Refund policy
Orders Delivered By national Carriers Returns:
Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging to be returned safely to us.
To complete your return, we require a receipt / order number proof of purchase.
Please email any return request to returns@starlightdistribution.co.uk where our staff will look into your request.
Klarna Returns
Thank you for shopping with us. Please review our Returns Terms and Conditions carefully before making a purchase. By placing an order, you agree to the terms outlined below.
1. Eligibility for Returns
We accept returns within [14] days of the delivery date. To be eligible for a return:
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Items must be in unused, unworn, and reselable condition.
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Items must be returned in the original packaging, including all tags, accessories, and manuals (if applicable).
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Final sale, personalised, or hygiene-related items (e.g., cosmetics, underwear, earrings) are not eligible for return.
2. Return Process
To initiate a return:
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Contact our customer service team at [Returns@starlightdistribution.co.uk]
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You will receive a return authorisation and shipping instructions.
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Returns sent without prior authorisation may not be accepted.
3. Return Fees / Restocking Fees
Please note:
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Alternatively, a flat return processing fee of £30 may apply per return shipment.
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Original shipping charges are non-refundable.
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You are responsible for return shipping costs unless the item is defective or sent in error.
4. Klarna Purchases
If you paid using Klarna:
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Your Klarna invoice will be updated once your return is processed.
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Any refunds will be issued to Klarna, and Klarna will update your payment schedule accordingly.
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If you are nearing the due date for a Klarna payment, we recommend pausing your invoice through the Klarna app while the return is in progress.
For more information on Klarna’s policies, visit https://www.klarna.com/uk/customer-service/
5. Damaged or Incorrect Items
If your item arrived damaged or incorrect, please contact us within 48 hours of delivery. We will arrange a replacement or refund at no additional cost to you.
Pay On Delivery Orders:
Pay on delivery items are delivered via our own Company personnel therefore everything is checked with the customer prior to paying for the item, once consumers are happy with the product the item is paid for, we cannot take any liability after this point for damages. Should the item fail during the warranty period FULL warranty will be held with us for replacements.
Do not send your purchase back to the manufacturer.
There are certain situations where only partial refunds are granted
such as returning items with obvious signs of use, items not returned back in original packaging or appropriately packaged which as such caused damage to the product in transit back to us.
Any item not in its original condition, is damaged or missing parts for reasons not due to our error
Any item that is returned more than 30 days after delivery will all be subject to a full refund less 15% the total price paid.
For example a bed costing £199.99 will only be refunded £169.99 if any of the above criteria are met.
In the unlikely event that the item you have purchased is missing parts or has faulty components please e-mail returns@starlightfurniture.co.uk providing photos if possible so we can work with our warehouse team to send out anything required.
Refunds.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed to your credit card or original method of payment, within 7 working days.
Damaged parts will be repaired or a replaced within 14 days of delivery and does not constitute a Return, Should the item be beyond economical replacement a full refund will be offered.
Late or missing refunds (if applicable)
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 sales@starlightdistribution.co.uk.
We are charged a payment transaction fee of 2.2% for all orders paid by card and or finance payment options; all customers can request a refund at any point prior to delivery but refunds required due to accidental order, incorrect purchase, or failure to read the appropriate estimate delivery schedule; we reserve the right to refund in full, minus the platform fee we will still be charged as this is a remorse refund and not a refund given due to transactional fault of our own.
Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
Exchanges (if applicable)
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 sales@starlightfurniture.co.uk and send your item to: 83 Duice Street, Manchester, M12JQ, United Kingdom.
Warranty.
All our products are covered with a 1 year warranty, should you have any issues or want to raise a warranty claim please provide pictures and evidence to support your claim sent to returns@starlightfurniture.co.uk
Any claims raised under issues of warranty for UV or other weather damage will not be honoured if the product has not been correctly stored or covered with an all weather cover available on our website as an additional purchase.
Any claims raised for surface tarnishing / scratches on any products such as mirrored furniture or dining tables will not be honoured if these are or appear to be regularly cleaned/ polished with abrasive materials and or chemicals.
Product Descriptions
Each product on our Site is described as clearly as possible and we take all reasonable care to ensure that all details, descriptions and prices of products appearing on our site are correct at the time when the relevant information was entered onto the system. Although we aim to keep our site as up to date as possible, the information, including Product Descriptions, appearing on the site at a particular time may not always reflect the position at the exact moment you place an order. We take all reasonable care to ensure product pictures provide as accurate a representation of the product as possible – please note that screen resolutions differ from device to device and although we have made every attempt for colour accuracy, please contact us if you have any questions. Colours may vary and display the product differently, according to your individual device, and we cannot be held liable for these differences. Although every effort is made to ensure that the goods purchased are 100% as described and free of damages and defects, due to the handmade nature of the majority of our products, there may be variations in the materials used or the finish due to availability of materials used which is absent in mass-produce goods, minor imperfections or variations are to be expected in certain pieces and will not be deemed as defects, or reason for return. Approximate measurements of products are quoted on our site and your failure to take note of the size of a product will not be deemed as a reason for return. For further explanation of this clause, please contact us regarding the specific item that you are interested in.
Shipping
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you wish to receive a refund and return a product via our carrier, the cost of return shipping will be deducted from your refund.
If you are shipping an item over £75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
Items ordered and paid for via our online payment portal are covered under CCR & Distant selling regulations.
COD: purchases are not covered under CCR & distant selling regulations, this is because, whilst you might of placed the order online no funds have legally transacted therefore, you will sign the contract by paying for your item onsite, the same as with any 'bricks & mortar' purchase. Therefore goods would need to be returned to our store at the customers expense.
Remorse Return Policy
We understand that sometimes you may change your mind about a purchase. Our remorse return policy ensures you have the opportunity to return items under specific conditions. Please read the following policy carefully:
1. Eligibility for Returns
Time Frame: You have 14 days from the date you receive your goods to notify us of your intent to return them.
Condition of Goods: Items must be returned in their original condition, unused, and in their original packaging.
2. Return Process
Notification: To initiate a return, please contact our customer service team at sales@starlightfurniture.co.uk within the 14-day period. Provide your order number, the items you wish to return, and the reason for return.
Return Authorization: Our team will provide you with a return authorization number and instructions on how to return your items.
3. Return Shipping Costs
Responsibility: Customers are responsible for the cost of returning items to us. We recommend using a tracked and insured service as we cannot be held responsible for items lost or damaged in transit.
Deduction: If the return shipping cost is not paid directly by the customer, we reserve the right to deduct the cost from your refund.
4. Refunds
Processing Time: Refunds will be processed within 14 days of receiving the returned items.
Method of Refund: Refunds will be issued to the original payment method used for the purchase.
Deductions: The refund amount will be the cost of the returned items minus any shipping fees paid by us.
5. Non-Returnable Items
Certain items are exempt from being returned, including:
Perishable goods (e.g., food, flowers)
Personal care items (e.g., makeup, skincare products) if the seal is broken
Custom-made or personalized items
Digital downloads and software
6. Faulty or Damaged Items
If you receive a faulty or damaged item, please contact us immediately at sales@starlightfurniture.co.uk. We will arrange for the return and replacement or refund of the item at no additional cost to you.
7. Exceptions
We reserve the right to refuse returns if the items do not meet the conditions outlined in this policy or if the return request is made outside the stipulated time frame.
Contact Information
For any questions regarding this policy or to initiate a return, please contact our customer service team at:
Email: sales@starlightdistribution.co.uk
Legal Compliance
This policy is designed to comply with the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. Customers have a right to cancel and return their order within 14 days, but are responsible for the cost of returning the