Return and Refund Policy – Estrella Haus

Last updated: June 29, 2025

Thank you for shopping at Estrella Haus.

We want you to be completely satisfied with your purchase. If, for any reason, you’re not satisfied with a product purchased from us, we invite you to review our policy on refunds and returns.

Interpretation and Definitions

Interpretation

The words with initial letters capitalized have meanings defined under the following conditions. These definitions will have the same meaning whether they appear in singular or plural.

Definitions

For the purposes of this Return and Refund Policy:

Company (referred to as “the Company,” “We,” “Us,” or “Our” in this Agreement) refers to Estrella Haus.
Goods refer to the skincare and beauty products offered for sale on the Service.
Orders mean a request by You to purchase Goods from Us.
Service refers to the Website.
Website refers to Estrella Haus, accessible from https://www.estrella.haus.
You means the individual accessing or using the Service, or the company, or other legal entity on behalf of which such individual is accessing or using the Service, as applicable.

Order Cancellation

Due to the international nature of our shipping from South Korea, we’re unable to process order cancellations once an order has been placed. Please ensure your order is correct and finalize your selections before completing your purchase.

Your 14-Day Return Policy

You have 14 calendar days from the day you receive your item to initiate a return.

Conditions for Standard Returns

To be eligible for a standard return, the Goods must meet the following strict conditions:

The Goods were purchased in the last 14 days.
The Goods must be completely unused and undamaged.
The Goods must be unopened and in their original, factory-sealed packaging.
Exception for Incorrect Items: If you received an item different from what you ordered, it must still be unused, unopened, and in its original packaging to be eligible for return or exchange.

Important Note for Skincare and Beauty Products: Due to critical reasons of health, hygiene, and product integrity, we cannot accept returns or offer refunds for items that have been opened, used, or show any signs of tampering with their original seal or packaging. This policy is strictly enforced to ensure the safety and quality of products for all our customers, as once a product is opened or used, we cannot guarantee its purity or safety for resale.

Non-Returnable Goods

The following Goods cannot be returned:

Goods made to Your specifications or clearly personalized.
Goods which, by their nature, are not suitable for return (e.g., deteriorate rapidly or where the date of expiry has passed).
Goods not suitable for return due to health protection or hygiene reasons and were unsealed after delivery.
Goods which are, after delivery, by their nature, inseparably mixed with other items.
Products that cause allergic reactions or adverse skin conditions. As a customer, it is your responsibility to review the ingredients of products before purchase to ensure they are suitable for your skin and to avoid any potential allergic reactions or adverse skin conditions. For these reasons, we do not offer refunds or returns in such cases.

We reserve the right to refuse returns of any merchandise that doesn’t meet the above return conditions, at our sole discretion.

Only regular-priced Goods may be refunded. Unfortunately, Goods on sale cannot be refunded. This exclusion may not apply to You if it’s not permitted by applicable law.

How to Report Issues & Initiate a Return

General Return Process

To initiate a return, you must contact us to receive a return authorization and the correct return address. Please don’t send items back without contacting us first, as they may not be accepted.

You might also be required to show proof of purchase, such as your order number or receipt, before your return can be processed.

Once you receive a return authorization from us, you must send the Goods back to us within 7 calendar days. If the returned Goods are not shipped back within this 7-day window after authorization, the return authorization will be considered canceled, and the item will no longer be eligible for return.

Reporting Damaged or Incorrect Items Upon Receipt

It is crucial to inspect your order immediately upon delivery.

For Damaged Items: If your item arrives with damaged product(s) (e.g., broken container, leaking product), you must contact us and provide clear photographic proof of the product damage within 24 hours of receiving your order. Damage to the outer shipping packaging alone, where the product(s) inside are intact and undamaged, is not grounds for return or refund.
For Incorrect Items: If you believe you’ve received an item different from what you ordered, you must notify us within 24 hours of delivery and provide clear photographic evidence of the incorrect item received, as well as the packaging it arrived in.

This immediate reporting is crucial for us to process your claim with the shipping carrier or verify any fulfillment error. Please note that all orders are internally verified before shipment.

To report a damaged or incorrect item:

Take clear photos showing:
- For damaged items: The damaged product(s) and the original packaging (including the shipping box and any internal cushioning).
- For incorrect items: The item you received, clearly showing its label/name, alongside your order number or packing slip.
Email these photos along with your order number and a description of the issue to [email protected] within 24 hours of delivery.

Failure to report damage or an incorrect item within this 24-hour window with adequate photographic proof may result in us being unable to process a refund or replacement.

You can reach us for all inquiries at: [email protected]

Refunds

Once we receive and inspect your returned item (for standard returns) or approve your damaged/incorrect item claim, we’ll notify you of the approval or rejection of your refund.

If your return or claim is approved, we’ll initiate a refund to your original method of payment. You’ll receive the credit within a certain number of days, depending on your card issuer’s policies.

Return Shipping

You’re responsible for paying the shipping costs for returning your item. Shipping costs are non-refundable.

However, if the item you received was damaged upon arrival and you reported it within the 24-hour window with valid proof, or if you received an incorrect item that we verified and you reported within the 24-hour window, we will cover the return shipping costs.

Returning Goods (Shipment to Us)

Please send the Goods to the address provided by us after you’ve received your return authorization.

We cannot be held responsible for Goods damaged or lost in return shipment. Therefore, we highly recommend using an insured and trackable mail service. We are unable to issue a refund without actual receipt of the Goods or proof of received return delivery.

Gifts

If the Goods were marked as a gift when purchased and then shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned product is received, a gift certificate will be mailed to you.

If the Goods weren’t marked as a gift when purchased, or the gift giver had the Order shipped to themselves to give it to you later, We will send the refund to the gift giver.

Contact Us

If you have any questions about our Returns and Refunds Policy, please contact us:

By email: [email protected]