We apologize for any issues you have encountered and we strive to provide the best service to make sure you are happy. Below are some guidelines that will help you through the claim process and help you define what damages/defects may be eligible for a claim. This can include return, exchange and/or refund. Please read through it carefully.
Please inspect all shipments immediately upon arrival. If the boxes are physically damaged on the outside, please request a signature from the driver to lay claim on the damages. Pictures of the boxes and damaged merchandise are recommended and will most likely be requested.
- PHYSICAL DAMAGES/DEFECTS
The physical state of goods received by customers of Starlight Trading Co. Ltd., are deemed satisfactory unless we are notified of any discrepancies within 30 days of the receiving date. Minor physical flaws are only eligible for discount. Pictures will be requested
- ELECTRONIC DAMAGES/DEFECTS
Products with electronic deficiencies are eligible for a claim 90 days after the receiving date. Customers are eligible for refunds or discounts.
Please contact Starlight Trading at firstname.lastname@example.org or visit www.starlightgifts.ca/make-a-claim to conveniently make a claim. In order to establish a paper trail, physical copies of claims are mandatory in order to have your claim processed. Please note, pictures are usually requested for defects and large damaged items.
Disclaimer: During the claim process, the return and/or disposal of goods must be authorized by Starlight Trading Co. Ltd., before any action is committed. Furthermore, claims must be authorized and approved before any deductions are made on a customer account. We are not liable for any loss of unauthorized claims. Please note, refunds for shipping charges are not eligible for claims.
RETURNS / EXCHANGES
Special orders require a deposit that is non-refundable. If orders are cancelled, you choose to forfeit your deposit. However, if we are unable to fulfill the order, we will refund the amount back to you. Deposits will be deducted off the total order once shipped and the remaining amount will be charged.
Wholesale merchandise may not be returned or exchanged. We only accept returns in the case of defective merchandise, as noted above.
Terms of Service:
- Shipping and Handling are NOT included.
- Products may vary slightly from catalogue.
- We reserve the right to cancel items due to availability.
- We reserve the right to change item numbers (sku) without notifying customers
- Changes in customer contact information MUST be informed to Starlight
- Deposits on special orders are non-refundable
- Shipping costs are not eligible for refunds for Claims
- Please visit www.starlightgifts.ca/terms-of-service for more details.