Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us & our staff confirm your return is accepted, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

Please note that all shipping costs associated will be at the expense of the buyer.

The product must be returned in perfect condition and original packaging in order for a refund to be eligible. A stock fee of $18 will be accounted for if the packaging is not in selling conditions.

Some of our products are extremely fragile and need to be packaged well to sustain rough handling. New Star Australia will not refund any items that are returned to us damaged

You can always contact us for any return question at info@newstaraus.com.au

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

If the product is damaged, we will happily replace the product for you if it is in stock, otherwise the total amount will be refunded.

Broken items or missing parts must be reported to us within 14 days of delivery accompanied with any photo and video evidence or we are unable to claim against the shipping carrier.

New Star Australia will not bear the cost of return shipping unless the item is damaged or you have been sent the wrong product.

New Star Australia cannot accept any liability for lost or missing goods returned by unregistered post.

Please allow up to 5 - 7 business days for the return to be assessed before a refund can be processed

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.