Refund policy
This Return & Refund Policy explains the conditions under which returns, refunds, or replacements may be offered by HoyoStar. By placing an order on our website, you agree to the terms outlined below. Nothing in this policy limits any rights you may have under applicable consumer protection laws.
1. Return Eligibility
You may request a return within 14 calendar days of delivery. You do not need to provide a reason for returning an eligible item.
After your return request is approved, the item must be sent back within 14 calendar days. Please do not return an item before receiving return instructions from us.
To be eligible for a return, the item must be in the same condition in which it was received, unused except as reasonably necessary to inspect it, and returned with its original packaging, accessories, and included materials.
Where permitted by law, we may reduce a refund if an item has been used, altered, damaged after delivery, or handled beyond what was reasonably necessary to inspect it.
Personalized or customized products made specifically to a customer’s specifications are not eligible for change-of-mind returns, except where required by applicable law or where the item arrives damaged, defective, or incorrect. Other exclusions will apply only where permitted by applicable law and clearly disclosed before purchase.
2. Return Shipping Costs
For change-of-mind returns, the customer is responsible for return shipping costs unless applicable law requires otherwise.
If an item arrives damaged, defective, or incorrect due to our error, HoyoStar will cover the reasonable cost of the approved return.
Original shipping charges are generally non-refundable unless the return results from our error or reimbursement is required by applicable law. Where a statutory withdrawal right requires the original delivery charge to be refunded, reimbursement will be limited to the cost of the least expensive standard delivery option offered at checkout. Additional express or premium delivery charges are not refundable unless required by law.
We recommend using a trackable shipping method for approved returns. The customer remains responsible for the returned item until it is received by us, except where applicable law provides otherwise.
3. Damaged, Defective, Incorrect, or Incomplete Items
Please inspect your order when it arrives. If an item is damaged, defective, incorrect, or incomplete, contact us as soon as reasonably possible, preferably within 7 days of delivery, at hello@hoyostar.com.
Please include your order number, clear photos of the item and packaging, and a brief description of the issue. We will review the information and provide an appropriate solution, which may include a replacement, repair, partial refund, or full refund depending on the circumstances and applicable law.
The suggested 7-day contact period does not limit any mandatory rights or legal guarantees available under applicable consumer protection laws.
4. Pre-Order and Made-to-Order Items
Some products offered by HoyoStar are pre-order or made-to-order items. Release, processing, and shipping estimates for these products are provided in good faith but may change.
You may request cancellation before processing, reservation, or allocation begins. Once processing or allocation has started, cancellation before shipment may no longer be possible, except where required by applicable law.
After delivery, eligible pre-order items are covered by the same return conditions described in this policy. A made-to-order item is excluded from change-of-mind returns only when it has been personalized or made specifically to the customer’s specifications and the exclusion is permitted by applicable law.
If shipment is materially delayed, we will notify you and provide the options required by applicable law, which may include accepting a revised estimate or cancelling the affected item for a full refund.
5. Order Cancellation
If you wish to cancel an order, please contact us as soon as possible at hello@hoyostar.com.
If the order has not entered processing, allocation, or shipment preparation, we will normally be able to cancel it and issue a full refund to the original payment method.
If the order can no longer be cancelled, you may request an eligible return after delivery in accordance with this policy and any rights provided by applicable law.
6. Return and Refund Process
To request a return, refund, or replacement, please email hello@hoyostar.com with your order number, the reason for your request, and supporting photos where applicable.
Return instructions and the return address will be provided after your request is reviewed. Please do not send returns to any address shown on the original parcel unless we specifically instruct you to do so.
We will notify you after the returned item has been received and inspected. Approved refunds will be issued to the original payment method. Store credit will be issued only when chosen or agreed to by the customer, or where otherwise permitted by applicable law.
Refunds will be processed within the timeframe required by applicable law. Where permitted, we may wait until the returned item is received or until you provide evidence that it has been sent back. Your bank or payment provider may require additional time to post the refund to your account.
7. Delays and Product Availability
Product release dates, processing estimates, and shipping estimates may occasionally change. If a delay affects your order, we will provide an updated estimate and any cancellation or refund options required by applicable law.
If an ordered product becomes unavailable and we cannot fulfill it, we will issue a full refund for the unavailable item to the original payment method.
8. Contact Information
If you have any questions about this policy or your order, please contact us at hello@hoyostar.com.
Last updated: September 4, 2026