Refund policy

Starfall Labs Refund Policy

Effective Date: November 2025
Business Location: Australia
Contact: support@starfalllabs.com.au

At Starfall Labs, we value your experience and stand by the quality of every product we offer. If something goes wrong with your order, we’ll do our best to make it right in line with Australian Consumer Law.

1. Eligibility for Refunds and Replacements

If you receive an item that is faulty, damaged, or significantly different from what you ordered, you may request either a refund or a replacement within 30 days of receiving your order.

To begin a claim, please contact us at support@starfalllabs.com.au and include:

  • Your order number
  • A written description of the issue
  • At least two clear photos showing the problem
  • At least one short video demonstrating the fault (if applicable)

We’ll review your claim within 2–4 business days and let you know the outcome.

2. Resolution Options

If your claim is approved, you may choose to:

  • Receive a full refund to your original payment method, or
  • Request a replacement item at no extra cost.

In some cases, we may also provide a discount code for future purchases as a gesture of goodwill.

3. No-Return Policy

Since our products are shipped directly from our trusted suppliers, we do not require customers to return faulty or damaged products.
You may keep or safely dispose of the affected item after your claim has been processed.

4. Exclusions

Refunds and replacements will not be provided in the following cases:

  • Change of mind after the order has shipped
  • Incorrect address entered during checkout
  • Orders beyond the 30-day claim period
  • Items that have been modified, tampered with, or improperly used
  • Digital or downloadable content (if applicable)

5. Geographic Coverage

Starfall Labs currently ships primarily within Australia. Refund and replacement timeframes may vary for international orders.

6. Your Consumer Rights

This policy operates in accordance with the Australian Consumer Law (ACL), which guarantees your right to a remedy for faulty or misrepresented goods.

For more information on your rights, you can visit:
https://www.accc.gov.au/consumers/consumer-rights-guarantees

7. Need Help?

If you have any questions about your order or refund eligibility, please contact our support team at:
📧 support@starfalllabs.com.au

We’re here to make sure your experience with Starfall Labs remains positive and hassle-free.