Refund policy

Key Policy Highlights

• Return window: Submit a request within 7 calendar days of delivery (for EU customers: 14 calendar days)
• Refund processing: Refunds are processed within 7 business days after the returned item is received and confirmed
• Contact: service@shop.stylenewstar.com
• Scope: This policy applies to all pre-owned (second-hand) items sold by STYLE NEW STAR

I. Scope and General Principles

All items sold by STYLE NEW STAR are pre-owned (second-hand) products. Before listing, each item is authenticated and evaluated by our team, and we make every effort to clearly describe brand, condition, notable flaws, and included accessories on the product page.

In view of the particular nature of pre-owned items, and except where otherwise required by applicable law, we do not offer unconditional “no reason” returns.

However, in the following circumstances we will provide a return, refund, or other appropriate resolution in accordance with this Policy:

• The item you received does not match your order (wrong item, model, color, size, etc.);
• The item you received is materially inconsistent with the description on the product page (including condition grade, undisclosed major defects, etc.);
• The item was seriously damaged during transportation and cannot be used normally;
• There is a dispute about authenticity, and an independent third-party authentication institution, recognized by both parties, confirms that the item is not genuine.

II. Return Request Time Limits

General Orders (Non-EU Cooling-Off Regions)

For orders delivered outside the EU, if your situation falls under any of the returnable cases listed in Section I, you must submit a return request within 7 calendar days from the date you receive the item, using the contact details set out in this Policy.

Once your request is approved, please ship the return parcel within 7 calendar days from the date of our confirmation email, and provide us with the tracking number. If you fail to ship within this period and do not reach a special agreement with us, your return request may be treated as abandoned.

Orders Delivered to EU Countries

If your order is delivered to an address within an EU member state, you are entitled to a 14-day cooling-off period (see Section IX for details).

For EU orders, the 14-day cooling-off period takes precedence. In the event of any conflict between the 7-day time limit and the 14-day cooling-off period, applicable law and the 14-day cooling-off right shall prevail.

III. Returnable Situations

We will accept returns if any of the following applies, provided that you submit a request within the required time frame and the request is approved after review:

• Wrong item shipped: The brand, model, color, size, or similar key attributes differ clearly from what you ordered.
• Material inconsistency with description: The item’s condition, major flaws, or included accessories differ significantly from the product page description, or there are serious defects that were not reasonably disclosed and that materially affect normal use or your reasonable expectations.
• Damage in transit: The parcel suffers serious damage during transportation, causing the item to be damaged, incomplete, or unusable. Please promptly photograph the outer packaging and item condition after delivery and contact customer service within a reasonable time.
• Authenticity dispute with third-party confirmation of non-genuine: If you have reasonable doubts about authenticity, please contact us as soon as possible and follow our guidance. If an independent third-party authentication institution, agreed upon by both parties, issues a written report confirming the item is not genuine, we will process your return and refund in accordance with this Policy.

IV. Condition Requirements for Returned Items

To protect the rights of other customers and ensure reasonable circulation of pre-owned items, returned products must meet all of the following conditions:

• Condition substantially the same as at delivery: The item must not have been used beyond reasonable try-on/use; no new obvious scratches, stains, wear, or other usage marks should be present. If the item has authenticity stickers, seals, hang tags, or similar identifiers, they should in principle remain intact and unremoved (where applicable).
• All accessories included: You must return all accessories that came with the item, such as dust bags, boxes, manuals, warranty cards, authentication certificates, straps, charms, and other attachments. If important accessories are missing, damaged, or replaced, we may be unable to accept the return or may make a reasonable deduction from the refund amount (subject to consultation with you).
• Proper packaging: Where possible, please retain the original packaging and use adequate additional packaging to protect the item during return shipping, so as to minimize damage in transit.

If an item shows obvious signs of use, strong odors, unauthorized cleaning, modification, repair, or any other condition that may affect resale or authentication, we reserve the right to refuse the return request or handle it at our discretion based on the specific situation.

V. Non-Returnable Situations

Except where otherwise mandated by applicable law or explicitly provided for in this Policy, we generally do not accept returns in the following situations:

• Purely subjective reasons: For example, “no longer like it,” “not as imagined,” changes in personal preference, or differences in subjective perception of color/size where the product description is accurate and there is no significant error.
• Obvious use or alteration: The item shows clear signs of wear or use; has been cleaned, treated, modified, engraved, or repaired in a way that affects its original condition or authentication.
• Destroyed authenticity features: Important authenticity labels, stickers, seals, or special hang tags have been cut, torn, removed, or replaced, making it impossible to re-verify authenticity.
• Late requests or late returns: No return request was submitted within the prescribed period; or the item was not shipped back within the required time after approval and no special arrangement has been agreed with us.
• Specially marked items: Items clearly marked on the product page as “No returns,” “Final Sale,” or “Non-Returnable” are not eligible for return.
• Gift cards / virtual products: Gift cards, store credit, and similar virtual products are not eligible for returns or refunds (unless required by applicable law).

VI. Authenticity Disputes and Third-Party Authentication

STYLE NEW STAR performs internal authentication and review on items offered for sale and endeavours to ensure that products are genuine.

If you have reasonable doubt about authenticity after receiving the item, please contact us as soon as possible using the contact details in this Policy and provide:

• Your order number;
• Clear photos of the item (including close-up details);
• A description of your concerns.

Subject to mutual agreement, an independent third-party authentication institution, recognized by both parties and possessing appropriate qualifications, may be engaged to conduct authentication:

• Please do not remove or damage important authenticity labels or seals before authentication;
• The choice of institution and the authentication process should be confirmed with us in advance as far as possible to avoid unnecessary disputes.

Handling of Authentication Results:

• If the third-party institution issues a written report confirming that the item is not genuine:
  • We will issue a full refund for the relevant order; and
  • We will, in accordance with prior agreement, bear or reimburse reasonable and documented return shipping costs and necessary authentication fees.
• If the third-party institution confirms that the item is genuine:
  • The item will be treated as authentic; and
  • In the absence of any other returnable situation provided under applicable law or this Policy, we will generally not accept further return requests solely on the basis of authenticity dispute.

To ensure fairness and efficiency in the authentication process, we strongly recommend that you contact us before sending the item for third-party authentication so that we can jointly confirm the institution to be used. If you proceed with authentication independently, please provide proof of the institution’s credentials and the full report. We will treat this as an important reference when working with you to reach a resolution.

VII. Return Procedure and Return Address

1. Submitting a Return Request

Please contact us within the applicable time limit using the email address below:

When submitting your request, please include:

• Your order number;
• The reason for return (for example: wrong item, mismatch with description, damage in transit, authenticity dispute, etc.);
• Photos or videos showing the issue (if available).

2. Review and Confirmation

We will review your request within 2 business days and notify you by email whether the return is approved, together with detailed next steps.

3. Return Address

To ensure smooth customs clearance and delivery, the return address will in principle depend on the original shipping warehouse:

• Orders shipped from our China warehouse will generally be returned to our China return center;
• Orders shipped from our Japan warehouse will generally be returned to our Japan return center.
  
  For operational and customs clearance purposes, return parcels may be directed to authorized third-party return facilities in the region of dispatch (e.g., Mainland China or Japan). These return facilities are used solely for logistics handling. Hong Kong Convery Green Limited remains the sole contracting party and merchant of record for all orders placed on this Site.
  

The final return address, recipient information, and any required shipping labels or notations will be provided to you by email after your return request is approved.

Please do not send items back to the original shipping address or any address not confirmed by us. Parcels sent to the wrong address may not be accepted or properly processed.

4. Shipping the Return and Providing Tracking

After you receive our return confirmation and address details, please ship the parcel within 7 calendar days and provide us with the carrier name and tracking number by email so that we can follow up.

VIII. Return Shipping Costs and Restocking Fee

Return Shipping Cost Responsibility

• Returns due to STYLE NEW STAR’s responsibility (such as wrong item, material mismatch with description, damage in transit, or items confirmed as non-genuine through recognized authentication):
  • Within reasonable limits, we will bear or reimburse your return shipping costs; and
  • If you paid outbound shipping fees, we may refund the relevant portion in accordance with the specific situation and legal requirements.
• Returns due to the customer’s personal reasons or other situations agreed by both parties (which do not fall under STYLE NEW STAR’s responsibility as described above):
  • Return shipping costs are generally borne by the customer; and
  • Outbound shipping fees are generally non-refundable, unless otherwise required by law or agreed with you in writing.

Restocking Fee

Unless otherwise clearly indicated on the product page or in specific campaign terms, STYLE NEW STAR does not currently charge any additional restocking fee.

Third-Party Authentication Fees

Third-party authentication fees incurred for the purpose of verifying authenticity should, in principle, be subject to written agreement between you and us before authentication.

If the item is confirmed to be non-genuine, we will, in accordance with our prior agreement, bear or reimburse reasonable and properly documented authentication fees.

IX. 14-Day Cooling-Off Period for EU Orders

If your order is delivered to an address within an EU member state, you are entitled to a 14-day cooling-off right under applicable consumer protection laws:

• You may cancel your order or request a return within 14 calendar days of receiving the item, without giving any reason.
• During this cooling-off period, the item should remain in substantially the same condition as at delivery and meet the condition requirements set out in Section IV.
• In general, return shipping costs during the cooling-off period are borne by you (unless applicable law provides otherwise).
• Once you validly exercise your cooling-off right and the item is returned in acceptable condition, we will refund:
  • The purchase price of the item(s); and
  • The outbound shipping fee corresponding to the “standard delivery method” (if you chose a more expensive shipping method, the extra cost may not be refundable).

If you have any questions about how the cooling-off right applies to your order, please contact us before placing an order or promptly after receiving your item.

X. Refund Method and Timeframe

After we receive and inspect your returned item, we will inform you of the result of the review within 3 business days.

If your return is approved, we will process the refund to your original payment method within 7 business days after confirming that the returned item is correct and in acceptable condition.

The actual time it takes for the refund to appear in your account depends on the processing speed of your bank, card issuer, or payment service provider. This may require several additional business days.

If more than 15 business days have passed since we notified you that the refund has been completed and you still have not received the funds, please contact us at service@shop.stylenewstar.com so that we can help you follow up with the relevant institutions.

XI. Currency and Exchange Rate

For international orders, refunds (where applicable and in accordance with this Return Policy and our Shipping Policy) will be processed in the same currency and amount that you paid at the time of purchase.

Any differences arising from exchange rate fluctuations, bank fees, or payment service charges are determined by your financial institution or payment service provider. STYLE NEW STAR is unable to compensate for or adjust differences caused by currency conversion.