Thank you for shopping with STELLAQUEST ENTERPRISE LIMITED. We hope you are satisfied with your purchase. If you are not fully satisfied, we are happy to assist you with returns or exchanges under the conditions outlined below.
1. Return Eligibility
To be eligible for a return, the following conditions must be met:
- Items must be returned within 14 days from the date of delivery.
- Products must be unused, in their original packaging, and in resalable condition.
- Due to hygiene and safety reasons, wigs and similar items that have been opened or used are non-returnable unless they are defective or damaged upon arrival.
- All return requests must be accompanied by a proof of purchase (order number or receipt).
2. Defective or Damaged Items
If your item is defective or damaged upon receipt, please contact us within 7 days of delivery. We will arrange for a return or exchange, and we will cover any return shipping fees for defective products. Please provide clear photographs of the damaged or defective item when contacting us.
3. How to Return an Item
To initiate a return, please follow these steps:
- Contact our customer service team at [email protected] to request a return authorization.
- Include your order number, the reason for the return, and any relevant photos (if applicable).
- Once your return is authorized, we will provide instructions on how to send the item back to us.
- Pack the item securely in its original packaging to prevent any damage during return shipping.
Please note that return shipping costs are the responsibility of the customer unless the return is due to an error on our part or a defective item.
4. Refunds and Exchanges
Once we receive your returned item and confirm its condition, we will process your refund or exchange:
- Refunds will be issued to the original payment method. Please allow up to 10 business days for the refund to appear in your account, depending on your payment provider.
- Exchanges will be processed once we receive the returned item and confirm it meets our return requirements. We will send the replacement item as soon as possible, depending on stock availability.
Please note that we can only process exchanges for the same item in a different color or size, subject to availability.
5. Non-Returnable Items
The following items cannot be returned or exchanged:
- Wigs or hairpieces that have been opened or used, due to hygiene concerns.
- Gift cards or items marked as “final sale.”
6. Late Returns
We do not accept returns outside of the 14-day return window. Any items received after this period will be returned to you.