Privacy policy

Comprehensive Policy for Stelar Medical Wear

Welcome to Stelar. We are committed to providing the highest quality and materials suitable for healthcare professionals, ensuring comfort and elegance during long working hours. To ensure a smooth and transparent shopping experience, please review our policies below:

1. Exchange and Return Policy

Due to the nature of medical wear and our commitment to public health and infection control, exchanges and returns are subject to the following conditions:

• Allowed Period: The customer has the right to request an exchange or return within 14 days of receiving the order.

• Product Condition: The product must be in its absolute original condition (unused, unwashed, free of perfumes or any odors), with all its accessories, in its original packaging, and with all tags attached.

• Excluded Products: Products that have been modified or embroidered (based on the customer's request) cannot be exchanged or returned unless there is a manufacturing defect.

• Shipping Fees: In the case of an exchange or return for a size change or personal preference, the customer bears the shipping costs (both ways).

2. Defective or Incorrect Products (Upon Receipt)

We carefully inspect every item before shipping, but in the event of receiving a product with a manufacturing defect or an incorrect item:

• Please contact us within 48 hours of receiving the order and attach clear photos showing the defect or error.

• The Stelar team will bear all shipping costs to replace the defective product with a flawless one, or return it and fully refund the customer.

3. Stelar Quality Warranty (Manufacturing Defects After Use)

We trust the quality of our materials and the finishing of our products, and we understand that some manufacturing defects may not appear until after use or the first wash. Therefore, we offer the "Stelar Warranty":

• Warranty Period: In the event of any hidden manufacturing defect appearing within 20 days of receiving the order.

• Covered Defects: This warranty covers manufacturing-related issues only, such as abnormal unraveling of stitches, zipper malfunction, or excessive color fading despite strict adherence to washing and care instructions.

• Compensation Mechanism: Upon contacting us and proving the manufacturing defect (via photos or video), and if the defect is confirmed, we guarantee the customer free repair of the item, replacement with a new item, or store credit of the same value. Stelar will bear the shipping costs in this case.

• Warranty Exclusions: This warranty does not cover damage resulting from misuse, which includes: Normal wear and tear from repeated use; failure to adhere to care and washing instructions (e.g., using bleach, or washing with boiling water for models not designated for it); damage resulting from accidents, tearing with sharp tools, burns, or ironing at inappropriate temperatures; and external modifications made by the customer (e.g., resizing by an external tailor).

4. Shipping and Delivery Policy

• Delivery Time: Orders are processed and shipped within (2 to 5 business days) based on the geographic location. (Additional days are added if embroidery service is requested).

• Order Tracking: The customer will be provided with a tracking number once the shipment is dispatched to track it with the shipping company.

• Order Receipt: Please ensure the address and phone number are correct to ensure fast delivery. Failure to receive the order without justification may lead to the suspension of the "Cash on Delivery" feature for the customer's account in future orders.

5. Payment Methods

To facilitate the purchasing process, we offer several payment methods:

• Cash on Delivery (COD).

• Credit and Debit Cards (Visa, MasterCard).

• Electronic Wallets and InstaPay.

6. Refund Policy

• In the case of prepaid orders (bank card or electronic wallet), the refunded amount is transferred to the same payment method within (5 to 14 business days) according to the customer's bank policy, after we receive and inspect the returned product.

• In the case of "Cash on Delivery", the amount is refunded via bank transfer, InstaPay, or an electronic wallet according to the customer's preference.

7. Privacy Policy

At Stelar, we respect our customers' privacy. All personal data is encrypted and used solely for the purpose of completing the order and improving the shopping experience. We do not sell or share your data with any third party for marketing purposes without explicit consent.

Contact Information:

The Stelar customer service team is always available to help:

• Phone / WhatsApp: 01107056549

• Email: info@stellaruniform.com

• Working Hours: Available 24 hours a day, 7 days a week (Except official holidays).