Refund policy

Stelar Return and Exchange Policy

Due to the nature of medical wear and our commitment at Stelar to public health and infection control, we have formulated a return and exchange policy that ensures our customers' rights while maintaining the highest standards of quality and safety.

1. General Conditions for Returns and Exchanges

• 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, odors, or stains), with all its accessories, in its original packaging, and with all tags attached and untampered with.

• Excluded Products: Products that have been modified in size or embroidered (based on the customer's request) cannot be exchanged or returned under any circumstances 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. However, 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. Therefore, we offer the "Stelar Warranty" for hidden manufacturing defects:

• Warranty Period: The warranty applies 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, 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: The warranty does not cover damage resulting from misuse (such as normal wear and tear, using bleach, washing with boiling water, burns, tearing with sharp tools, or external modifications by a tailor).

4. Refund Policy

• 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 to ensure it meets the conditions.

• Cash on Delivery Orders: The amount is refunded via bank transfer, InstaPay, or an electronic wallet according to the customer's preference.

How to Request a Return or Exchange:

Please contact our customer service team through the following official channels and provide (Order Number, Reason for Return/Exchange, and photos of the product if necessary):

• Phone / WhatsApp: 01107056549

• Email: info@stellaruniform.com

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