Return & Refund Policy

Learn about our return process and refund conditions.

Effective Date: 26 September 2026
Last Updated: 26 September 2026

1. Introduction

Welcome to The Star & Moon (S&M).

This Return & Refund Policy explains the conditions under which customers may request cancellations, returns, replacements, refunds, or other resolutions for orders placed through The Star & Moon (S&M) platform.

Important Name Clarification

The Star & Moon, The Star and Moon, and S&M all refer to the same platform and business. These names may be used interchangeably throughout this policy and do not represent separate companies, applications, or organizations.

This policy should be read together with our Terms & Conditions, Privacy Policy, and Shipping Policy.

2. Order Cancellation

Customers may request cancellation of an order through the available cancellation option or by contacting customer support.

Cancellation availability may depend on the current status of the order.

An order may generally be cancelled before it has progressed to a stage where cancellation is no longer reasonably possible, such as preparation, processing, packaging, dispatch, or delivery.

Once an order has been prepared, dispatched, or handed over for delivery, cancellation may no longer be available.

Where cancellation is accepted and payment has already been made, the applicable refund will be processed according to this policy.

3. Cancellation by The Star & Moon

The Star & Moon or the relevant seller/vendor may cancel an order when reasonably necessary, including because of:

  • Product unavailability

  • Incorrect or outdated product information

  • Incorrect pricing

  • Seller unavailability

  • Delivery limitations

  • Inability to reach the delivery location

  • Payment failure

  • Technical problems

  • Suspected fraudulent or unauthorized activity

  • Operational issues

  • Other circumstances that prevent successful fulfillment

If an order is cancelled by The Star & Moon or the relevant seller and a refund is applicable, the eligible amount will be refunded through the applicable payment method or another appropriate method.

4. Return Eligibility

Returns may be accepted where the product is eligible for return and the issue falls within the applicable return conditions.

Depending on the product or service, eligible reasons may include:

  • Wrong product received

  • Product significantly different from the listed description

  • Damaged product received

  • Defective product received

  • Missing item

  • Incorrect quantity

  • Other verified fulfillment issues

Return eligibility may vary by seller, product category, product condition, and applicable law.

Certain products may not be eligible for return because of their nature, hygiene considerations, perishability, customization, or other applicable restrictions.

5. Non-Returnable Products

Certain products may not be eligible for return or replacement.

These may include, where applicable:

  • Perishable products

  • Food and beverages

  • Products with hygiene restrictions

  • Personalized or customized products

  • Products that have been used, damaged, altered, or misused by the customer

  • Products specifically marked as non-returnable

  • Products where return is restricted by applicable law

The applicable product page, seller policy, or order information may contain additional return conditions.

Where applicable law provides a mandatory consumer right, nothing in this policy is intended to remove or restrict that right.

6. Return Request Period

Customers should report a damaged, defective, incorrect, or missing product as soon as reasonably possible after delivery.

Where a specific return period is displayed on the product page, seller information, or order details, that period will apply.

If no specific period is provided, customers should contact The Star & Moon support as soon as possible after receiving the order.

Requests submitted significantly after delivery may require additional verification and may not be eligible where the issue cannot reasonably be verified.

7. How to Request a Return or Refund

To request a return or refund, customers should contact The Star & Moon through the available support channels.

Please provide:

  • Order ID

  • Registered mobile number or email address

  • Product or item concerned

  • Reason for the request

  • Relevant photographs or videos, where applicable

  • Other information reasonably required to verify the issue

For damaged, incorrect, or defective products, photographs or videos may be requested to assist with verification.

After receiving the request, we may review the order details and supporting information before determining the appropriate resolution.

8. Verification of Return or Refund Requests

The Star & Moon or the relevant seller may verify a return or refund request before approving it.

Verification may include:

  • Reviewing order records

  • Reviewing delivery information

  • Reviewing photographs or videos

  • Contacting the customer

  • Contacting the seller/vendor

  • Reviewing delivery or transaction records

  • Other reasonable verification methods

Approval of a return or refund request is not automatic and may depend on the circumstances of the order and applicable policy.

9. Refund Eligibility

A refund may be provided where:

  • An eligible order is cancelled successfully

  • The customer receives an incorrect product

  • An eligible product is damaged or defective

  • An item is missing

  • The order cannot be fulfilled

  • A return is approved

  • A payment was successfully collected but the corresponding order could not be completed

  • A refund is otherwise required under applicable law or policy

The amount refunded may depend on the specific circumstances of the order.

10. Refund Amount

Where a refund is approved, the refund may include the eligible amount paid for the affected product or order.

Depending on the circumstances, certain charges may be non-refundable where they relate to services that have already been provided or where permitted by applicable law.

Any applicable refund deductions or charges will be communicated where relevant.

The final refund amount may also depend on the specific product, seller policy, order status, and reason for the refund.

11. Refund Processing

Once a refund has been approved, we will initiate the refund through the applicable payment method or payment service provider.

The time required for the refund to reach the customer's account may vary depending on:

  • Payment method

  • Payment gateway

  • Bank or financial institution

  • Transaction processing times

  • Weekends or public holidays

  • Other third-party processing conditions

Although we may initiate a refund promptly after approval, the time taken for the amount to appear in the customer's account may be outside our direct control.

12. Cash on Delivery Orders

For Cash on Delivery orders, where a refund is applicable, customers may be required to provide appropriate payment or bank details through the approved refund process.

Additional verification may be required before processing a refund.

Refund availability and method may depend on the specific circumstances and applicable policy.

13. Replacement

Where appropriate, The Star & Moon or the relevant seller may offer a replacement instead of a refund.

Replacement may be subject to:

  • Product availability

  • Seller availability

  • Verification of the issue

  • Product category

  • Applicable return conditions

If a replacement is not available or cannot reasonably be provided, an eligible refund may be considered.

14. Damaged Products

If you receive a visibly damaged product, you should report the issue as soon as reasonably possible.

Where appropriate, we may request:

  • Photographs of the product

  • Photographs of packaging

  • Unboxing videos, where available

  • Order details

  • Other relevant information

The request may be reviewed before a refund or replacement is approved.

Customers should retain the original product and packaging until the issue has been resolved where reasonably possible.

15. Wrong or Missing Products

If you receive a product different from what you ordered, or an item is missing from your order, please contact us as soon as possible.

After verification, an appropriate resolution may include:

  • Replacement

  • Refund for the affected item

  • Other reasonable resolution

The resolution may depend on product availability and the circumstances of the order.

16. Defective Products

If a product appears to be defective, customers should contact support with details of the issue.

The Star & Moon or the relevant seller may review the issue and may request photographs, videos, product information, or other evidence.

Depending on the circumstances, an eligible customer may receive:

  • Replacement

  • Repair, where applicable

  • Refund

  • Another appropriate resolution

17. Products Damaged or Altered by the Customer

A return or refund may not be approved where the product has been:

  • Used improperly

  • Damaged after delivery

  • Altered

  • Modified

  • Misused

  • Mishandled

  • Damaged due to failure to follow product instructions

This does not affect any rights that cannot legally be excluded.

18. Delivery Failure

If an order cannot be delivered because of circumstances attributable to the customer, such as:

  • Incorrect address

  • Incomplete address

  • Incorrect contact details

  • Customer unavailable to receive the order

  • Refusal to accept the order

  • Failure to respond to reasonable delivery attempts

the order may be cancelled or returned according to the applicable circumstances.

Any refund will be determined according to the applicable order and refund conditions.

19. Seller-Specific Return Policies

Some sellers or vendors may have additional return, replacement, or refund conditions for particular products.

Where a seller-specific policy applies, it may be displayed on the product page, seller information, order details, or other relevant location.

Customers should review applicable product and seller information before placing an order.

Seller policies must remain consistent with applicable law and mandatory consumer rights.

20. Promotional Orders and Discounts

If an order includes a promotional discount, coupon, offer, or other incentive, the refund amount may be calculated based on the actual amount paid and the applicable promotional conditions.

Promotional benefits may not necessarily be reinstated after a cancellation or refund unless the applicable offer specifically allows it.

21. Partial Refunds

Where only part of an order is affected, we may provide a refund only for the eligible affected item or portion of the order.

For example, a partial refund may apply when:

  • One item is missing

  • One item is damaged

  • One item is incorrect

  • Only part of an order is eligible for a refund

The applicable amount will be determined based on the circumstances.

22. Fraudulent or Abusive Refund Requests

We reserve the right to review repeated, suspicious, fraudulent, or abusive refund and return requests.

Examples may include:

  • Repeated false damage claims

  • False missing-item claims

  • Providing misleading information

  • Manipulating order or payment information

  • Abusing promotional refunds

  • Attempting to obtain duplicate refunds

Where appropriate and permitted by law, we may restrict refund eligibility, suspend an account, or take other appropriate action.

23. Third-Party Payment Providers

Refunds may be processed through third-party payment gateways or financial institutions.

Once a refund has been successfully initiated by The Star & Moon, the actual crediting time may depend on the relevant payment provider or bank.

The Star & Moon cannot guarantee the processing time of an independent financial institution.

24. Customer Support

For questions regarding cancellations, returns, replacements, or refunds, please contact:

The Star & Moon (S&M)
Email: support@thestarandmoon.com
Mobile: +91 9988998899

When contacting support, please provide your order ID and relevant details so that we can review your request efficiently.

25. Changes to This Return & Refund Policy

We may update this Return & Refund Policy from time to time to reflect:

  • Changes to our Services

  • Changes in seller or delivery arrangements

  • Changes in payment methods

  • Changes in applicable laws

  • Operational changes

  • Improvements to our policies

The updated policy will be published through the applicable website or application.

The Last Updated date at the beginning of this policy will be revised whenever material changes are made.

26. Applicable Law and Consumer Rights

This policy is intended to operate in accordance with applicable laws of India.

Nothing in this Return & Refund Policy is intended to remove, restrict, or override any mandatory consumer rights or legal protections that apply to a customer.

Where applicable law provides a customer with rights that are more favorable than the terms stated in this policy, those legal rights will continue to apply.

27. Important Name Clarification

For clarity:

The Star & Moon, The Star and Moon, and S&M are all the same platform and business.

These names may appear in the application, website, communications, branding, receipts, or other materials and refer to the same service.

28. Contact Information

Platform / Business Name: The Star & Moon (S&M)
Email: support@thestarandmoon.com
Mobile: +91 9988998899

The Star & Moon (S&M)

Effective Date: 26 September 2026
Last Updated: 26 September 2026