Refund policy

Return, Refund & Exchange Policy

At Stargeizer Project, every piece is made with care and real celestial data. If something isn’t right, we’re here to help.

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What we accept

We accept returns, refunds, or exchanges only if:

  • A defective item was received, or
  • An incorrect item was received (wrong design, size, color, or product).

We’re unable to accept returns, refunds, exchanges, or cancellations for change of mind, including preferences on design/layout after production has started.

Custom & Made-to-Order Items

Most Stargeizer items (e.g., custom star maps, framed pieces, engraving) are made to order.

  • Items without defects are not eligible for return/refund.
  • If a digital proof/preview is provided and approved (explicitly or implicitly by proceeding past the preview window), further design changes may not be possible.

Timeframe to Report an Issue

Please report issues within 48 hours of delivery with your order number and clear photos/videos (ideally, an unboxing video if available).

Order Cancellation

  • Once an order is placed, it is considered final.
  • Cancellations due to change of mind are not accepted.
  • If production has not started yet, we’ll try our best to assist; however, approval is at our discretion.

Conditions for Returns/Exchanges (if eligible)

  • Applies to full-priced items only (unless the item is defective/incorrect).
  • Item must be unused, unworn, unwashed, and in original packaging with all inserts/tags intact.
  • A valid receipt or invoice is required.
  • Sale items and purchases made using vouchers are not eligible for return/exchange unless defective or incorrect.

Who pays for return shipping?

  • If your item is defective or incorrect, Stargeizer covers return shipping via a prepaid label or reimbursement upon proof of payment (as instructed by our team).
  • Prepaid labels are issued after we review and approve the claim.
  • If the item is found non-defective after inspection, return shipping is the customer’s responsibility (see “When the item is found non-defective”).

Exchange Policy

  • Exchanges are only available for defective or incorrect items.
  • If the exact item is out of stock, you may choose an alternative design/color of similar value or opt for a refund (see Refunds).

Refunds

  • Refunds are applicable if a wrong item was received and the correct item is sold out, or if a defective item cannot be replaced.
  • Refunds will be processed to the original payment method within 14–30 working days (processing time may vary by payment gateway or bank).
  • Shipping fees, reward points, and service charges from the original order are non-refundable unless required by law.

Digital Products

  • For digital-only items (e.g., high-resolution files), delivery is via email/download link.
  • Due to the nature of digital goods, all digital sales are final once the file has been sent/accessed, except where defective/incorrect.

Packaging & Damage

We pack every parcel securely. If your item arrives damaged, report within 48 hours with photos/videos so we can help promptly.

Lost/Returned Parcels

Please ensure the address and contact number are accurate. We’re not responsible for delays or losses due to incomplete/incorrect addresses.

If a parcel is returned to us, re-shipping costs may apply.

When the item is found non-defective

If a returned item is found to be non-defective after inspection:

  1. We’ll notify you and hold the item for 14 days for you to arrange return shipping at your cost.
  2. If no arrangement is made, the item may be deemed unclaimed and disposed of responsibly.
  3. Refunds will not be issued for non-defective returns. In limited cases, partial refunds may be offered at our sole discretion.

One-time Return/Exchange Limit

Each item is eligible for one return/exchange action (defective or incorrect cases only).

Third-Party Purchases

This policy applies to purchases made directly from our official website/store. Purchases via marketplaces (e.g., Shopee) follow the platform’s respective policies.

Right to Decline

Stargeizer reserves the right to decline returns that do not meet the conditions above or if the returned item arrives in unsatisfactory condition.

Last updated: 30 Sept 2025

How to submit a return/exchange request (quick steps)

  1. Contact us within 48 hours with your order number and photos/videos.
  2. Wait for approval & instructions. If approved, you’ll receive a prepaid label (if applicable) or guidance on next steps.
  3. Pack securely in original packaging and ship as instructed.
  4. We’ll inspect the item and email you the status of your return, refund, or exchange.