Refund policy
RETURN & REFUND POLICY
Last updated: September 30, 2026
Thank you for shopping with us. We want you to be satisfied with your purchase. This Return & Refund Policy applies to purchases made through our online store, subject always to any mandatory consumer rights and protections applicable in the country or region where the customer resides.
1. 30-Day Return Policy
We offer a 30-day return period, which means that you have 30 days from the date you receive your order to request a return.
To be eligible for a voluntary return, the item must be returned in the same condition in which you received it, unworn or unused, with all original tags attached, and in its original packaging where reasonably possible.
You may also be required to provide your order confirmation, receipt, or other reasonable proof of purchase.
Our 30-day commercial return policy does not limit or replace any mandatory statutory consumer rights that may apply to you under the laws of your country.
2. How to Request a Return
To request a return, please contact us before sending any item back:
Email: spacevaults@use.starmail.com
Please include your order number and a brief description of the reason for your return.
Do not send products back without first contacting us and receiving return instructions. Unauthorized returns may be delayed or may not be processed correctly.
Return Address
Because our products may be fulfilled and shipped through third-party suppliers, logistics providers, and fulfillment partners, the applicable return address may vary depending on the product, supplier, and destination country.
For this reason, we do not publish a single fixed return address.
After reviewing and approving your return request, we will provide you with the appropriate return address and specific return instructions.
Please do not send any product to the address shown on the original shipping package unless we have specifically instructed you to do so.
Sending a product to an address that has not been authorized by us may result in the return not being received or processed.
3. Return Shipping Costs
Unless otherwise required by applicable law, the customer is responsible for the cost of return shipping for voluntary returns due to a change of mind, incorrect selection, or other reasons not caused by us.
Where an item is defective, damaged upon arrival, incorrectly supplied, or otherwise covered by a mandatory legal remedy, we will handle return shipping and/or other remedies as required by applicable law.
The specific return instructions and allocation of shipping costs will be communicated when your return is approved.
4. Damaged, Defective or Incorrect Items
Please inspect your order as soon as reasonably possible after delivery.
If you receive an item that is damaged, defective, materially different from its description, or incorrect, please contact us at:
Please provide your order number and, where appropriate, photographs or other information that allows us to assess the issue.
Depending on the circumstances and applicable law, we may offer a repair, replacement, refund, price reduction, or another appropriate remedy.
Nothing in this section limits any mandatory legal rights you may have.
5. Non-Returnable Items
Certain products may not be eligible for voluntary returns where permitted by applicable law, including:
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Perishable goods;
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Products made to the customer's specifications or clearly personalized products;
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Products that cannot be returned for health, hygiene, or safety reasons once unsealed;
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Products that have been materially altered, damaged, or used beyond what is reasonably necessary to inspect them;
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Hazardous materials, flammable liquids, or gases, where applicable;
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Gift cards, where permitted by applicable law;
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Sale or clearance items, where permitted by applicable law.
These exclusions do not apply where applicable consumer law provides a mandatory right of return, refund, cancellation, replacement, repair, or other remedy.
If you are unsure whether your item qualifies for a return, please contact us at:
6. Exchanges
We may offer exchanges depending on product availability.
Where an exchange is not available, the customer may return the original product in accordance with this policy and, once the return has been approved, place a new order for the desired item.
Mandatory statutory remedies for defective, faulty, or non-conforming goods remain unaffected.
7. European Union / European Economic Area — Right of Withdrawal
If you are a consumer located in the European Union or another jurisdiction providing a statutory cooling-off or withdrawal period for online purchases, you may have the right to cancel your purchase within 14 days without giving a reason, subject to the applicable legal exceptions.
For goods, the 14-day period generally begins when you, or a person designated by you other than the carrier, receive the goods.
Where the statutory right of withdrawal applies, you must communicate your decision to withdraw before the applicable deadline.
You may contact us at:
Unless otherwise required by applicable law, you may be responsible for the direct cost of returning goods when exercising a statutory right of withdrawal, provided that you were properly informed of this obligation before purchase.
Where applicable law requires us to reimburse delivery charges or other amounts, we will do so in accordance with that law.
The statutory right of withdrawal does not apply to categories of goods or services for which the law provides an exception.
8. European Union — Legal Guarantee and Conformity Rights
For consumers in the European Union, mandatory consumer protection rights concerning the conformity of goods apply independently of our voluntary 30-day return policy.
Where applicable, defective or non-conforming products may entitle the consumer to remedies such as repair, replacement, price reduction, or reimbursement, in accordance with applicable law.
Our commercial return policy does not reduce or exclude these statutory rights.
9. Other Countries and Regions
Consumer protection laws vary between countries and jurisdictions.
Where the law of the customer's country provides mandatory rights that are more favorable to the customer than the terms of this policy, those mandatory rights will apply to the extent required by law.
Nothing in this policy is intended to exclude, restrict, waive, or limit any consumer right that cannot legally be excluded, restricted, waived, or limited.
10. Refunds
Once we receive and inspect an approved return, we will notify you whether the return has been accepted.
If your refund is approved, we will process the refund to the original payment method, unless another method is required or permitted by applicable law.
We aim to process approved refunds within 10 business days.
The time required for the refund to appear in your bank account, credit card account, or other payment method may vary depending on your payment provider or financial institution.
If you have not received an approved refund within a reasonable period, please contact us at:
11. Partial Refunds
Where permitted by applicable law, a partial refund may be considered where an item is returned with damage, missing components, signs of use beyond what is reasonably necessary to inspect the product, or other reduction in value attributable to the customer's handling.
No deduction will be made where prohibited by applicable consumer law.
12. Late or Missing Refunds
If you have not received an approved refund:
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Check your bank or payment provider account.
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Contact your payment provider or card issuer.
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Allow reasonable processing time for the transaction to appear.
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If the refund still has not appeared, contact us at:
13. Fraudulent, Abusive or Unreasonable Return Requests
We reserve the right to investigate suspected fraudulent, abusive, or repeated misuse of our return procedures, subject to applicable law.
This provision does not affect legitimate statutory consumer rights.
14. International Orders and Dropshipping Fulfillment
Our products may be shipped directly from third-party suppliers, manufacturers, warehouses, or fulfillment partners located in different countries.
As a result, the shipping origin shown on a package may differ from the business or customer-service address associated with your order.
The address appearing on the original package is not automatically an authorized return address.
Customers must contact us at spacevaults@use.starmail.com before returning any product.
Once a return is approved, we will provide the appropriate return address and instructions based on the specific product and order.
Customers are responsible for providing accurate delivery information and complying with applicable import requirements.
For international returns, customs procedures, duties, taxes, and carrier requirements may affect the return process.
Where applicable law requires us to bear particular costs or provide a particular remedy, those legal obligations will prevail.
15. Customs, Duties and Taxes
International orders may be subject to customs duties, import taxes, VAT, or other charges depending on the destination country and applicable law.
Unless otherwise stated at checkout or required by applicable law, such charges may be the responsibility of the customer.
We are not responsible for delays caused by customs authorities, incorrect customer-provided information, or circumstances outside our reasonable control.
Nothing in this section limits any mandatory consumer protection rights applicable to your purchase.
16. Failed or Refused Deliveries
If an order is returned to a carrier, fulfillment partner, supplier, or other third party because the customer provided an incorrect or incomplete address, refused delivery, failed to collect the package, or otherwise caused the delivery to fail, we may contact the customer to determine whether the order can be reshipped or refunded.
Additional shipping or handling costs may apply where permitted by applicable law.
Where the failure is attributable to us, the carrier, or another party for whom we are legally responsible, the customer's statutory rights remain unaffected.
17. Order Cancellation Before Shipment
If you wish to cancel an order before it has been shipped, please contact us as soon as possible at:
We will make reasonable efforts to cancel the order before fulfillment or shipment.
Once an order has entered the fulfillment or shipping process, cancellation may no longer be possible. In such circumstances, the customer may need to follow the applicable return procedure, subject to any statutory cancellation or withdrawal rights.
18. Fraud Prevention and Return Abuse
We reserve the right to review orders and return requests for suspected fraud, abuse, or unlawful activity.
Where permitted by law, we may take reasonable measures to protect our business and customers from fraudulent transactions or systematic abuse of return procedures.
This provision does not restrict any mandatory consumer rights.
19. Limitation of This Policy
This policy is intended to establish our general commercial return and refund procedures worldwide.
However, consumer protection legislation differs between jurisdictions. Nothing in this policy excludes or limits any mandatory right, guarantee, remedy, liability, or protection that applies to a customer under applicable law.
If any provision of this policy is found to be unenforceable or invalid in a particular jurisdiction, that provision shall be interpreted or limited to the minimum extent necessary, while the remaining provisions shall continue to apply to the extent permitted by law.
20. Contact
For all return, refund, exchange, damaged-item, defective-product, cancellation, or order-related questions, please contact:
Email: spacevaults@use.starmail.com
Please include your order number whenever possible so that we can assist you efficiently.
Important: This Return & Refund Policy is intended as a general worldwide commercial policy and does not constitute legal advice. Applicable consumer, tax, privacy, e-commerce, and product laws may vary depending on the countries in which products are sold and customers are located.