Refund and Returns Policy

By law, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 say that we must give you certain key information before a legally binding contract between you and us is made (see below). We will give you this information in a clear and understandable way. Some of this information is likely to be obvious from the context. Some of this information is also set out in these Terms, such as information on our complaint handling policy.

Right to cancel – Goods

The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 say that up to 14 days after receiving your goods, in most cases, you can change your mind and get a full refund.

In addition, It may be possible to amend or cancel the order before its been dispatched. Please contact us at info@stellarcards.co.uk if you would like to cancel. However Once the order has been dispatched it can no longer be cancelled or amended and will need to be returned following the terms below.

Your Consumer Rights – Goods

The Consumer Rights Act 2015 says goods must be as described, fit for purpose and of satisfactory quality. During the expected lifespan of your product you’re entitled to the following:

  • up to 30 days: if your goods are faulty, then you can get a refund;
  • up to six months: if they can’t be repaired or replaced, then you’re entitled to a full refund, in most cases;
  • up to six years: if the goods do not last a reasonable length of time, you may be entitled to some money back.

This is a summary of some of your key rights. For detailed information from Citizens Advice please visit www.citizensadvice.org.uk.

The information in this summary box summarises some of your key rights. It is not intended to replace the contract of sale outlined in our terms and conditions.

 

Returns

We have tried to make sure our returns process as simple as possible. Whatever your reason for needing to make a return, please read the information below and then click the button for the form we will need back with the return.

Please ensure returns are packaged safely, securely, and sent with a tracking number – please take note of this tracking number for future reference.

Returning unwanted products

  • Products can be returned for any reason within 30 days of the initial purchase.
  • Any return postage costs will be paid by the customer for unwanted items.
  • Single cards must be returned in the same condition as purchased.
  • Sealed product and accessories must be returned in their original packaging, undamaged and unopened.
  • Products not returned in this condition will be refunded at 50% of the sale value.

Returning faulty or damaged products

  • Faulty goods, or goods damaged in transit before receipt by the customer, can be returned within 30 days of the initial purchase.
  • If you contact us first with information/images about the fault/damage, we will be able to provide a postage label for you, free of charge.
  • Products returned for being faulty or damaged in transit are normally replaced/exchanged for identical products.

Please contact us if you are unsure of anything or require assistance with a return.

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at info@stellarcards.co.uk

Sale items

Only regular priced items may be refunded. Sale items cannot be refunded.

 

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at info@stellarcards.co.uk and send your item to: unit 1, 27 Kingston Road, Eastbourne, East Sussex, BN22 9JB.

 

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.

 

To return your product, you should mail your product to: Stellar cards LTD, Unit 1, 27 Kingston Road, Eastbourne, East Sussex, BN21 9JB.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

 

Need help?

Contact us at info@stellar cards.co.uk for questions related to refunds and returns.