We hope you will be very happy with your order, however, if for any reason you are not satisfied with the products or there are some accidental errors, we try our best to solve the problem as soon as possible.
If you are eligible for a refund, we will refund you back to the method of payment you used when you originally paid for your order. The refund amount will be the total amount you have paid for the particular order or a fraction of this, depending on the nature of the fault at hand.
Please note: it is your responsibility to advise us of any changes to your PayPal email address. Refunds can take up to 10 working days to process.
If you receive goods that are faulty or incomplete or damaged on arrival, you must notify us within 48 hours of receipt of the item in writing (by e-mail or by using the Contact page on the website).
We do not cover faults caused by accident, neglect, misuse or normal wear and tear. Consumable items will be replaced if found to be inoperative on delivery, consumable items are not covered for replacement during ‘normal’ use.
Please contact us via email at firstname.lastname@example.org describing the type and extent of the fault and we will advise you how to proceed.
We will check the faulty products. If the fault is verified, we will replace the item within 5 working days at no additional cost to you and you will be refunded for any reasonable carriage costs incurred by the return. If, for any reason, we are unable to replace the item (for example, due to discontinuation of a product), you will be offered a choice of a substitute alternative product or a refund for the faulty item.
Wrong Item(s) Delivered.
If, by mistake we supply you with an incorrect item, you must notify us within 30 days. If you wish to return the item for replacement it must be in lines with our Returns Procedure. Depending on the value of the item the customer is free to keep the item if they are happy with it, and any refund for a difference in value will be issued, if the item is of higher value than the original item paid for a PayPal request will be sent for the difference.
If the projected reasonable carriage costs for an item to be returned exceeds the value of the item, we will ask for photographic evidence that the item is incorrect, the end customer is then free to dispose of the incorrect item in the manner most convenient to themselves.
Item(s) Not Required
If you wish to return an unwanted item, you must notify us in writing (by e-mail or by using the Contact page on the website) within 14 days of receipt of the item. A refund will be credited back to your original method of payment within 30 days of you notifying us of the cancellation.
The item should be returned to us in line with our returns instructions within 28 days of you notifying us. You will be responsible for returning the goods at your own cost, and they should be returned in their original packaging and ‘as new’.
This condition does not apply to perishable (those items supplied with a printed Use By date) items, unless previously agreed in writing with Ten Star Store Limited.
Non-Delivery of Item(s).
Please allow 5 working days from dispatch for the delivery of ordered items. If the items are still not delivered after this time, please contact us email or the ‘contact’ form on the website. Please provide us with the original order number as reference.
We will then investigate the non-delivery with the relevant delivery service provider used for the order and offer you a replacement order to be sent out or a full refund for the undelivered goods.
Please note, as stated above, in the event of an item arriving damaged contact must be made to us in writing and we will advise whether a return is necessary. We request photographic evidence of all damages wherever possible, rather than a return.
If the goods you have returned are found not to be faulty or damaged, you will be notified in writing. You will receive a refund or an offer of a replacement for the original goods, however we will ask you to cover the delivery charges, and no return delivery charges will be refunded.
If the damage is verified, we will replace the item within 3 working days at no additional cost to you and you will be refunded for any reasonable carriage charge incurred by the return.
All products have a 24 month manufacturer’s warranty for personal and 12 month warranty for professional use from the date the goods were delivered (unless otherwise stated and excluding consumables). This warranty does not affect your statutory rights as a consumer.
Please note, the warranty does not cover you for any defects in the goods arising from fair wear and tear, wilful damage, accident, negligence by you or any third party, use otherwise than in accordance with its intended use. Consumable items are covered for physical defects in accordance with the terms above. Consumable items are not covered for replacement during ‘normal’ use.