Returns

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Our return policy allows for returns within 14 days from the delivery date. To request a return, you must provide your reason in writing to starmountainhealing13@gmail.com

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To be eligible for a return, items must be unopened, unused, and in the same condition as when received, including the original packaging.

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Non-Returnable Items:

• Sananga

• Gift cards

• Downloadable software products

 

Refunds

 

We do not guarantee specific postage times, as delays can occur. Therefore, we do not offer postage refunds for late deliveries. Star Mountain is not responsible for postal errors, delays, or how parcels are handled.

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In cases of lost parcels, a replacement order or refund will be issued only after the loss is confirmed and claim compensation is finalized with Royal Mail.

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Once your return is received and inspected, we will notify you via email of the approval or rejection of your refund. Approved refunds will be processed and credited to your original payment method.

Shipping

Shipping costs are non-refundable. Customers are responsible for the shipping costs of returning any items. The return shipping address will be provided once the return eligibility is confirmed.

 

For items valued over £50, we recommend using a trackable shipping service or purchasing shipping insurance. Star Mountain cannot guarantee receipt of returned items.

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Customs Issues

Delays due to customs processing are beyond our control. We ask for your patience as processing times can be longer in certain countries.

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If your parcel is held in customs and you are unable to provide the required documentation, please instruct customs to return the parcel to sender. Notify us at starmountainhealing13@gmail.com of the pending return. Once received, we will process a refund to your original payment method.

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Late or Missing Refunds

If you haven’t received a refund after 14 business days:

• Contact your credit card company as processing times can vary.

• If the issue persists, contact us at starmountainhealing13@gmail.com for further assistance.

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Exchanges

Exchanges are considered on a case-by-case basis. To request an exchange, please email starmountainhealing13@gmail.com.

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Gifts

If the item was marked as a gift at purchase and shipped directly to you, a gift credit will be issued for the return value. Once the returned item is received, a gift certificate will be mailed to you.

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If the item was not marked as a gift, or the gift giver had the order shipped to themselves, we will issue a refund to the gift giver, who will be informed of the return.