Refund policy

We want you to feel confident when shopping with us. If something isn’t right, we’re here to help.

🕒 14-Day Return & Satisfaction Guarantee

Even though the store is operated by a private individual, we choose to offer our customers a 14-day return and satisfaction guarantee. You may cancel your purchase and return your item within 14 days after receiving it, without providing a reason.

To start a return, please contact us at support@stjernehjem.com. We normally respond within 1–2 business days.

📬 How to Start a Return

Contact us at support@stjernehjem.com with your order number.
You will receive return instructions and approval from us.
Send the item back to the return address listed below.
We will confirm receipt and inspection of the item.
Your refund will be processed within 14 days.

📦 Return Conditions

To be eligible for a return and a full refund, the item must:

Be unused and in its original condition
Have intact, undamaged original packaging
Be returned within 14 days of receiving our return instructions

🚚 Return Shipping

Change-of-mind returns: The customer is responsible for paying the return shipping costs.

Defective, damaged, or incorrect items: We cover all return shipping costs.

Original shipping costs paid by the customer at checkout are fully refunded if the entire order is returned under our 14-day satisfaction guarantee.

📍 Return Address

Stjernehjem Buergrenda 21 3234 Sandefjord Norway

💳 Refunds

Once your return is received and inspected, we will issue a refund to your original payment method within 14 days.

If a physical return is not required (e.g., a heavily damaged item), the refund will be processed once the photo documentation is approved.

Partial refunds or deductions may be issued if:

The item shows clear signs of use
The original packaging is missing or destroyed
The item is damaged due to customer handling or poor return packaging

🚫 Non-Returnable Items

Personalized or custom-made items
Opened hygiene products
Digital items or gift cards
Items sent back without their original packaging

📸 Damaged or Incorrect Items

If your item arrives damaged or incorrect, please contact us at support@stjernehjem.com within 48 hours of delivery with photos of the package and the item. We will arrange a replacement or a full refund at no extra cost to you.

🔄 Exchanges

To exchange an item, please follow our standard return process for the original product. Once your return is processed, you may place a new order on our website for the alternative item.