Returns and cancellation

Our promise

We give you thirty days from the day the parcel arrives to change your mind. This is our promise, not a legal requirement — Hong Kong law does not give online buyers a cooling-off period, and no page on this site pretends otherwise.

Tell us within those thirty days, using the form below or by writing to support@starlivehk.com. Then send the piece back within fourteen days of telling us. Once it reaches us we refund the price of the piece and the original outbound shipping to the payment method you used, within fourteen days.

If you live in the EU, the UK, Norway or the EEA

If you live in the European Union, the United Kingdom, Norway, or any other country whose law gives you a statutory right to cancel a distance purchase, that right applies to you as well, and nothing on this page reduces it. Where our promise and your right to cancel under that law differ, you get whichever is better for you.

In practice, the statutory period in those countries is fourteen days from delivery and ours is thirty, so ours is usually the better of the two on time. Where the statutory rules are better on something else — how a refund is calculated, or what evidence you have to give — the statutory rules govern. The mandatory consumer-protection rules of your country of residence continue to apply to you whatever this page says.

You do not have to use our form. A clear statement by any means, sent within the period, takes effect on the day you send it.

What we ask

Because every piece is one piece, send it back in the condition it arrived, in its packaging. We do not ask for it to be unused — take it home, put it on the shelf, live with it for a week — but a piece that comes back crushed, wet, or with a strand pulled out is not the piece we sent.

We will not deduct anything for the deviations we published. Those were on the page when you bought it. A piece that measures what its page said it measures is exactly what you ordered, and if you have decided you do not want it that is a change of mind, not a fault.

Where the law of your country allows a deduction for handling beyond what is needed to establish the nature and characteristics of the goods, we will apply that only where there is real, described damage, and we will tell you what it is and what we are deducting before we deduct it.

Who pays the carriage

• Changed your mind. You pay to send it back. We refund the price of the piece and the outbound shipping you originally paid.
• It arrived damaged, or it is not what the page described. We pay both ways, and you choose between a refund and — where the piece is one of a pair with the same drawing — its counterpart.
• A border agency refused a plant-fibre parcel for a destination this site said we send to. We refund the price of the piece in full. See quarantine.

Import duty or tax you have already paid to your own authority is not ours to refund. Most countries have a procedure for reclaiming it on a returned import; your customs authority can tell you what it is.

Your rights under Hong Kong law

Under the Sale of Goods Ordinance (Cap. 26), goods we sell must match the description we gave them, be of merchantable quality, and be fit for any particular purpose you told us about before buying.

The published deviations are part of the description. A piece that arrives matching its published measurements is as described. A piece with damage we did not publish is not.

Under the Control of Exemption Clauses Ordinance (Cap. 71), we cannot exclude those obligations when selling to a consumer, and nothing on this site tries to. There is no clause anywhere on this site making a sale final, refusing returns, or limiting what the Ordinance gives you.

What happens to a returned piece

It goes back on the shelf under its original number, with its original published measurements — we do not re-measure it to make it look better — and the page says it has been sold once and returned. The number is never reused on a different object.

Care items

The eight care and repair items are restocked goods rather than one-of-one pieces and the same thirty days apply, with one limit: for reasons of health protection the wax and the mould wipe can only be taken back unopened, once their seal is broken. Everything else in that line comes back on the same terms as a piece.

If we cannot agree

Write to us first at support@starlivehk.com.

If we cannot resolve it and you are in Hong Kong, the Consumer Council offers a free complaint and conciliation service. The Consumer Council is not a regulator and cannot make binding decisions. For claims up to HK$75,000 you may also use the Small Claims Tribunal, which is designed to be used without a lawyer.

If you live outside Hong Kong, you can contact the consumer advice body in your own country, and the mandatory consumer-protection rules of your country of residence continue to apply to you.

Cancellation form

Fill this in and send it, or write to us in your own words. Either works.