At STARZ-NEXUS CONCEPTS, customer satisfaction is important to us. We aim to provide high-quality African lifestyle fashion and ensure every purchase meets your expectations. This Refund and Return Policy explains how returns, exchanges, and refunds are handled.
1. Eligibility for Returns
You may request a return or exchange if:
- The item delivered is defective or damaged
- You received the wrong size, color, or design
- The product is unused and in its original condition
- The item is returned within 3–7 days of delivery
To be eligible, items must be unworn, unwashed, and with original tags and packaging intact.
2. Non-Returnable Items
The following items are not eligible for return or refund:
- Customized or tailor-made outfits
- Items that have been worn, washed, or altered
- Clearance or final sale items (if applicable)
- Items returned after the allowed return period
3. Refund Process
Once we receive and inspect your returned item:
- You will be notified of approval or rejection of your refund
- Approved refunds will be processed within 3–10 business days
- Refunds will be issued via the original payment method or agreed alternative
Please note that delivery fees are non-refundable unless the error was from our side.
4. Exchange Policy
We offer exchanges for:
- Wrong size
- Defective items
- Incorrect order fulfillment
Exchanges are subject to stock availability. If the requested item is unavailable, you may choose an alternative or request a refund.
5. Return Shipping
Customers are responsible for return shipping costs unless the return is due to:
- Our mistake (wrong or defective item)
- Verified production or packaging error
We recommend using a trackable delivery service to ensure safe return of items.
6. Damaged or Incorrect Items
If you receive a damaged or incorrect item, please contact us within 48 hours of delivery with clear photos as proof. We will prioritize resolving the issue quickly.
7. Refund Denial
Refund requests may be denied if:
- The item is not returned in original condition
- The return request is made after the allowed period
- There is evidence of wear, damage, or misuse
- Required proof of purchase is not provided