Returns & refunds

01Principle

We sell to businesses only, so the consumer right of withdrawal does not apply. Goods that match the agreed specification cannot be returned for change of mind. Goods that are defective, damaged or not as ordered are replaced or refunded as set out below.

02Claim periods

• Visible damage and shortages: within 7 days of receipt. Note reservations on the carrier's delivery receipt.
• Hidden defects: within 30 days of receipt.

03How to make a claim

Email sstarphonepartshk@gmail.com with the order reference, the quantity affected, photos or videos of the goods and packaging, and the carton marks. Do not use, alter or dispose of the goods before we reply. We answer within 3 business days.

04Remedies

Once the claim is validated, and at your choice where possible, we will:

• replace the defective goods in your next shipment or by separate shipment at our cost; or
• issue a credit note for the affected quantity; or
• refund the price paid for the affected goods.

We may ask for the goods, or a sample of them, to be returned for analysis at our cost.

05Refunds

Refunds are paid by bank transfer to the account the payment came from, in the currency of the invoice, within 14 days after the claim is validated.

06Order cancellation

• Before we place the order with the supplier: full refund of the deposit.
• After production has started: the deposit covers costs already committed; any unused balance is refunded.
• Custom and private label products cannot be cancelled once production has started.

07Samples

Samples are not refundable, but their cost is deducted from your first order.