Refund policy

Return & Refund Policy

At FiveStar Utensílios, we want you to be completely satisfied with your purchase. If you are not entirely happy, we are here to help.

1. 30-Day Return Policy
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. The 30-day period begins on the date of physical delivery of the last item in your order. To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. A receipt or proof of purchase is required.

2. How to Initiate a Return
To start a return, you can access your customer account at [https://account.fivestarutensilios.com](https://account.fivestarutensilios.com) or contact us directly at soporte.fivestarutensilios@gmail.com. Please note that return packages must be sent to our designated return address provided by our support team upon request. Do not send items back without prior authorization.

3. Return Shipping Costs & Restocking Fees
- Return Shipping: Unless the item is defective, damaged, or incorrect, return shipping costs are the responsibility of the customer. Original shipping fees are non-refundable.
- Restocking Fee: We reserve the right to apply a restocking fee of up to 15% on returns that do not present factory defects or show signs of improper handling.

4. Refund Process
Once we receive and inspect your return, we will notify you of the approval or rejection of your refund.
- If approved, your refund will be processed and automatically applied to your original method of payment within 5 to 10 business days. (Please note that your bank or credit card company may take additional time to process and post the refund).
- If more than 15 business days have passed since we approved your return, please contact us at soporte.fivestarutensilios@gmail.com.

5. Exceptions / Non-Returnable Items
Certain types of items cannot be returned, such as:
- Perishable goods or food items.
- Custom products, special orders, or personalized items.
- Personal care or intimate items once opened.
- Hazardous materials, flammable liquids, or gases.
- Final sale items or gift cards.

6. Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

7. Damaged, Defective, or Incorrect Items
Please inspect your order upon reception and contact us immediately within 48 hours of delivery at soporte.fivestarutensilios@gmail.com if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue and make it right with a replacement or full refund.