Returns & Exchanges

Returns & Exchanges

Q1. What is eligible for return or exchange?

Returns or exchanges may be accepted within 7 days of delivery only for eligible items that are unused, unopened, and complete with all original components.

Opened items, used items, missing components, limited items, sealed albums, pre-order items, sale items, and change-of-mind requests may not be eligible.

Q2. What should I submit for damaged, defective, incorrect, or missing items?

Please contact us within 3 days of delivery with your order number, clear photos, and a full unboxing video.

A full unboxing video is required for any damage, defect, incorrect item, or missing item claim.

The video should clearly show the unopened package, shipping label, opening process, and all items inside.

Q3. Do I need approval before sending a return?

Yes. Please contact us first and wait for approval before sending any item back.

Returns sent back without prior approval may not be accepted.

Q4. When will my refund be processed?

Refunds are processed only after the returned item is received and inspected.

If approved, the refund will be issued to the original payment method.

Payment providers or card companies may require additional time to post the refund.

Q5. Who pays return shipping?

If the return is due to our error, such as an incorrect or defective item, we may cover the return shipping cost after review.

For change-of-mind returns or cases not caused by our error, return shipping and related fees are the buyer’s responsibility.

Returns & Exchanges

Change-of-mind returns

Change-of-mind returns may be considered only for eligible items that are unopened, unused, complete, and resaleable, requested within 7 calendar days of recorded delivery, and approved before return.

Change-of-mind returns do not cover photocards, random items, pre-order benefits, opened albums or MD, seal-broken items, or products with buyer-caused damaged or missing components.

For an approved change-of-mind return, the buyer pays outbound shipping already incurred, tracked return shipping, duties, taxes, brokerage, and non-refundable payment or handling fees where legally permitted.

Eligible returned merchandise may be refunded after receipt and inspection; original and return logistics and statutory non-refundable charges are excluded where legally permitted.

Seller-fault claims

Wrong item, visible transit damage, and missing item or component claims must be reported within 3 calendar days of recorded delivery. An accepted seller-fault claim may receive a replacement or refund after review, and the buyer is not charged for the accepted claim.

For a wrong item, visible transit damage, or missing item or component claim, continuous video beginning with the package exactly as received is mandatory. Show the package sealed, opened, or visibly damaged as delivered, a readable order or shipping identifier, opening when still closed, all contents, and the issue. Include clear photos.

If recording before any further handling was objectively impossible, stop handling, immediately record the current package/contents state, preserve all packaging, and contact support@starphotocard.com. The case is manually reviewed rather than automatically rejected.

A latent defect not reasonably discoverable while sealed must be reported within 3 calendar days of discovery and no later than 7 calendar days after delivery and requires mandatory defect-demonstration video and package, item, and order photos. Receipt or opening footage is additionally required only when the defect was visible during unboxing. A random outcome is not a defect.

Carrier non-delivery uses tracking and carrier evidence because no unboxing can exist; any reshipment or refund follows the investigation.

Buyer-caused damage, missing parts after use, or evidence that does not establish seller fault may be declined with a reason.

This guide summarizes the checkout policy. Read the Refund Policy for the legal policy.