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Replacement & Refund Policy

To all our wonderful customers, thank you for shopping with us. Should for any reason you're not completely satisfied with your purchase, please contact support@vistastars.com for further instructions. See more information below about our replacement and refund options and how to initiate a claim.

I. Modification/Cancellation policy

Your order is only eligible to be canceled and modified within the first 2 hours of placing the order and a management and processing fee (8% of your total order value) will be applied for the cancelation. After that time, the order is locked for processing and no information including product or shipping address details can be modified/canceled.

If you want to place any request, please fill in this form: Order Modification/Cancellation, our customer support team will be happy to assist you.

NOTE:

– Please keep in mind that purchasing means accepting all the terms mentioned above.

– PayPal is the ONLY transaction means available for extra payment requests. If you do not have a PayPal account, please contact support@vistastars.com for further instructions.

II. Damaged or Faulty items

1. Timeframe

Please keep in mind that:

  • Our policy lasts 30 days for replacement/refund requests only. If 30 days have gone by since your purchase, unfortunately, we can’t offer you a replacement or refund.
  • We do not have policies regarding the return of an item. For a refund or replacement, you do not need to return the defective item you received.

2. Eligibility

Due to hygiene reasons and the fact that our products are made-to-order and/or customized,we do not exchange or refund items unless an item you received has a major problem.  This is when the item is:

  • Significantly different from the description or sample shown to you;
  • Damaged due to the fault of our factory or the carrier;
  • Not what you ordered;

Please be informed that our products are made-to-order and/or customized, manufactured under market demand; thus, they are not always available items. Also, advertised images may be slightly different from actual items in terms of color due to the lighting during photo shooting or the monitor’s display. Hence, please allow the 20% difference between advertised images and the actual item you received.

3. What is Needed to File a Claim

To start the complaint process, please send us an email to support@vistastars.com and include the following information(this is must):

  • Order Number
  • Description of the issue
  • Any defects or errors on our part, please include product photos that clearly show the extent of damage to the product on allsides
  • Regarding to the sizing issue, please include a measuring tape, stick, or ruler in the photographs of affected garments.
  • If your items are missing, please provide us photos that clearly show the outer packaging, including the shipping label.

Our Customer Support team will review the photos/videos of the defective item you’ve sent. If your item is eligible, we will send you a replacement product without additional cost. In the rare case that sending a replacement item is not practical, we will reimburse you the full cost of the eligible product (including shipping costs).

4. Note

We typically DO NOT accept refunds or replacements due to customer's mistakes such as:

  • Incorrect selection of sizes, designs, colors, etc.
  • Failing to preview the design carefully to see if it's well set (as most of our printing files are automatically generated exactly as the preview on our website).

Thus, pleasereview your order carefully before you check out to ensure your order is correct.

 

III. Lost/ Missing items

  • Please be reminded thatIf your order hasn’t arrived within 45 business days of the date of original purchase, please contact our support team for a replacement/refund request only. If 45 days have gone by since your purchase, unfortunately, we can’t offer you a replacement or refund since we no longer can track your order.
  • If your order hasn’t been updated for more than10 business days (domestic orders and standard shipping) and more than 20 business days (international orders), you do have the right to request a replacement or refund for that order. To file a claim, please send us an email to support@vistastars.com
  • Note: We typically DO NOT accept refunds or replacements due to customers’ mistakes such as providing an incorrect or incomplete address. So please check your address carefully before you check out.

 

IV. Replacement/ Refund process

  • As our products are made to order and/or personalized, we don’t accept return items, you can donate, keep or dispose of them at your convenience. Your replacement follows the same timeframe as the normal order. You can check the shipping policy here
  • Regarding the refund, you will receive a refund confirmation when we finish the process. After that, please kindly wait for about 5 - 7 working days to get your money back into your account (depending on various banks).

Please keep in mind that placing an order means accepting all the terms mentioned above.