Refund policy

Returns, warranty and order cancellations

Last updated: 26 September 2026

How long do I have to return a product?

Starlit.ch voluntarily offers the option to request a return within 14 calendar days of delivery.

The delivery date shown by the carrier or in the shipment tracking is used to calculate this period.

How do I request a return?

Sign in to your account at https://starlit.ch/account.
Open your orders section.
Select the relevant order and product.
State the reason for the return.
Submit the request and wait for instructions from Starlit.ch.

If you cannot submit the request through your account, email info@starlit.ch, stating your order number and the product concerned.

Do not send the product back until you have received authorisation and the correct return address. The return address may vary depending on the product and the warehouse it came from.

What condition must the product be in?

For a change-of-mind return, the product must be:

undamaged and complete;
unused, unworn and unwashed;
supplied with its original tags, accessories, manuals and components;
returned in its intact original packaging;
adequately packed for shipping.

Original boxes, including those for shoes and electronic devices, must not be used directly as shipping packaging or damaged by adhesive tape, writing or labels.

How much does a return cost?

For a change-of-mind return, the customer normally pays the return shipping costs.

Starlit.ch covers the necessary return costs when:

a product different from the one ordered was delivered;
the product arrived damaged or incomplete;
the product has a confirmed defect;
essential information published on the website was incorrect.

Starlit.ch does not charge a fixed return handling fee. If the product has been used, damaged, returned incomplete or has lost value, the refund may be reduced proportionately or the return may be refused.

Which products cannot be returned?

A change-of-mind return is normally unavailable for:

personalised products;
items damaged by the customer;
incomplete products or products missing accessories;
software licences, digital content or codes that have already been activated;
opened consumable products;
sealed items that cannot be returned after opening for hygiene or health reasons;
products that deteriorate quickly;
items expressly identified as non-returnable before purchase.

These exclusions do not apply when the product received is defective, damaged or different from the one ordered.

What should I do if the product is defective or incorrect?

Please provide:

your order number;
the product concerned;
a description of the problem;
photographs of the product, packaging and shipping label.

Visible damage, missing items or incorrect deliveries should be reported as soon as possible, preferably within 5 days of delivery. Defects that are not immediately apparent must be reported as soon as they are discovered.

These recommended time frames allow faster handling and do not limit mandatory statutory warranty rights.

How are warranty claims handled?

New products are covered by the statutory warranty under Swiss law, normally two years from delivery.

Depending on the issue and product, Starlit.ch may arrange:

repair;
full or partial replacement;
delivery of missing parts;
a price reduction;
a refund.

The warranty does not normally cover damage caused by misuse, drops, impacts, moisture, unauthorised modifications, normal wear or the use of incompatible accessories.

Before returning a phone, computer or other device containing personal data, the customer must make a backup and, where possible, remove accounts, passwords and personal data.

Can I cancel an order?

You may request cancellation while the order has not yet been shipped or finally processed by the supplier.

You can submit the request through your account at https://starlit.ch/account or by emailing info@starlit.ch.

Cancellation is not automatic. Starlit.ch must first check with the supplier or logistics partner whether the order can still be stopped. Cancellation is valid only after our written confirmation.

If the order has already been shipped, you may request a return after delivery, subject to the conditions stated on this page.

When will I receive my refund?

After the product has been received and checked, the refund is normally issued within 10 working days to the same payment method used for the purchase.

For a change-of-mind return, original shipping costs and return shipping costs are normally not refunded.

Credit for use on Starlit.ch is issued only if the customer chooses or accepts it.