Last Updated: February 22, 2026
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 and exchange process.
30-Day Easy Return & Exchange
Eligibility Window: All eligible STARHILL electronic candle products may be returned or exchanged within 30 calendar days after delivery. To qualify, all returned items must meet the following conditions:
• Unused and kept in brand-new condition with no excessive operation
• 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 limited bundled sets are final sale and cannot be returned or exchanged.
Return Process
Please complete the official return procedure below. Unauthorized returns will not be accepted:
1. Send an email to service@starhillshop.com with your order number and the email address you used for purchase
2. 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)
3. Our team will review your request and send an official return authorization (RA) number and detailed return instructions within 24–48 hours
4. 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.
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.
Standard Refund Terms
• Original shipping fees are non-refundable
• A standard $8 return shipping fee will be deducted from your refund for regular return orders
• All refunds will be issued to your original payment method
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.
Exchanges
Exchange Window: We offer 30-day exchanges for eligible, unused items for product style or tone replacement to better match your home decor.
• Exchanges are only available for unused, intact products with full original packaging and accessories
• After we receive and inspect your returned item, the new replacement product will be shipped within 1–3 business days
Unified Return & Exchange Fee: A flat $10 shipping and handling fee applies to all customer-initiated returns and exchanges. An additional $5 repackaging handling fee will be charged for incomplete original packaging.
Defective or Incorrect Items
Defective & Wrong Item Policy: If you receive defective, damaged, wrong, or incomplete items, please contact our support team promptly within the required time window:
• Report within 72 hours of delivery
• 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
Non-Returnable Items & Situations
The following items and scenarios are not eligible for return, exchange, 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
Service Hours: Monday–Friday, 10:00 AM–5:00 PM (EST)
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.