Last Updated: June 2026
At NILSTAR, we are committed to delivering high-quality products and ensuring customer satisfaction. Please read our returns and refund policy carefully before placing an order.
1. Standard Products
Customers may request a return within 14 days of receiving standard products, provided that:
- The item is unused and in its original condition.
- The product is returned in its original packaging.
- Proof of purchase is provided.
2. Bespoke and Made-to-Order Products
Many NILSTAR products are custom-made, personalised or produced specifically for individual projects. Bespoke, customised or made-to-order products cannot be returned or refunded unless the item is defective or incorrectly supplied.
3. Damaged or Defective Items
If your order arrives damaged or defective, please contact us within 48 hours of delivery and provide photographs of the issue. We will review the claim and offer an appropriate solution, including replacement or refund where applicable.
4. Return Process
To request a return, please contact our customer service team before sending any items back.
Email: info@nilstar.co.uk
Returns sent without prior approval may not be accepted.
5. Refunds
Approved refunds will be processed using the original payment method. Refunds are typically issued within 5–10 business days after the returned item has been inspected.
6. Return Shipping Costs
Customers are responsible for return shipping costs unless the item is faulty, damaged or incorrectly supplied.
7. Non-Returnable Items
- Bespoke products.
- Custom-made textile collections.
- Personalised items.
- Products produced to customer specifications.
- Used or damaged products.
8. Order Cancellation
Orders for standard products may be cancelled before dispatch. Bespoke or made-to-order products cannot be cancelled once production has commenced.
9. Contact Information
NILSTAR
Email: info@nilstar.co.uk
Website: www.nilstar.co.uk