At StellarisGro, we want every customer to enjoy a confident and convenient shopping experience. This Return, Exchange & Refund Policy explains how returns, exchanges, refunds, and order cancellations are handled for purchases made through www.stellarisgro.com.

StellarisGro is operated by JUN XING LONG TRADING CO., LIMITED, a company registered in Hong Kong.

---

1. Return Window

Customers may request a return within 30 days after the delivery date.

Return requests submitted after this period may not be accepted unless required by applicable consumer protection laws.

Before returning any product, customers must contact our customer service team and receive return instructions.

---

2. Return Eligibility

To be eligible for a return, products must meet the following requirements:

• The item must be unused and in original condition;
• Shoes must only be tried indoors on a clean surface;
• The soles must be free from marks, dirt, wear, or damage;
• The original packaging, shoe box, tags, accessories, and included materials must be returned where applicable;
• The item must not have odors, stains, pet hair, washing damage, or signs of use;
• The order number or proof of purchase must be provided.

For footwear products, we recommend customers carefully check the size guide before purchase and try shoes indoors before removing labels or using them outdoors.

---

3. Returns for Size Issues or Change of Mind

We understand that choosing the correct shoe size online can sometimes be challenging.

Returns caused by:

• Incorrect size selection;
• Change of mind;
• Personal preference;
• Style or color preference;

may be accepted if the product meets all return requirements.

For these returns, customers are responsible for return shipping costs unless otherwise required by applicable law or caused by our error.

---

4. Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or you receive the wrong product, please contact us within 7 days after delivery.

Please provide:

• Order number;
• Description of the problem;
• Clear photos showing the issue;
• Photos of the product packaging if available.

After verification, StellarisGro may provide an appropriate solution, including replacement, exchange, refund, or other reasonable assistance.

---

5. Non-Returnable Items

The following items may not be eligible for return:

• Products that have been worn outdoors;
• Products with damaged soles or visible signs of use;
• Products without original packaging or accessories;
• Products that have been washed, altered, or damaged after delivery;
• Final sale or clearance items marked as non-returnable;
• Customized or personalized products, if applicable.

---

6. How to Request a Return

To start a return request, please contact our customer service team before sending any item back.

Please include:

• Order number;
• Customer name;
• Email address used for purchase;
• Product name;
• Reason for return.

Customer Support Email:
[email protected]

Unauthorized returns sent without approval may not be accepted.

---

7. Return Shipping Address

After your return request is approved, we will provide the correct return instructions.

Please do not send products to our registered company address unless specifically instructed by our customer service team.

The registered office address may not be the return processing address.

---

8. Return Shipping Costs

For returns caused by customer preference, including size issues or change of mind, customers are responsible for return shipping costs.

If the return is caused by our error, such as receiving an incorrect or defective product, StellarisGro will review the situation and provide an appropriate solution.

---

9. Refund Process

After we receive and inspect the returned product, we will notify you whether your refund request has been approved.

Approved refunds will be processed to the original payment method.

Refund processing normally takes up to 7 business days after approval.

Your bank or payment provider may require additional processing time before the refunded amount appears in your account.

---

10. Exchanges

Exchange requests are available depending on product availability.

If you need another size, color, or style, please contact us before returning your item.

If the requested replacement product is unavailable, we may offer a refund or another suitable solution.

---

11. Order Cancellation

Customers may request order cancellation as soon as possible after placing an order.

Once an order has entered processing or shipment preparation, cancellation may no longer be possible.

Orders that have already shipped must follow the return process described in this policy.

---

12. Shipping Information

StellarisGro provides free shipping for customer orders.

Estimated delivery time:

10–15 business days after shipment.

Delivery delays caused by customs procedures, holidays, weather conditions, or circumstances outside our reasonable control do not automatically qualify for refunds.

---

13. Consumer Protection Rights

Nothing in this Return, Exchange & Refund Policy limits any mandatory consumer protection rights provided under applicable laws.

If local laws provide additional rights regarding returns, refunds, warranties, or cancellations, those rights will continue to apply.

---

14. Governing Law

This Return, Exchange & Refund Policy shall be governed by and interpreted according to the laws of the Hong Kong Special Administrative Region.

---

15. Contact Us

If you have any questions regarding returns, exchanges, or refunds, please contact us:

StellarisGro

Operated by:
JUN XING LONG TRADING CO., LIMITED

Registered Address:
RM H 11,1/F,KAISER ESTATE PHASE 2,
NO.51 MAN YUE ST,
HUNG HOM, HONG KONG

Email:
[email protected]