To return a purchase, you send us an email through support@shinepearlstar.com. 

RETURNS OR REPLACEMENT

Our policy lasts 14 days. If 14 days have gone since you received the purchase, unfortunately, we can't offer you a refund or exchange.

To be eligible for a return or replacement, your item should be unused and in the same condition that you received it. It must also be in the original packaging. Any item not in its original condition is damaged or missing parts for reasons not due to our error will not be returned as well as an item that is returned more than 14 days since received.

NOTES: 

• Please do not return any orders for uncommunicated reasons.

• Please do not send your purchase back to the manufacturer.

• To complete your return, we require a receipt or proof of purchase.

REFUNDS

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days. The refund time will depend on the payment method. Please see below for details:

If you paid by credit or debit card, the refund will be sent to the card-issuing bank within 7 business days of receipt of the returned item or cancellation request. Please contact your card-issuing bank with any additional questions. 

 If you paid by PayPal, refunds will be sent to your PayPal account within 3 business days.

LATE OR MISSING REFUNDS

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next, contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at support@shinepearlstar.com.

SHIPPING

To return your product, you should contact support@shinepearlstar.com. Our staff will get in touch with you, and you can return the product after confirmation. If you return the product without confirmation, our warehouse cannot identify the sender, which will cause your refund unavailable.

No-restocking to be charged to the consumers for the return of the product.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are shipping an item over 50 USD, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

NOTES: 

• You have to pay your own shipping fee for the returned product if it's not the problem of the quality.

RETURN ADDRESS

Please contact support@shinepearlstar.com to get the return address. (Please do not return your products before getting confirmation via email from support@shinepearlstar.com)

IMPORTANT NOTES

• The return or replacement is only applicable to devices purchased on shinepearlstar.com. If you purchased your  shine star device from a third-party seller, please reach out to the seller. 

• Once your package is received and checked to verify that warranties are still valid, we will issue a full refund or a replacement for all eligible product(s).

• Please note that all accessories must be new and unopened to be eligible for refunds. To qualify for a replacement or refund, devices must be in "as new" condition and, if possible, with the original sealed packaging intact. If the accessory is returned for no reason, then we will deduct the return shipping fee from the returned amount.

• For all returns, please pay the shipment fee. 

• If your device is faulty/DOA, we will reimburse the shipping fee after inspection and confirmation that your device is within warranty. 

• For any after-sales issues, please contact us through support@shinepearlstar.com and we will offer you a solution based on your case.