Customer Experience Commitment

At BlueStars, we prioritize customer satisfaction and strive to provide the most supportive and seamless assistance possible. This policy outlines the formal standards and conditions governing returns and refunds. In practice, we aim to make the process smooth, flexible, and accommodating, and we will always make every reasonable effort to assist customers promptly and fairly. Our support team remains committed to offering solutions that uphold both the customer’s experience and the integrity of our products.

By completing a purchase, you acknowledge and agree to the terms outlined below.

1. Return Period

Customers may request a return within 30 days from the delivery date. Any request submitted after this period will not be eligible for return and will be handled under the Warranty Policy where applicable.

2. Eligibility Requirements

To qualify for a return, the product must meet all of the following conditions:

(i) The item must remain in the same condition as received, showing no signs of installation or use.
(ii) The item must not display any breakage, damage, or malfunction resulting from customer use, improper handling, incorrect installation, or exposure to unsuitable environments.
(iii) The product must be returned in its original manufacturer’s packaging, including all components and accessories.
(iv) All labels and identifiers must remain intact and unaltered.
(v) Proof of purchase must be provided.
(vi) The request must be submitted within the 30-day return period from the delivery date.
(vii) Issues reported after 30 days will be handled under the Warranty Policy and are not eligible for return or refund.

BlueStars reserves the right to deny a return if the product shows signs of installation, misuse, or customer-caused damage.

3. Return Request Procedure

To initiate a return, customers must contact us at support@bluestarsparts.com using the same email address used to place the order.

The request must include:

(i) A detailed explanation of the reason for the return; and
(ii) Clear supporting evidence:
– Photos of the item(s) and packaging showing the condition of the items (if there is more than one item, all items must be shown clearly in a single photo);
– A photo of visible labels (shipping label or SKU label); or
– A video (required for defective cases).

Items returned without prior authorization will not be accepted.

If approved, BlueStars will provide:

(i) A return shipping label; and
(ii) Instructions on how and where to return the product.

4. Damaged, Defective, or Incorrect Items

Customers must inspect their order upon delivery and report any issues within the required timeframe:

(i) Missing, damaged, or incorrect items: must be reported within 3 days from delivery;
(ii) Defective items: may be reported at any time during usage, subject to Warranty Policy conditions.

Customers must provide:
– Clear photos (for missing, incorrect, or damaged items);
– A clear video (for defective items) clearly demonstrating and describing the issue.

Failure to provide sufficient evidence may delay or invalidate the claim.

5. Non-Returnable Items

The following items are not eligible for return:

(i) Sale or clearance items;
(ii) Gift cards;
(iii) Items damaged due to customer misuse, installation, or handling;
(iv) Items returned without authorization or outside the approved timeframe;
(v) Products that are incompatible with the customer’s appliance or application.

6. Exchanges

BlueStars does not offer direct exchanges.

Customers may:

– Request return approval for the original item (if eligible); and
– Choose one of the following options:
• Place a new order for the correct item, and BlueStars will process the refund for the original order in accordance with the Return Policy, or
• Provide proof of return (return shipment receipt) and cover any applicable costs (including price differences and shipping fees). Once confirmed, BlueStars will proceed to send the correct item.

For defective or incorrect items, BlueStars will prioritize replacement support in accordance with the Warranty Policy.

7. Refund Process

Refund eligibility is subject to the following conditions:

(i) Refunds under the Return Policy apply only to eligible returns within 30 days that meet all conditions;

(ii) For defective or incorrect items, refunds will only be processed after a replacement has been provided and confirmed not to resolve the issue;

(iii) Issues reported after 30 days are not eligible for refund and will be handled under replacement-only support.

Once approved:

– Refunds will be issued to the original payment method within 10 business days;
– Additional processing time may apply depending on the bank or provider.

If more than 15 business days have passed and the refund has not been received, customers should contact support@bluestarsparts.com.

8. Return Amount

Refunds will include item price and applicable taxes.

For non-defective returns:

(i) Customers are responsible for return shipping costs;
(ii) Shipping costs are non-refundable.

9. Unapproved Returns

If a return request is not approved:

(i) If the returned item is determined to be unsellable due to customer-caused damage, misuse, or improper handling, it will not be eligible for a refund;

(ii) BlueStars will notify the customer of the reason following inspection of the returned item; and

(iii) Unauthorized returns may be rejected or returned to the sender at the customer’s expense.

10. Order Cancellation

Customers may request to cancel an order after it has been placed by contacting support@bluestarsparts.com using the same email address used to place the order.

Cancellation requests are subject to the order’s fulfillment and shipment status:

(i) BlueStars does not guarantee that cancellation requests can be processed once the order confirmation has been sent;
(ii) Orders that have already been processed, prepared, or shipped may no longer be eligible for cancellation.

If a cancellation request cannot be completed:

– The order will proceed as scheduled; and
– Customers may receive the item and submit a return request in accordance with the Return Policy.