Refund policy

Refund & Return Policy

At STARUMI, many of our products are handmade, customized, or produced in limited quantities. Please review all product details carefully before placing your order.

Custom & Handmade Orders
Customized, personalized, handmade, and made-to-order items are final sale once production has started. We do not accept returns, exchanges, or refunds for change of mind, personal preference, or minor handmade variations.

Because each handmade piece is individually crafted, slight differences in crystal placement, color, texture, accessories, or other details may occur. These variations are part of the handmade nature of the product and are not considered defects.

Order Cancellations
If you need to cancel an order, please contact us as soon as possible.

For customized or made-to-order products, cancellations may only be accepted before production begins. Once production has started, the order cannot normally be cancelled or refunded.

Ready-to-ship orders may only be cancelled before they have been shipped.

Damaged, Defective, or Incorrect Items
If your order arrives damaged, defective, incomplete, or different from what you ordered, please contact STARUMI within 48 hours of delivery.

Please provide clear photos or videos showing:

  • the outer packaging;
  • the shipping label;
  • the condition of the product;
  • the specific issue.

We will review the information and work with you on an appropriate solution, which may include replacement parts, repair, replacement, partial refund, or refund depending on the circumstances.

Pre-shipment Confirmation
For many handmade or customized orders, STARUMI may provide photos or videos before shipment for customer confirmation.

Once the customer confirms the item and authorizes shipment, issues that were clearly visible and accepted before shipment will generally not qualify as a defect or significant mismatch.

Return Shipping
If STARUMI approves a return, the return instructions and return address will be provided separately.

Please do not return any product without contacting us first. Unauthorized returns may not be accepted.

Unless the return is caused by an error on our side, return shipping costs are normally the responsibility of the customer.

Lost Packages
If tracking shows that a package has been lost in transit, please contact us and we will work with the shipping carrier to investigate the shipment.

Applicable Consumer Rights
Nothing in this policy is intended to limit any mandatory consumer rights that may apply under the laws of the customer's location.

Contact Us
If you have any questions or concerns about your order, please contact STARUMI before requesting a return or refund. We are happy to review the situation and help find a reasonable solution.