Effective Date: July 2025

Scope of Application: This policy applies to all products purchased through Centurystar’s official website (www.hcenturystar.com) and authorized channels, defining the rights and obligations of both buyers and sellers in scenarios such as returns, refunds, and order cancellations.

Policy
Policy

I. General Provisions: Core Principles

  1. Final Sale Principle: Once an order is confirmed and shipped, all sales are deemed “final,” and requests for returns, refunds, or exchanges for non-quality issues will not be accepted.
  1. Compliance Requirements: This policy complies with relevant consumer rights protection laws and regulations. Special cases shall be handled in accordance with the provisions of this policy, and matters not covered herein shall be governed by national legal provisions.

II. Order Cancellation Rules

  1. Cancellation Time Limit: Cancellation requests are only accepted within 12 hours of placing the order. After the deadline, the order will be deemed to have entered the production or shipping process, and no cancellations will be accepted.
  1. Cancellation Method: Requests must be submitted via official email ([email protected]), specifying the order number and reason for cancellation. Customer service will provide a response within 2 business days.
  1. Cancellation Results:
    • Unshipped orders: Upon approval of the cancellation, a full refund will be issued to the original payment account. The refund arrival time is subject to the rules of the payment channel (usually 7-14 business days).
    • Shipped orders: Cancellation will not be allowed. If there is a quality issue, the order shall be handled in accordance with the “Damaged or Defective Items” rules.

III. Handling of Damaged or Defective Items

(1) Application Conditions

  1. The product has physical damage (e.g., structural breakage, missing parts) or functional defects (e.g., failed connectors) upon delivery;
  1. The application must be submitted within 3 days of delivery. After the deadline, the product will be deemed accepted in good condition.

(2) Application Materials

The following documents must be submitted via email:
  1. Complete order number and delivery information;
  1. Clear photos (at least 3) showing the damaged/defective parts, including overall view, details, and packaging status;
  1. Logistics receipt (with notes on the packaging condition at the time of signing).

(3) Handling Process

  1. Review: Customer service will complete the review of the materials within 3 business days of receiving the application to confirm whether the issue is a non-human-induced quality problem;
  1. Solutions: Upon approval of the application, the company will independently decide on one of the following solutions based on the product condition:
    • Replacement: Free replacement of damaged parts or the same product will be provided, with shipping and customs duties to be shared by both parties;
    • Partial Refund: 5%-30% of the product price will be refunded based on the extent of damage, and the product will be retained by the consumer;
  1. Situations Not Deemed Defects: Minor variations in color shade, texture, and particle distribution of natural materials (such as stone, wood, and rattan) are part of normal production processes and will not be considered defects.

IV. Special Products and Exception Clauses

  1. Customized Products: Products with personalized requirements (e.g., size modification, color customization, logo engraving) will not be eligible for refunds or exchanges, regardless of whether there are quality issues.
  1. Shipping and Customs Duties Rules: Except for “issues caused by the company’s mistakes” (such as incorrect product shipments or factory defects), the shipping costs and customs duties in all other cases shall be borne by the buyer.
  1. Ineligible Applications:
    • Damage caused by improper installation, incorrect use, or poor storage by the consumer;
    • Normal wear and tear or aging of the product after use;
    • Applications without valid order documents or incomplete application materials.

V. Refund Instructions

  1. Refund Amount: Only the actual amount paid for the product will be refunded, excluding discount amounts from coupons, points, etc.;
  1. Refund Method: The refund will be returned to the original payment account used for the order;
  1. Special Notes: Customized products and products beyond the application deadline are not eligible for refunds.

VI. Supplementary Provisions

  1. Policy Updates: Revisions to this policy will be announced on the official website and will take effect automatically the day after the announcement, with no additional notice to users;
  1. Dispute Resolution: In case of dissatisfaction with the handling result, both parties shall first negotiate; if negotiation fails, legal proceedings may be initiated at the court where the company is located;
  1. Contact Information:
    • Working Hours: Monday to Friday, 9:00-18:00