RETURNS & REFUNDS

 

😐 CHANGE-OF-MIND RETURNS – 30-DAY POLICY

We offer change-of-mind returns to provide maximum flexibility when shopping online.

Eligibility Criteria for Change-of-Mind Returns: 

  • Time Limit: The return request must be submitted within 30 days of receiving the item.
  • Condition: Items must be unused, unwashed, and undamaged (in resalable condition).
  • Packaging: Must be returned with all original tags, packaging, and accessories.
  • Proof: Valid Proof of Purchase (Order Number/Receipt) is mandatory.

The following items cannot be returned for Change-of-Mind Returns: 

  • Customized items.
  • Gift cards.
  • Items explicitly marked as "Final Sale" (unless they are faulty under ACL).

Approved returns will be refunded as:

  • Refund to the original payment method, OR
  • Store Credit (if preferred by the customer).

*Important: We are happy to provide you with a prepaid return shipping label via email. Please note that the return shipping cost will be deducted from your refund and applied to your original method of payment after we have received and successfully processed your returned parcel.

 

🛠️ DAMAGED, FAULTY, OR INCORRECT ITEMS (ACL GUIDELINES)

If your item is damaged, faulty, or incorrect, please contact us at support@stargo.com.au or +61 420 309 787 as soon as possible with: a description of the issue, clear photos/videos showing the fault, and your order number.

Based on the Type of Failure: 

  • Major Failure: You have the right to choose a Refund, Replacement, or Store Credit.

  • Minor Failure: We (Stargo) may choose to repair the item, replace it, or provide a refund.

*Note: If the item is found to be faulty under the ACL, return shipping is free of charge.

 

🖥️ HOW TO RETURN ITEMS PURCHASED ONLINE 

  • Contact Us: Email our customer support team at support@stargo.com.au or +61 420 309 787 with your order number and reasons for return.

  • Assessment: Our team will assess your request and provide a Return Authorization (RA) number and detailed return instructions.

  • Secure Packing: Once approved, pack your item securely using the original or equivalent packaging.

  • Shipping Partner: Send the item using one of our approved options: Sendle OR Australia Post (AusPost).

Return Shipping Methods & Notes

  • We will email you a return label and instructions for dropping off at any Australia Post Office or Sendle Collection Point. 

  • Tracking: A tracking number will be provided for all returns.

 

📱PROCESSING TIME & CONTACT

  • Inspection upon arrival at our warehouse - 3 business days 

  • Refund/Replacement to be processed (after inspection) - 7 business days

You will receive an email confirmation once your return has been finalized.

Contact us here: 

  • Email: support@stargo.com.au

  • Phone: +61 420 309 787

  • Business Address: Maribyrnong, Melbourne, VIC, Australia, Victoria. 

 

** This policy is designed to comply fully with the Australian Consumer Law while ensuring a smooth and positive shopping experience for our customers.