Customer Care · Returns · Refunds
Refund & Returns Policy
We want you to understand the options available if an order does not go as expected. Please review these terms before purchasing and contact our team if you need clarification.
1. Overview
InsolStar aims to handle refund and return requests fairly and clearly. Refund eligibility depends on the reason for the request, the product condition, the order status, the terms confirmed at checkout or in your order documents, and any consumer-protection laws that apply to your purchase.
2. Refund eligibility
You may contact us to request a refund review if:
- the item arrives damaged, defective, or materially different from the item confirmed in your order;
- the wrong item or an incomplete order is delivered;
- your order has not shipped and you request cancellation, subject to the order terms; or
- another refund reason is covered by the terms agreed for your purchase or by applicable law.
For a change of mind, buyer’s remorse, or an item that is no longer wanted, refunds are not automatic. Contact us to confirm whether the item is eligible for return and whether any return shipping, handling, or restocking costs apply.
3. Damaged, defective, missing, or incorrect items
Please contact us as soon as reasonably possible after delivery if your order arrives damaged, appears defective, is missing parts, or does not match your order. Include your order number, a description of the issue, and clear photos or video of the item, packaging, and shipping label where relevant. Keep the packaging and all included parts until we respond.
After reviewing the information, we may offer an appropriate remedy, which may include replacement parts, repair, replacement, return, or refund, depending on the circumstances and applicable law. Please do not attempt repairs or dispose of the item before we advise you on next steps.
4. How to request a refund
- Contact us by email or WhatsApp using the details below.
- Provide your order number, name used for the order, delivery country, and reason for the request.
- Attach photos or video if the request concerns damage, a defect, missing components, or an incorrect item.
- Wait for our team to confirm eligibility and provide instructions before returning anything.
We may ask for additional information reasonably needed to verify the order and assess the request.
5. Return conditions
Where a return is approved, we will confirm the return destination, packaging requirements, shipping arrangements, and any applicable costs before you send the item. Unless we confirm otherwise in writing or the law requires otherwise:
- return the item with its included accessories, parts, and documentation;
- package it securely to reduce the risk of transit damage;
- use a trackable shipping service and retain proof of shipment; and
- do not send returns to an address shown on a parcel or website without our written confirmation.
Large vehicles and factory-direct orders may require special collection or freight arrangements. Please obtain written instructions before arranging transport.
6. Order cancellations
If you want to cancel an order, contact us as soon as possible. We will confirm whether the order can be cancelled based on its processing, dispatch, and customization status. Orders that have shipped, been specially configured, or entered production may not be cancellable without costs, subject to applicable law and the terms agreed for the order.
7. Refund approval and processing
If a refund is approved, we will confirm the amount and method with you. Where possible, refunds will be issued to the original payment method. The time it takes for funds to appear depends on the payment provider, bank, and payment method. We will advise you if further steps are needed.
Shipping fees, customs duties, import taxes, bank fees, and other third-party charges may be treated differently depending on the reason for the refund, the order terms, and applicable law. We will explain any deductions or exclusions before finalizing a refund where practicable.
8. Exceptions and statutory rights
Products damaged after delivery due to misuse, accidents, unauthorized modifications, improper storage, or ordinary wear may not qualify for a refund under this policy. This does not limit any rights you may have under mandatory consumer-protection law.
Nothing in this policy is intended to exclude or limit rights that cannot legally be excluded or limited in your jurisdiction. Where a specific written order agreement or applicable law provides different terms, those terms may apply.
9. Contact us
For refund, return, or cancellation requests, contact InsolStar and include your order number so we can assist you.
This policy should be read together with any product-specific terms, warranty information, and order confirmation supplied to you.