Refunds & Returns Policy

Order cancellation

All orders can be cancelled until they are shipped.
If your order has been paid and you need to make a change or cancel an order, you must contact us within 12 hours.
Once the packaging and shipping process has started, it can no longer be cancelled.

Refunds

Your satisfaction is our #1 priority. Therefore, if you’d like a refund you can request one no matter the reason.

If you did not receive or ordered the wrong product within the guaranteed time (60 days, not including 2-5 day processing) you can request a refund or a reshipment.
If you do not want the product you’ve receive you may request a refund however you must return the item at your expense and the item must be unused.

Refunds May Not Be Permitted If

  • Your order did not arrive due to factors within your control (i.e. providing the wrong shipping address)
  • Your order did not arrive due to exceptional circumstances outside the control of the 5starpresent store (i.e. not cleared by customs, delayed by a natural disaster).
  • Other exceptional circumstances outside the control of 5starpresent store.

*You can submit refund requests within 15 days after the guaranteed period for delivery (60 days) has expired.

You can do it by sending us a message on the Contact Us page.

If you are approved for a refund, then it will be processed and a credit will automatically be applied to your credit card or original method of payment, within 14 days.

Exchanges

If for any reason you would like to exchange your product, you must contact us first and we will guide you through the steps.

Please do not send your purchase back to us unless we authorize you to do so.