Refund policy
Return Window
30 days from delivery
Restocking Fee
None
Customer Care
Support before every return
For the fastest assistance, please contact us at support@stelarr.com before sending any item back. Returns sent without prior authorization may not be accepted.
1. Order Changes & Cancellations
Before Dispatch
Contact us as soon as possible if you need to change or cancel your order. If the order has not entered final fulfillment or been dispatched, we will do our best to approve the request.
After Dispatch
Once an order has been dispatched, it can no longer be canceled or modified. You may request a return after the order has been delivered, subject to the conditions below.
To request a cancellation, email support@stelarr.com with your order number and the requested change. A cancellation is not complete until you receive written confirmation from STELARR.
Approved cancellations are refunded to the original payment method, generally within 3–5 business days. Your bank or payment provider may require additional time to display the refund.
2. Our 30-Day Return Window
Products purchased directly from STELARR may be returned within 30 calendar days of the date shown as delivered by the carrier.
You may open and carefully test your STELARR projector. To remain eligible for a return, the product must be:
- Complete, with all projectors, projection slides, cables, accessories, and other items originally included.
- Reasonably clean and free from avoidable cosmetic or physical damage.
- Free from damage caused by misuse, neglect, liquids, improper power supplies, unauthorized modification, or accidental impact.
- Packaged securely enough to prevent damage during the return journey. Original packaging is preferred when available but is not required unless it is necessary to protect the product.
Return timing: You must contact us within the 30-day return window. Once a return is approved, the package should be handed to the return carrier within 14 calendar days unless our support team provides a different deadline.
3. Different Types of Return Requests
3.1 Change of Mind or Personal Preference
Returns may be requested if you change your mind, order the wrong bundle, place a duplicate order, or decide that the product is not the right fit for your household.
- The return must be requested and authorized in advance.
- The customer is responsible for return-shipping costs.
- We strongly recommend using a tracked return service.
- No restocking fee is charged.
3.2 Damaged, Defective, Incorrect, or Incomplete Orders
Please inspect your order after delivery. Contact us promptly if your order:
- Arrives visibly damaged.
- Contains an incorrect product or bundle.
- Is missing a projector, slide, or other included item.
- Has a genuine functional defect.
For shipping damage, incorrect items, or missing contents, contact us preferably within 7 calendar days of delivery. Functional defects may be reported during the applicable 30-day return period.
Include:
- Your order number.
- A short explanation of the issue.
- Clear photographs or a short video showing the issue.
- Photographs of the shipping label and packaging when relevant.
Once reviewed, STELARR may offer a replacement, exchange, missing-item shipment, refund, or another appropriate resolution. For an approved defect or fulfillment error, STELARR will cover reasonable return-shipping costs or confirm that no physical return is required.
3.3 Exchanges
Exchanges may be available for defective, damaged, incomplete, or incorrect orders, subject to stock availability.
For preference-based changes, the fastest option is generally to return the eligible order and place a new order for the preferred bundle. Our support team will explain the available options before you send anything back.
3.4 Bundles & Multi-Projector Sets
To receive a full refund for a one-, two-, or three-projector bundle, all items included in that bundle must generally be returned together.
If only one item in a bundle is defective, we may replace or refund the affected item without requiring the complete bundle to be returned. Partial preference-based returns are subject to prior approval and may be recalculated to reflect the bundle pricing of the items kept.
4. How to Request a Return
STEP 1
Email support@stelarr.com with your order number.
STEP 2
Describe the reason for the return and provide evidence when relevant.
STEP 3
Wait for written approval and the correct return instructions.
STEP 4
Package the approved items securely and follow the supplied instructions.
Do not send a return before receiving approval. The correct return address will be provided by our customer-care team. Packages sent to an unauthorized address may be delayed, refused, or become ineligible for processing.
5. Return Shipping Costs
| Reason for Return | Return Cost | Restocking Fee |
|---|---|---|
| Change of mind, preference, or incorrect bundle selected | Customer responsibility | None |
| Confirmed defect, shipping damage, incorrect item, or missing contents | Covered by STELARR when a return is required | None |
STELARR is not responsible for preference-based return packages that are lost or damaged before reaching the authorized return destination. Retain your return receipt and tracking information until the refund is complete.
6. Items That May Not Qualify for Return
Unless mandatory consumer law provides otherwise, we may be unable to accept:
- Return requests submitted after the applicable return period.
- Products with avoidable damage caused by misuse, improper power sources, liquids, drops, accidents, neglect, or unauthorized repair.
- Returns missing projectors, projection slides, cables, or other items originally included.
- Products purchased from another retailer, marketplace, or unauthorized seller.
- Gift cards, if offered.
- Items sent to an unauthorized address without prior return approval.
Promotional pricing or a bundle discount does not automatically make an item final sale. Any item specifically designated as final sale will be clearly identified before purchase and will remain subject to applicable consumer law.
7. Inspection & Refund Processing
When an authorized return reaches the designated return location, it will be reviewed to confirm that the returned contents and condition match the approved request.
We will notify you by email when your return has been approved or if additional information is needed.
Approved refunds are issued to the original payment method, generally within 3–5 business days after approval. Your bank, card issuer, or payment provider may require additional time to post the funds to your account.
Refunds cannot normally be issued to a different card, bank account, or payment method.
8. Delayed or Missing Refunds
If you have received a refund confirmation but the funds are not visible:
- Review the account or card originally used for the order.
- Contact your bank, card issuer, or payment provider to ask about its posting timeline.
- If the refund still cannot be located, email support@stelarr.com with your order number.
9. Purchases Made Through Other Sellers
This policy applies only to purchases made directly through STELARR’s official online store. Products purchased through a marketplace, retail partner, or other third-party seller must be returned through that seller and are subject to its return and refund policies.
10. Mandatory Consumer Rights
This policy provides STELARR’s commercial return terms. It does not exclude, restrict, or replace any mandatory rights or legal remedies available to you under the consumer-protection laws that apply to your purchase.
Where local law provides a longer period, a statutory right of withdrawal, a legal guarantee of conformity, or another greater protection, those mandatory rights will continue to apply.
Need Help?
Let’s find the right solution.
Contact our customer-care team at support@stelarr.com . Include your order number so we can assist you as efficiently as possible.
STELARR is operated by SCALE OF TREES LIMITED COMPANY.