At STELLTHREAD, we are committed to providing high-quality products and satisfactory shopping experience. This Return & Refund Policy clearly defines the return, exchange and refund rules for all purchased products.
Return Eligibility & Time Window
We support 30-day returns for most products. You can apply for a return within 30 calendar days from the date you receive the package. To be eligible for return, the product must be unused, unwashed, undamaged, with all original packaging, labels, tags and accessories intact, and keep the original resalable state. Products damaged by personal use, man-made damage, or missing accessories are not eligible for free return.
Non-Returnable Items
For hygiene and safety reasons, the following categories are not eligible for return or exchange: worn footwear, personal intimate accessories, discounted final sale items, and customized products. The above items are clearly marked on the product detail page.
Return Application Process
1. Contact our customer service via official email within the return period, provide your order number, product name, and return reason, and apply for a return authorization.
2. After we approve your return application, we will send you a return instruction and return address.
3. Please pack the product completely and send it back according to the specified address, and keep the return waybill and logistics tracking information.
4. We will inspect the returned product within 3–5 business days after receiving and verifying the package.
Refund Rules
After the returned product passes our inspection, we will process your refund application in a timely manner. The refund will be returned to your original payment account. The arrival time of the refund depends on the processing cycle of your payment platform, usually 3–10 business days.
Shipping Fee Note: For returns due to personal reasons (dislike, inappropriate size, etc.), the return shipping fee shall be borne by the customer. For returns due to product quality problems, wrong delivery, or our mistakes, we will bear the return shipping fee and provide full refund.
Exchange Service
We support product exchange for size and color (eligible products only). The exchange process follows the return application process. You need to complete the return first, and we will re-deliver the new product for you after the inspection is passed.
Damaged & Defective Products
If you receive damaged, defective, or wrong products, please contact us within 48 hours after receiving the goods and provide real photos or videos of the products. We will verify the situation and provide free return, exchange or full refund solutions for you.