Return & Exchange Policy

1. Overview

At Hellstar Official Store, we stand behind the quality of every product we sell. If you are not completely satisfied with your purchase, we are here to help. Please read this policy carefully before initiating a return or exchange.

2. What Can & Cannot Be Returned

3. How to Return — Step by Step

To initiate a return, please follow these steps:

1. Contact Us Within 15 Days Email us at support@hellstars-store.com with your order number and reason for return. Include photos if the item is defective or damaged.
2. Receive Return Authorization Our team will review your request within 1–3 business days and send you a Return Authorization (RA) number along with return instructions. Do not ship items back without an RA number — unauthorized returns will not be accepted.
3. Pack Your Item Securely Pack the item(s) securely in the original packaging if possible. Include your order number and RA number inside the package. Ensure all original tags are still attached.
4. Ship the Return Ship the item to the return address provided in your RA email. We recommend using a trackable shipping service. Keep your tracking number — we are not responsible for return packages lost in transit.
5. Return Received & Inspected Once we receive your return, we will inspect the item within 3–5 business days and notify you by email of the approval or rejection of your return.
6. Refund Processed If approved, your refund will be processed within 5–7 business days. See Section 5 for refund details.

4. How to Exchange an Item

We currently do not offer direct item-for-item exchanges. The fastest way to get the item you want is:

1. Initiate a return for your original item following the process in Section 3
2. Once your return is approved, place a new order for the correct size or item on our website
3. Your refund will be processed within 5–7 business days of return approval

5. Refunds — How & When

5.1 Refund Method

Approved refunds are issued to your original payment method (credit/debit card, PayPal, etc.). Please note:

• Original shipping fees are non-refundable unless the return is due to our error (wrong item, defective item)
• Store credit may be offered as an alternative at your request
• Bank processing times vary — allow 3–10 additional business days for the refund to appear in your account after we process it

5.2 Refund Timeline

5.3 Restocking Fee

A restocking fee may apply in the following situations:

6. Return Shipping Costs

7. Damaged, Defective & Wrong Items

7.1 Defective or Damaged Items

If you receive a defective or damaged item, please contact us within 7 days of delivery at support@hellstars-store.com with:

• Your order number
• Clear photos of the damage or defect (minimum 3 photos)
• A brief description of the issue

For verified defective or damaged items, we will offer:

• A full refund including original shipping fees, OR
• A free replacement sent to you at no additional cost

We will provide a prepaid return label for defective items — you will not need to pay any return shipping or deductions.

7.2 Wrong Item Received

If you received the wrong item or wrong size due to our error, contact us within 7 days of delivery with photos. We will send the correct item immediately and provide a prepaid return label for the incorrect item.

7.3 Factory Defects Discovered After 15 Days

If a factory defect is discovered after the 15-day return window, please contact us. We will review each case individually and may offer a repair, replacement, or partial refund at our discretion based on the nature of the defect and the time elapsed since purchase.

8. Missing Items

If any items from your order are missing upon delivery, please contact us within 7 days of delivery. We will investigate and either:

• Ship the missing item(s) at no additional cost, or
• Issue a refund for the missing item(s)

Note: Your order may have been shipped in multiple packages. Before reporting a missing item, please check your tracking information to see if a separate package is still in transit.

9. International Returns

International customers are eligible to return items under the same 15-day return window and conditions. However, please note:

• Return shipping costs are the responsibility of international customers (except for defective/wrong items)
• Customs and import duties paid on the original order are non-refundable — these are collected by your government, not by us
• Duties on return shipment are also the customer's responsibility
• We recommend marking returned packages as "Returned Goods" to avoid additional customs charges
• Refunds for international orders are issued in USD to the original payment method

10. EU & UK Statutory Rights

If you are a consumer located in the European Union or United Kingdom, you have statutory rights under the EU Consumer Rights Directive and the UK Consumer Rights Act that apply in addition to this policy:

These statutory rights cannot be limited by this policy. If any part of our policy conflicts with your statutory rights, your statutory rights take precedence.

11. Order Cancellation

Orders can be cancelled within 24 hours of placement, provided the order has not yet entered processing. To cancel, email us immediately at support@hellstars-store.com with your order number and "CANCEL ORDER" in the subject line.

EU/UK Customers: Even after 24 hours, EU/UK customers retain their statutory 14-day right of withdrawal as described in Section 10.