Returns & Refunds Policy

At Star Hygiene, we strive to provide quality products and excellent customer service. This policy outlines the circumstances under which products may be returned and refunded.

Change of Mind Returns

We offer a 14-day change-of-mind return period from the date of delivery.

To be eligible for a change-of-mind return, products must:

• Be unused, unopened, and in original resaleable condition.
• Be returned in their original packaging with all components and accessories included.
• Be accompanied by proof of purchase.
• Have a Return Authorisation (RA) number issued by Star Hygiene prior to being returned.

Returns sent without prior approval may be refused and returned to the sender at the customer's expense.

Approved change-of-mind returns will incur a 25% restocking fee. Original shipping, freight, handling, and delivery charges are non-refundable. Customers are responsible for all return freight costs.

Products that have been opened, used, installed, damaged, altered, relabelled, or are otherwise unsuitable for resale may not be eligible for return or refund.

Incorrectly Ordered Products

Customers are responsible for ensuring products ordered are suitable for their intended application.

Returns resulting from incorrect product selection, ordering errors, compatibility issues, or changes in requirements will be treated as change-of-mind returns and will be subject to the conditions outlined above.

Damaged, Faulty or Incorrect Products

Please inspect your order upon delivery.

If your order arrives damaged, contains missing items, or you have received an incorrect product, please notify Star Hygiene as soon as possible, preferably within 48 hours of delivery, so we can investigate and assist promptly.

If a product is found to be faulty, Star Hygiene will provide a remedy in accordance with the Australian Consumer Law.

Where a product has a minor fault, we may choose to repair, replace, or refund the item.

Where a product has a major failure, you may be entitled to choose a replacement or refund in accordance with your rights under the Australian Consumer Law.

Non-Returnable Products

The following products cannot be returned for change-of-mind:

• Custom-made, personalised, or branded products.
• Special-order or non-stocked products sourced specifically for a customer.
• Opened or used hygiene products.
• Sanitary and washroom consumables.
• Fragrances, aerosols, refills, chemicals, and cleaning products.
• Medical waste and sharps disposal products.
• Installed products.
• Clearance, discontinued, run-out, or sale items.
• Gift cards.

This does not affect any rights you may have under the Australian Consumer Law.

Commercial Orders

Orders placed by businesses, government departments, contractors, and commercial account holders may not be cancelled once processing has commenced or products have been ordered from our suppliers.

Special-order and custom products cannot be cancelled once production or procurement has commenced.

Exchanges

We do not offer direct exchanges.

If you require an alternative product, a new order must be placed. Any approved return will be processed separately in accordance with this policy.

Refund Processing

Once returned goods have been received and inspected, we will notify you of the outcome of your return request.

Approved refunds will be processed to the original payment method within 10 business days of approval. Depending on your financial institution, additional processing times may apply.

Star Hygiene reserves the right to withhold refunds until returned goods have been received and inspected.

Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.

Nothing in this Returns & Refunds Policy excludes, restricts, or modifies any rights or remedies you may have under the Australian Consumer Law or any other applicable legislation.