Refund and Return Policy

This Refund and Return Policy explains the conditions under which refunds, returns, or replacements may be offered by HOYOSTAR. By placing an order on our website, you agree to the terms outlined below.

1. Order Cancellation and Refunds

If you wish to cancel an order, please contact us as soon as possible at hello@hoyostar.com.

Orders may be eligible for cancellation only before processing or fulfillment begins. Once an order has entered processing, allocation, or shipment preparation, cancellation may no longer be possible.

Due to non-recoverable costs such as payment processing fees, supplier handling, and operational expenses, refunds (if approved) may not include these incurred costs.

If a cancellation is requested after processing has started, we may offer a partial refund or store credit, depending on the order status.

2. Pre-Order and Made-to-Order Items

Some products offered on HOYOSTAR are pre-order or made-to-order items. These items are prepared or allocated specifically after an order is placed.

For this reason, pre-order and made-to-order items are generally non-cancellable and non-refundable once processing or allocation has begun.

Estimated release or shipping dates are provided for reference only and may change due to supplier or manufacturer schedules.

3. Supplier Delays and Release Changes

In some cases, manufacturers or suppliers may postpone release dates or adjust production schedules. Such delays are beyond our direct control.

Refund requests related solely to supplier delays are handled under the same rules described above. If a product becomes unavailable due to a confirmed stock or allocation error, a full refund will be issued.

4. Damaged, Defective, or Incorrect Items

Please inspect your order upon delivery.

If your item arrives damaged, defective, or incorrect, contact us within 7 days of delivery at hello@hoyostar.com, including your order number, clear photos of the item and packaging, and a brief description of the issue.

After review, we may offer a replacement, partial refund, or full refund, depending on the situation.

5. Returns and Non-Returnable Items

Due to the nature of our products and international fulfillment, we do not accept returns for change of mind, preference, or minor cosmetic variations.

Items that have been opened, used, or altered are not eligible for return. Pre-order, made-to-order, clearance items, and gift cards are non-returnable.

Returns without prior authorization will not be accepted.

6. Shipping Costs and Responsibility

Original shipping fees are non-refundable, except in cases of confirmed error on our part.

If a return is approved, return shipping costs are the responsibility of the customer unless otherwise stated. The customer remains responsible for the item until it is received and inspected.

We recommend using a trackable shipping method for any approved returns.

7. How to Request a Refund

To request assistance with an order, please email hello@hoyostar.com with your order number, reason for the request, and supporting photos if applicable.

Refunds, if approved, will be processed to the original payment method or issued as store credit, depending on the case.

8. Contact Information

If you have any questions about this policy or your order, please contact us at hello@hoyostar.com.

Last updated: 2026-02-09