Return & Refund Policy

Last updated: June 23, 2026

This Return & Refund Policy explains how returns, refunds, cancellations, defective products, damaged items, incorrect products, and delivery issues are handled by Ilyan AIT SAGHIR EL, entrepreneur individuel, operating under the brand STARLESS (“STARLESS,” “we,” “us,” or “our”).

This policy applies to purchases made through our official website and online store.

Nothing in this policy limits or excludes any mandatory consumer rights you may have under the laws of your country or state of residence.

1. Contact for Return Requests

Before returning any product, you must contact us first at:

Email: hello@getstarless.com

Please include your order number, full name, email address used for the order, and the reason for your request.

Products must not be returned without prior instructions from STARLESS. Returns sent without authorization may be refused or delayed.

2. Return Address

Do not return products directly to the manufacturer, supplier, fulfillment agent, or warehouse unless we specifically instruct you to do so.

The correct return address will be provided after your return request has been reviewed and approved.

Right of Withdrawal

Where applicable under consumer law, you may exercise your right of withdrawal within 14 days from the day after you receive your order.

To exercise your right of withdrawal, please use our online withdrawal form:

Exercise my right of withdrawal: Withdrawal Request – Starless

You do not need to provide a reason. After receiving your withdrawal request, we will send you an acknowledgement by email and provide the next steps where applicable.

You may also notify us using a clear statement such as:
“I wish to withdraw from my purchase contract for the product listed in my order.”

Products must be returned according to the return instructions provided after your request has been reviewed.

For standard return requests, you can access your customer account here: Customer account.

3. Change-of-Mind Returns by Region

European Union Customers

If you are located in the European Union, you have a legal right to withdraw from your purchase within 14 days after receiving the product, without giving a reason.

To exercise this right, you must contact us within 14 days of receiving your order.

The product must then be returned according to the return instructions we provide.

United Kingdom Customers

If you are located in the United Kingdom, you have the right to cancel your order within 14 days after receiving the product, without giving a reason.

After notifying us that you wish to cancel, you then have another 14 days to return the product.

Switzerland Customers

For customers located in Switzerland, change-of-mind returns are accepted only where required by applicable law or where we have expressly approved the return.

Products that are defective, damaged, incorrect, or non-conforming are handled separately under this policy and applicable consumer protection laws.

United States Customers

For customers located in the United States, we do not offer general change-of-mind returns unless required by applicable law.

Returns may be accepted if the product is defective, damaged, incorrect, non-conforming, not delivered, or where required by applicable consumer protection laws.

4. Condition of Returned Products

Returned products must be in their original condition and must include all accessories, manuals, packaging, and proof of purchase.

For change-of-mind returns, the product must not be damaged, heavily used, stained, altered, missing parts, or returned in a condition that prevents resale.

For EU and UK customers, you may inspect the product in the same way you would in a physical store. However, if the product has been handled beyond what is necessary to inspect it, we may reduce the refund to reflect any loss in value, where permitted by applicable law.

For defective, damaged, incorrect, or non-conforming products, this condition does not limit your legal rights.

5. Return Shipping Costs

For change-of-mind returns, the customer is responsible for return shipping costs, unless applicable law requires otherwise.

STARLESS will cover, reimburse, or arrange return shipping only where required by applicable law or where the product is confirmed to be defective, damaged, incorrect, or non-conforming.

We recommend using a tracked shipping method when returning a product. We are not responsible for returns lost in transit unless we arranged the return shipment ourselves.

6. Original Shipping Fees

For EU and UK customers exercising a legal withdrawal or cancellation right, we will refund the product price and the standard delivery cost paid at checkout, where required by applicable law.

If you selected a more expensive delivery option than the standard delivery method, only the standard delivery cost will be refunded where applicable.

For U.S. and Swiss customers, original shipping fees are not refundable for change-of-mind returns unless required by applicable law.

For defective, damaged, incorrect, non-conforming, or non-delivered products, shipping-related remedies will be handled in accordance with applicable consumer protection laws.

7. Refund Process

Refunds are processed after we receive and inspect the returned product.

If the return is approved, the refund will be issued to the original payment method used at checkout.

We do not issue refunds to a different bank account, card, PayPal account, or payment method.

Once a refund has been approved and processed, the time it takes to appear in your account may depend on Shopify, the payment processor, and your bank or card issuer.

8. Defective, Damaged, Incorrect, or Non-Conforming Products

If you receive a defective, damaged, incorrect, or non-conforming product, please contact us as soon as possible at hello@getstarless.com.

Please include:

• your order number;
• a clear description of the issue;
• photos or videos showing the problem, where relevant;
• photos of the packaging if the product arrived damaged.

If the issue is confirmed, we will offer the appropriate solution required by applicable law, which may include a replacement, repair, refund, or other remedy.

This does not limit any legal rights you may have under applicable consumer protection laws.

9. Legal Rights for Defective or Non-Conforming Goods

Customers in certain countries may have statutory rights if a product is defective, not as described, not fit for purpose, or otherwise non-conforming.

For European Union customers, statutory consumer rights may include a legal guarantee for defective or non-conforming goods.

For United Kingdom customers, statutory rights may apply where goods are faulty, not as described, or do not perform as expected.

Nothing in this policy excludes or limits those mandatory legal rights.

10. No Additional Commercial Warranty

STARLESS does not offer any additional commercial warranty beyond the mandatory legal rights that may apply in your country or state of residence.

Any rights you may have under applicable consumer protection laws remain fully applicable.

11. Bundles and Travel Kit Returns

If you purchased a bundle including the STARLESS espresso machine and Travel Kit, the full bundle must be returned together for any approved bundle return.

The Travel Kit includes:

• the cleaning brush;
• the storage bag.

If the machine, cleaning brush, storage bag, or any other included accessory is missing, damaged, heavily used, or not returned in acceptable condition, the refund may be reduced or refused where permitted by applicable law.

12. Free Gifts and Promotional Accessories

If your order included a free gift, promotional accessory, or bonus item, it must be returned with the product if you return the order.

If the gift or promotional accessory is not returned, its value may be deducted from your refund where permitted by applicable law.

13. Incomplete Returns

Products must be returned complete with all original parts and accessories, including but not limited to cables, filters, adapters, cups, manuals, packaging, and any included Travel Kit items where applicable.

If a returned product is incomplete, we may reduce the refund or refuse the return where permitted by applicable law.

14. Used, Dirty, or Damaged Returns

For change-of-mind returns, products must not be returned with excessive signs of use.

Examples of excessive use or damage may include, but are not limited to:

• coffee residue;
• water damage;
• strong odors;
• scratches, dents, or impact marks;
• missing parts or accessories;
• altered, modified, or tampered products;
• damaged packaging that prevents resale.

Where permitted by applicable law, we may reduce the refund to reflect any loss in value or refuse the return if the product cannot be accepted.

15. Order Cancellations

You may request to cancel an order by contacting us at hello@getstarless.com as soon as possible.

Orders can only be cancelled before they have been processed, transmitted to fulfillment, or shipped.

Once an order has been processed or shipped, it cannot usually be cancelled, and you may need to follow the return procedure after delivery.

This does not limit any mandatory cancellation or withdrawal rights you may have under applicable law.

16. Incorrect Address, Failed Delivery, or Unclaimed Parcels

Customers are responsible for providing a complete and accurate shipping address at checkout.

If a parcel cannot be delivered because the address provided was incorrect, incomplete, or inaccessible, or because the customer failed to collect the parcel, additional shipping, handling, return, or reshipment costs may be charged to the customer where permitted by applicable law.

If the parcel is returned to sender, we will review the case and determine whether a reshipment or refund is possible.

17. Refused Parcels

If a customer refuses delivery without prior approval from STARLESS, any return shipping fees, logistics fees, customs fees, handling fees, or losses caused by the refusal may be deducted from any refund where permitted by applicable law.

Refusing delivery is not the same as following the official return process.

18. Lost or Non-Delivered Parcels

If your order has not been delivered, please contact us at hello@getstarless.com.

We may ask you to confirm your shipping address and provide any relevant delivery information.

We will investigate with the carrier or fulfillment partner. If the parcel is confirmed lost or not delivered, we will provide the appropriate remedy required by applicable law, which may include replacement or refund.

19. Parcels Marked as Delivered

If tracking shows that your parcel was delivered but you did not receive it, please contact us as soon as possible.

We may ask you to check the shipping address, mailbox, building entrance, reception desk, neighbors, local collection point, or carrier delivery notice.

We will review the case with the carrier where appropriate. A refund or replacement is not automatic when tracking shows delivery, unless required by applicable law or confirmed by the carrier investigation.

20. Delivery Delays

Estimated delivery times are provided for guidance only and may vary depending on destination, carrier, customs, local delivery conditions, and other factors outside our control.

A delivery delay does not automatically give rise to a refund unless required by applicable law.

If we become aware that an order cannot be shipped within the stated or legally applicable timeframe, we will contact the customer where required and provide the options required by applicable law, which may include waiting for the order or cancelling for a refund.

21. Customs, Taxes, Duties, and Bank Fees

Customs duties, import taxes, VAT, local taxes, currency conversion fees, bank fees, and payment provider fees may apply depending on your country, payment method, and local regulations.

Unless required by applicable law or caused by our error, these fees are not refundable by STARLESS.

22. Exchanges

We do not offer automatic exchanges for change-of-mind returns.

Where a product is defective, damaged, incorrect, or non-conforming, we may offer a replacement, repair, refund, or other remedy in accordance with applicable law.

23. Abuse, Fraud, or Suspicious Claims

We may refuse, limit, or investigate a return, refund, replacement, or support request if we reasonably believe that the request is fraudulent, abusive, misleading, or made in bad faith.

This may include false claims, altered evidence, repeated abusive returns, chargeback abuse, or attempts to return a different product than the one purchased.

Nothing in this section limits any mandatory consumer rights you may have under applicable law.

24. Chargebacks and Payment Disputes

If you have an issue with your order, please contact us first at support@getstarless.com so we can try to resolve the issue.

If a chargeback or payment dispute is opened, we may provide the payment processor, Shopify, card network, or relevant financial institution with order information, tracking information, customer communications, and evidence related to the transaction.

25. Contact Information

For any return, refund, cancellation, or order issue, contact us at:

Ilyan AIT SAGHIR EL, entrepreneur individuel
Brand: STARLESS
Email: hello@getstarless.com