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Returns & Refund

At Fibre Star we want our customers to be completely satisfied with their purchases. We recommend you read our Returns Policy prior to making a purchase from our website, so you are familiar with our policy on refunds, returns and repairs and your legal rights and remedies. We also recommend you immediately inspect any goods that we deliver to you or that you collect from one of our stores, to ensure you are completely satisfied with the goods, including that the goods are of acceptable quality, and match the description we have provided to you. If you have any questions about this policy, please contact our customer service team. This Returns Policy only applies where you make a purchase online from our website.

What is the returns process?

  1. Returns must be done within Thirty (30) working days starting from the day the goods are delivered to you. You may return your order (or items) for any of the following reasons:
  • You received the wrong item in your package or the item has a manufacturing defect (excluding goods marked as display set items or clearance goods).
  1. The general requirements for returns are as follows:
  • You have proof of purchase (order invoice number and receipt).
  • The goods which you wish to return must be in their original unmarked and undamaged packaging and in ‘as new’ and saleable condition free of any damage whatsoever.
  • Products that are stained or damaged to the extent that it is not in saleable condition, will not be eligible for a return or refund.
  • The returned Product must be packed securely using the original plastic, packaging or alike to prevent dirt and/or damage during transportation. Failure to do so will result in a 15-30% refund reduction should the Product be damaged during transport.
  • If the products are used for purposes other than its intended purpose, the products will not be eligible for a return. Purchasing the Fibre Star Product for reasons including, but not limited to the activities below, will void your return eligibility: i. Photoshoots ii. Reselling iii. Display for showrooms In all matters relating to the determination of reasons other than its intended purpose, the decisions of Fibre Star will be final.
  • Products that have stains (including but not limited to visible signs of wear and tear, including rips, tears, or normal soiling) or damages caused by improper use, cleaning, maintenance, treatment, storage, transportation or otherwise will void your return eligibility.
  • Stains or damages caused by or related to these materials will void your return eligibility: I. inks, nail polish, cosmetics, bleach, grease (both food/non-food related), corrosive, alcohol, dyes, or solvents ii. burns or fire, natural disaster, flood, theft, vandalism, or any other loss iii. structural problems or any appliance/mattress malfunctions iv. more than 900 ml of liquids
  • Alterations or modifications, tampering, cutting, or where the product is used in an abnormal manner and not for its intended purpose will void your return eligibility.
  1. Under what conditions is/are the product non-returnable:
  • Customised/made-to-order goods, special order items, bed linen, mattresses, beds, divans, assembled furniture cannot be refunded or exchanged. If delivery has taken place, the refund will exclude delivery charges paid. 
  • Display unit, auction items and clearance goods are strictly non-refundable. You are required to make a complete inspection to assess the item before purchasing. These items are sold on “as is, where is” basis.
  • Items that have been purchased for more than 30 days.
  • The item was purchased for someone else who simply does not want it.
  • The item has no defects. You’ve changed you’re mind because of wrong selection, colour, size, model or specification, product not meeting expectation; or simply found it cheaper elsewhere. 
  • Defaulted on payment for item.
  1. If your return meets all the requirements above and you wish to proceed with the return, please have your order invoice number ready and simply contact our Customer Service Team.
  2. Our customer service team will verify the return reason and arrange a return pick-up for you. Our courier company will pick up the package at the time specified by you. We will conduct an evaluation within seven (7) days starting from the day we received your returned items. You will receive an email confirmation once the returned item is received from our end.
  3. If your return is valid, we will process your refund or replacement, based on what you have indicated to our Customer Service Team. If it’s valid, we will reimburse you with a refund through the same mode of payment that was made in the original purchase.
  4. If your return is not valid, we will notify you and arrange the items to be returned. For the items to be returned, a delivery fee will be chargeable. We reserve the right to reject any return, exchange, refund deemed unfit or unreasonable.

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Monday to Friday
8 a.m. to 6 p.m.
*Except Public Holiday