We want you to love your STARHILL flameless candle collections. If you are not fully satisfied with your purchase, our support team will assist you with a simple, transparent return process.
30-Day Easy Return
Eligibility Window: All eligible STARHILL electronic candle products may be returned within 30 calendar days after delivery. To qualify, all returned items must meet the following conditions:
- Tested for functionality but not used for actual decoration or daily lighting; kept in brand-new condition
- Free from scratches, stains, damage, or manual modification
- Complete with original packaging, user manuals, accessories, remote control, charging cables and tags
- Resellable condition after inspection
Final Sale Policy: Clearance discounted items, custom products, and bundled promotional sets are final sale and cannot be returned.
About Exchanges
We do not offer direct exchanges. If you would like a different product, style, or tone, simply return your original order for a refund and place a new order for the desired item.
If you received a defective, damaged, wrong, or incomplete item due to our error and would like a replacement, please contact our support team directly — we will work with you to provide a satisfactory solution at no cost to you.
Return Process
Please complete the official return procedure below. Unauthorized returns will not be accepted:
- Send an email to service@starhillshop.com with your order number and the email address you used for purchase
- If required, provide clear photos or a short unboxing video showing: full product appearance, complete packaging, original accessories, and any defects or issues (if applicable)
- Our team will review your request and send an official return authorization (RA) number and detailed return instructions within 24–48 hours
- Pack the items securely with all original parts and drop off the package with the designated carrier
Important Note: Do not ship any items back without official return authorization. All unauthorized, unapproved returns will be rejected and non-refundable.
Return Shipping Costs
Who pays for return shipping depends on the reason for the return:
Customer-Initiated Returns (Buyer's Reason)
If you are returning an item for personal reasons — such as changed mind, not satisfied with the style or tone, ordered by mistake, or no longer needed — you are responsible for all return shipping costs. Return shipping fees are non-refundable.
Our Error (Seller's Reason)
If the return is caused by our error — including defective products, damaged items during transit, wrong items shipped, or incomplete orders — we cover all return shipping costs and you will not pay any fees. We will provide a prepaid return label or reimburse your shipping cost.
Refunds
Refund Processing Time: Once our warehouse receives and inspects your returned items, all valid refunds will be processed within 5–7 business days to your original payment method.
Please note that the actual time for the refund to appear in your account depends on your payment provider, which may take an additional 3–10 business days.
Standard Refund Terms:
- Original shipping fees are non-refundable for customer-initiated returns
- All refunds will be issued to your original payment method
- For returns due to our error, you will receive a full refund including original shipping fees
Additional Handling Fee
STARHILL electronic candles (plastic and paraffin wax versions) require intact original packaging for valid returns. Incomplete packaging or improper shipping protection may cause surface scratches, shell deformation, or accessory loss during transit.
Handling Fee Rule: If items are returned without complete original packaging, missing accessories, or with transit damage caused by poor packing, a $5 handling fee will be deducted from the refund to cover inspection, maintenance, repackaging, and restocking costs.
This fee does not apply to returns caused by our error (defective, damaged, or wrong items).
Defective or Incorrect Items
If you receive defective, damaged, wrong, or incomplete items, please contact our support team promptly:
- Report within 72 hours of delivery for free return shipping coverage
- Submit evidence: Send detailed product defect photos or videos to service@starhillshop.com
- Complimentary solution: We will validate your case and offer a free replacement or full refund with no extra fees
Reports submitted after 72 hours but within the 30-day return window are still eligible for return, but return shipping will follow the standard customer-responsible policy unless we determine the issue is clearly a product defect.
Non-Returnable Items & Situations
The following items and scenarios are not eligible for return or refund:
- Used, scratched, damaged, or manually modified electronic candles
- Products with missing original packaging, tags, remote controls, charging cables or other accessories
- Return requests submitted after the 30-day return window
- Final sale clearance items, bundled promotional sets, and customized products
- Gift cards
- Damage caused by improper use, water intrusion, self-disassembly, or artificial destruction
Questions?
Customer Support
- Contact Email: service@starhillshop.com
During peak seasons, response time may extend to 24–48 hours. All inquiries are processed in received order, and we will resolve your issues as quickly and professionally as possible.