are refunded through the same method of payment. Refunds through credit and debit cards usually take up to 7 days but this could vary by merchant or banking institution. Please contact your credit card and/or debit card issuer for more information.

Note: the 5 to 10 business days above refers to refund processing after your return arrives at our warehouse. It is not a delivery estimate - our delivery time is 10-15 business days.

If you wish to return a product that came with a free promotional item, the free item must be returned with the original order to receive a full refund. If the promotional item is not returned, you will be refunded the cost of the product minus the full value of the promotional item.

- Return Address

For the return address, please contact customer service by email to obtain the address: victor@starwake.cn. Please do not send returns to our Chengdu warehouse address without contacting us first. Thank you!

- Orders Returned without Delivery (Refusing Delivery)

If an order is returned as undeliverable due to an incorrect shipping address, non-availability of the recipient to accept delivery (in cases where we require signature confirmation), or refusal to accept the shipment, it will be considered a return by 'customer error (buyer's remorse)' and our standard Return Policy applies to such orders. In addition to the 15% restocking fee, the return shipping fees are chargeable to your account.

- Cancellation of Orders

1. Starwake generally sends out your order within 1-2 business days. To cancel an order, please contact us at victor@starwake.cn as soon as possible and you will receive a full refund provided your order has not been shipped.
2. If your order has already been shipped, it will be considered a return by 'customer error (buyer's remorse)' and our standard Return Policy applies. In addition to the 15% restocking fee, the return shipping fees are chargeable to your account. We will send you a return shipping label by email.

Company and contact information

Registered company: LETSORT LIMITED, 12 Orchard Street, Bristol, England, BS1 5EH

Shipping warehouse (fulfillment center): Orders ship from our warehouse in Chengdu, China. This warehouse is not a returns address - please email us first to request a return address.

Email: victor@starwake.cn - we reply within 24 hours.