Contents show

Returns & Refund Policy

This Returns and Refund Policy outlines the conditions under which returns or refunds may be accepted for products purchased from NILSTAR.

1. Custom and Bespoke Products

Many of our products are custom-made for hospitality businesses including restaurants, cafes, and hotels. These products may be manufactured according to specific client requirements such as size, fabric, color, or logo application.

Due to the bespoke nature of these products:

Custom-made or personalized items cannot be returned once production has started.
Custom products are generally non-refundable unless a manufacturing defect is present.

2. Damaged or Defective Products

If you receive a product that is damaged or defective, please contact us within 7 days of receiving your order.

We may request supporting information such as photographs of the product and packaging in order to assess the issue.

If the issue is confirmed, we may offer one of the following solutions:

Replacement of the product
Repair where possible
Refund where appropriate

3. Order Cancellations

Orders may only be cancelled before production has started. Once production begins, cancellation may no longer be possible due to the custom nature of the items.

4. Return Shipping

If a return is approved due to a manufacturing defect, NILSTAR will provide instructions regarding the return process. Return shipping arrangements may vary depending on the situation.