RETURN POLICY
CHANGE OF MIND RETURNS
Customers may request a change of mind return within 14 days from the date of delivery. To initiate a return, please submit your request with the original order number to [email protected]. We will provide instructions on where to send the returned item(s).
Return Shipping Costs
Customers are responsible for return shipping costs unless the item is defective, damaged, or incorrect.
Duties, Taxes and Local Import Charges
For non-domestic returns, any duties, taxes, or local import charges already paid are non-refundable.
Condition of Returned Items
Items must be returned complete and in the same condition as received, with all parts, accessories, and where reasonably possible the original packaging.
Non-Compliant Returns
If a return is received with missing components, damage, signs of use beyond reasonable inspection, or packaging condition that reduces the resale value of the product, a reasonable deduction may be made from the refund to reflect the diminished value of the returned item and any necessary reconditioning or repackaging. Any such deduction will be confirmed in the Credit Memo email issued after inspection.
Refused Deliveries or Unpaid Duties
If a package is refused at delivery for any reason, or returned due to unpaid duties or taxes, any return shipping costs, duties, taxes, or additional courier charges incurred by Starvmount may be deducted from your refund.
This does not apply where delivery is refused because the parcel or item is visibly damaged in transit. In that case, please notify us promptly at [email protected] with full details and, where possible, supporting photographs so we can review the issue and arrange an appropriate remedy.
If the item is destroyed or abandoned by the courier following a refusal that is not due to transit damage, and no return is received by Starvmount, no refund will be issued.
Tracked Return Recommendation
For items valued over £50, we recommend using a trackable shipping service or purchasing shipping insurance, as we cannot issue refunds for items not received.
Return Acknowledgement and Refund
Upon receipt and inspection of the item(s), we will send an email confirmation and process any approved refund to your original payment method. This process may take up to 10 business days after inspection.
DAMAGES & ISSUES
Upon receiving your order, please inspect the items promptly. If you discover any defect, transit damage, or incorrect item, contact us at [email protected] so we can review the issue and arrange an appropriate remedy.
EXCHANGES FOR ALTERNATIVE OR WARRANTY
For an exchange or warranty-related return, please contact us with details of the issue. Once we confirm your request:
- Return the original item to us.
- Upon receipt and acceptance of the return, your original order will be refunded in accordance with this policy.
- Place a new, separate order for the replacement item.
EXCEPTIONS / NON-RETURNABLE ITEMS
Certain items are ineligible for return, including custom products made to order or clearly personalised items, except where required by law.
REFUNDS
We will notify you upon receipt and inspection of your returned item(s). If the return is approved, a refund will be processed to your original payment method within 10 business days.
Refund Amounts
Original outbound shipping costs are non-refundable unless refund of the standard outbound delivery charge is required under the United Kingdom / European Union 14-day cooling-off period set out below. Where that cooling-off period does not apply, or where a return is requested after it has expired, outbound shipping costs are non-refundable regardless of destination, unless the item was damaged in transit, incorrectly supplied, or Starvmount agrees otherwise in writing.
Refunds will not include any duties, taxes, or import charges paid to local authorities. Currency exchange rate fluctuations and card issuer handling may cause the refunded amount to differ from the original purchase amount.
Processing Fees
Where permitted by law, Starvmount may deduct non-refundable payment processing fees from refunds that are not linked to an exchange.
UNITED KINGDOM / EUROPEAN UNION 14-DAY COOLING-OFF PERIOD
In addition to the above, where your order was shipped to an address in the United Kingdom or European Union, you have the legal right to cancel your order within 14 days of receiving the goods, for any reason and without giving a reason.
How to Exercise Your Right to Cancel
To exercise this right, you must notify us within 14 days of receiving your item(s) by contacting [email protected]. We will provide instructions for returning the item(s). Returned item(s) should be sent back without undue delay and no later than 14 days after you notify us that you wish to cancel.
Refunds Under the Cooling-Off Period
Customers are responsible for the direct cost of return shipping unless the item is defect, transit damage, or incorrect item.
A refund under the cooling-off period will include the cost of the item(s) and the cost of the standard outbound delivery option, where applicable. If you selected a more expensive delivery option, only the cost of standard delivery will be refunded.
Starvmount may withhold the refund until the goods are returned or until evidence of return has been provided, where permitted by law.
Condition of Returned Items Under the Cooling-Off Period
You may inspect the goods as you would in a shop. If the goods have been handled beyond what is necessary to establish their nature, characteristics and functioning, and this results in a reduction in value, Starvmount may make a reasonable deduction from the refund to reflect that diminished value.
For customers in the United Kingdom, these rights are protected under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
For customers in the European Union, these rights are protected under the applicable national implementation of Directive 2011/83/EU.