Subscription, Pre-Order & Purchase Option Cancellation Policy

Certain products and services offered by Star Hygiene may be available for purchase through subscription programs, pre-orders, managed service arrangements, rental agreements, or other recurring purchasing options. This policy explains how these purchases may be modified, cancelled, or renewed.

Subscriptions

By purchasing a subscription, you authorise Star Hygiene to charge your nominated payment method at the frequency selected during checkout.

Subscriptions may include recurring deliveries of consumables, replacement products, hygiene products, rental equipment, managed services, maintenance programs, or other ongoing supply arrangements.

Subscription Renewals

Unless otherwise stated, subscriptions automatically renew at the end of each billing cycle until cancelled by the customer or terminated by Star Hygiene.

Subscription Pricing

Star Hygiene reserves the right to adjust subscription pricing from time to time. Customers will be provided reasonable notice of any price changes prior to the next billing cycle.

Cancelling a Subscription

Subscriptions may be cancelled at any time through your customer account or by contacting Star Hygiene.

Cancellation requests must be received at least seven (7) days prior to the next scheduled billing date to prevent further charges.

Orders that have already been processed, packed, dispatched, booked for service, or are in transit cannot be cancelled and will remain payable.

Failed Payments

If a recurring payment cannot be processed, Star Hygiene may suspend future deliveries, services, or subscription benefits until payment is successfully received.

Fixed-Term Service Agreements

Where a subscription forms part of a fixed-term service agreement, rental agreement, promotional offer, or managed service contract, cancellation may be subject to minimum contract terms, early termination charges, equipment recovery costs, or other fees specified in the applicable agreement.

Refunds

Subscription charges already processed are non-refundable except where required under Australian Consumer Law.

Please refer to our Returns & Refunds Policy for further details.

Pre-Orders

A pre-order allows customers to reserve products that are out of stock, awaiting manufacture, being imported, or scheduled for future release.

Deposits and Payments

Star Hygiene may require either full payment or a deposit at the time of ordering.

Where a deposit is paid, the remaining balance may be charged prior to dispatch.

Cancellation of Pre-Orders

Standard stocked products may be cancelled prior to dispatch.

Special-order, custom-made, branded, personalised, imported, non-stocked, supplier-sourced, or made-to-order products cannot be cancelled once procurement, manufacturing, importation, or ordering has commenced.

Deposits paid on special-order products are non-refundable and may be retained by Star Hygiene to recover costs incurred.

Where Star Hygiene has incurred administrative, supplier, freight, procurement, or processing costs prior to cancellation, a cancellation fee of up to 25% of the order value may apply.

Delivery Dates

Any delivery dates provided are estimates only.

Star Hygiene is not responsible for delays arising from supplier lead times, freight delays, customs clearance, manufacturing schedules, stock shortages, weather events, industrial action, or circumstances beyond our reasonable control.

Trial, Evaluation and Demonstration Programs

Where Star Hygiene offers a trial, evaluation, demonstration, or "Try Before You Buy" program, participation is subject to the specific terms advised at the time of supply.

Payment Authorisation

Customers authorise Star Hygiene to place a pre-authorisation hold on a nominated payment method before products are supplied.

Return Requirements

Trial products must be returned before the end of the specified evaluation period and must be:

• Returned complete with all supplied accessories and components.
• Returned in reasonable condition, allowing for normal inspection and evaluation.
• Suitable for resale, refurbishment, or continued use.

Unless otherwise agreed, customers are responsible for all return freight costs.

Failure to Return

Where trial products are not returned within the agreed period, Star Hygiene may charge the customer's nominated payment method for the full purchase price, replacement value, rental charges, service fees, freight charges, or other applicable costs.

Damaged or Missing Products

Customers may be charged for products returned damaged, incomplete, excessively worn, lost, destroyed, or otherwise unsuitable for resale or reuse.

Australian Consumer Law

Nothing in this policy excludes, restricts, or modifies any rights or remedies available under the Australian Consumer Law.

Where goods or services fail to meet a consumer guarantee under Australian Consumer Law, customers may be entitled to a repair, replacement, refund, or other remedy as provided by law.