At The True Star Shop, we want you to feel confident and happy with your purchase. Many of our products are made from natural materials, crystals, gemstones, glass, jewelry components, and other delicate or unique materials. Because of this, some products require special care and handling.

Please read this policy carefully before making a purchase.

30-Day Return Policy

We accept eligible return requests within 30 days of delivery.

To be eligible for a return, the item must be:

• Unused and unworn
• In the same condition in which you received it Undamaged and unaltered
• In its original packaging
• Returned with any tags, accessories, instructions, inserts, or other materials originally included
• Accompanied by a receipt or other proof of purchase

Items that have been used, worn, altered, modified, disassembled, or damaged after delivery are generally not eligible for return unless the item is determined to have been defective when supplied or applicable law provides otherwise.

To request a return, please contact:

help@thetruestarshop.com

Please include your name, order information, the item you wish to return, and the reason for the return.

Do not send a product back before receiving return authorization and instructions from us.

Items returned without prior authorization may not be accepted.

If your return is approved, we will provide instructions explaining where and how to return your item.

Damaged, Defective, or Incorrect Orders

Please inspect your order promptly after receiving it.

If your product arrives damaged, appears defective, or you receive the wrong item, please contact us as soon as possible at:

help@thetruestarshop.com

For damage that is visible upon delivery, we ask that you contact us within 48 hours whenever reasonably possible. Prompt notification allows us to document shipping damage and resolve the issue more efficiently.

Please include:

• Your name
• Your order number or proof of purchase
• A description of the problem Clear photographs of the entire item
• Close-up photographs showing the affected area
• Photographs of the shipping packaging when shipping damage is involved

If you believe an item may be defective, please stop using it and contact us before attempting to repair, alter, force, disassemble, or otherwise manipulate the product.

We will review the information provided and determine the appropriate resolution based on the circumstances and applicable law. Depending on the situation, this may include repair, replacement, store credit, a partial refund, or a full refund.

The fact that an item becomes damaged after delivery does not, by itself, establish that the product was defective when supplied.

Nothing in this section limits any legal rights you may have relating to defective or nonconforming goods.

Customer-Caused Damage

Our return and defect policies do not cover damage resulting from accidents, misuse, improper handling, or use inconsistent with the product instructions or intended purpose.

Examples may include damage caused by:

• Dropping or impact
• Excessive pressure or force Pulling or prying Improper twisting
• Overtightening Incorrect opening or closing Incorrect assembly or disassembly Improper cleaning Improper storage
• Attempted repair Modification or alteration
• Failure to follow supplied care or operating instructions 
• Continued use after damage or a possible defect becomes apparent 
• Other handling inconsistent with the product's intended use

Damage caused by these circumstances is considered customer-caused damage rather than a product defect and is generally not eligible for a complimentary replacement or refund, except where otherwise required by law.

Fragile, Crystal, Gemstone & Specialty Products

Many products sold by The True Star Shop are made from natural crystal, gemstone, minerals, glass, stone, jewelry components, or other delicate materials.

These items require careful handling.

Please read all product, care, cleaning, safety, and operating instructions provided with your purchase before using the item.

If any component does not open, close, twist, move, fit, or operate as expected:

STOP. Do not apply additional force.

Please contact us at help@thetruestarshop.com for assistance before continuing.

Applying additional force to a stuck or difficult component may damage the product.

Damage caused after delivery by excessive force, improper handling, incorrect assembly or disassembly, dropping, modification, attempted repair, or failure to follow supplied instructions is not considered a manufacturing defect.

Crystal Perfume Roller Bottles

Our crystal perfume roller bottles are made from natural crystal or gemstone and contain delicate internal components.

Please read the instructions included with your bottle completely before opening, filling, cleaning, assembling, or disassembling it.

The bottle and its components should be handled gently.

Do not force, pry, pull excessively, or overtighten any component.

If a part appears stuck or does not move according to the supplied instructions, stop using the bottle and contact:

help@thetruestarshop.com

Do not continue pulling, twisting, or applying additional force.

Damage caused by excessive force, pulling, improper twisting, overtightening, incorrect assembly or disassembly, dropping, attempted repair, improper handling, or failure to follow the included instructions is considered customer-caused damage rather than a manufacturing defect.

If you believe your bottle has a manufacturing defect, please stop using it and contact us so that we can evaluate the issue.

Natural Variations in Crystals & Gemstones

Crystals, gemstones, minerals, and other natural materials are unique products of nature.

Natural variations may include differences in:

• Color
• Pattern
• Markings 
• Texture 
• Transparency 
• Inclusions 
• Shape 
• Size 
• Surface characteristics

These variations are part of the natural character and individuality of the material and are generally not considered defects.

While we make reasonable efforts to represent our products accurately, natural products may not be identical to the item shown in photographs.

Colors may also appear slightly different depending on lighting, photography, and your computer, phone, or other display.

Personal Care, Beauty & Hygiene Products

For health and hygiene reasons, certain personal-care, beauty, cosmetic, fragrance, or similar products may not be eligible for return once they have been opened, used, or had their protective seal removed.

This restriction does not apply where a product is defective or where applicable law provides you with additional rights.

Please contact us before returning one of these products.

Non-Returnable Items

Certain products are not eligible for ordinary returns, including:

• Custom-made products
• Personalized products
• Special-order merchandise 
• Gift cards Items clearly identified as Final Sale
• Opened or used hygiene-sensitive products where return restrictions are legally permitted 
• Products that have been altered or modified 
• Products damaged after delivery through misuse, accident, or improper handling

Please contact us at help@thetruestarshop.com if you are uncertain whether a particular product is eligible for return.

Nothing in this section limits rights relating to defective goods or other rights that cannot legally be waived.

Sale & Discounted Items

A product being discounted does not automatically make it non-returnable.

Unless otherwise stated on the product page or at the time of purchase, discounted merchandise remains subject to our normal return policy.

Products specifically identified as Final Sale are not eligible for change-of-mind returns.

This does not affect rights you may have if a Final Sale product arrives damaged, is defective, is materially different from what was ordered, or applicable law provides otherwise.

Exchanges

If you would like to exchange an eligible product, please contact us at:

help@thetruestarshop.com

We will let you know whether an exchange is available and provide instructions.

Depending on the situation, the fastest way to receive a different product may be to complete an approved return and place a new order.

Return Shipping

Unless otherwise required by law or agreed by us, customers are responsible for return shipping costs for ordinary change-of-mind returns.

If we determine that you received an incorrect, damaged, or defective product, we will provide appropriate instructions regarding return shipping.

Original shipping charges are generally non-refundable for ordinary returns.

Products must be packaged securely when returned.

Customers are responsible for protecting returned merchandise from damage during return shipping.

We recommend using a trackable shipping method, particularly when returning valuable or fragile merchandise.

Please retain your shipping receipt and tracking information until your return has been completed.

Refunds

Once we receive and inspect an authorized return, we will notify you whether the return has been approved.

If approved, your refund will be issued to your original payment method, unless otherwise agreed or required by law.

Please allow up to 10 business days after refund approval for the refund to be processed by us.

Your bank, credit-card company, or payment provider may require additional time to post the refund to your account.

If more than 15 business days have passed since we confirmed that your refund was approved, please contact:

help@thetruestarshop.com

Shipping charges are generally non-refundable for ordinary returns unless otherwise stated or required by law.

Refused, Unclaimed & Undeliverable Packages

Customers are responsible for providing a complete and accurate shipping address.

If an order is returned to us because it was refused, unclaimed, or sent to an incorrect or incomplete address provided by the customer, additional shipping charges may apply if the customer requests reshipment.

If a refund is available instead, reasonable shipping costs already incurred may be deducted where permitted by law.

This section does not apply when a delivery problem results from an error by The True Star Shop.

European Union Consumers

If you are a consumer in the European Union and applicable EU consumer law applies to your purchase, you generally have the right to withdraw from an eligible distance or online purchase within 14 days after receiving the goods, without providing a reason.

Certain products and transactions are excluded from the statutory right of withdrawal, including some personalized products and certain sealed products once opened.

Where the statutory withdrawal right applies, the customer may be responsible for the direct cost of returning the goods when this has been properly disclosed before purchase.

During the withdrawal period, consumers may generally inspect and handle goods to the extent reasonably necessary to establish their nature, characteristics, and functioning. Excessive handling beyond what is necessary may affect the amount refundable where permitted by law.

EU consumers also have separate statutory protections relating to goods that are faulty, damaged, or do not conform to the sales agreement.

These statutory rights are separate from our voluntary 30-day return policy.

Nothing in this policy is intended to exclude, restrict, or replace statutory consumer rights that apply under European Union or national law.

International Orders

Customers ordering from outside the United States are responsible for understanding any customs duties, import taxes, VAT, brokerage charges, or other fees that may apply in their destination country unless those charges were collected as part of the purchase.

Customs and import fees imposed by government authorities are generally not refundable by The True Star Shop.

Consumer rights may vary by country.

Nothing in this policy is intended to limit mandatory consumer protections applicable in the customer's jurisdiction.

Order Cancellations

If you need to cancel an order, please contact us as soon as possible at:

help@thetruestarshop.com

We will make reasonable efforts to accommodate cancellation requests.

However, once an order has been processed, packaged, fulfilled, or shipped, we may no longer be able to cancel it.

If the order has already shipped, the applicable return policy will apply after delivery.

Custom, personalized, or special-order products may not be cancellable once production or preparation has begun.

Return Abuse & Fraud

The True Star Shop reserves the right, to the extent permitted by applicable law, to refuse returns or refunds involving suspected fraud, intentional damage, altered merchandise, false claims, repeated policy abuse, or merchandise that does not match the item originally purchased.

This provision will not be used to deny legitimate claims involving defective, damaged, incorrect, or nonconforming goods.

Questions or Assistance

If you have any questions about:

• Returns
• Exchanges Product care
• Product instructions 
• A possible defect
• A damaged order 
• How to correctly use or assemble a product

please contact us before continuing to use or manipulate the item.

Customer Care
help@thetruestarshop.com

We would much rather help you with a product before additional handling causes avoidable damage.

The True Star Shop