Store policies

Cancellation, Exchange & Return Policy

This policy sets out the cancellation, exchange and return terms for all orders placed with Stars Pro Company through this website or our authorised sales channels. Please read it before confirming your order.

1. Request window

  • Exchange or return requests are accepted within 7 days of receiving the product.
  • Discounted or promotional items: within 2 days of purchase.
  • Requests made after these periods cannot be accepted.

2. Documents required

  • The original purchase invoice and the signed delivery and receipt note.
  • Our customer service team may ask for photos or videos to verify the product's condition.

3. Conditions for an exchange or return

  • The product has not been used, operated, installed or connected to power, gas or water.
  • It is in its original condition as received, with the packaging and outer carton intact and clean.
  • All accessories, manuals and catalogues are included.
  • Original labels and serial-number cards are present and undamaged.

4. When Stars Pro covers the costs

If our technical inspection confirms a manufacturing defect, a product that does not match its published specifications, or a product or model different from the one invoiced, Stars Pro covers all shipping, collection and replacement delivery costs.

5. Returns at the customer's request

For returns or exchanges made by choice that meet all conditions, the customer pays the return shipping and any handling or transport fees, plus the delivery of the replacement for an exchange. If the customer refuses a replacement once dispatched, the customer pays for its return.

6. Items that cannot be exchanged or returned

  • Requests made after the stated period.
  • Products that have been used, operated, installed or connected to power, gas or water.
  • Damage caused by misuse, or by transport arranged by the customer or a carrier of their choice.
  • Missing original packaging, accessories or official labels.
  • Made-to-measure items from the Stars Pro workshop (such as hoods, sinks, worktables and cold rooms), and equipment modified or specially imported at the customer's request.
  • Spare parts once delivered.

7. Spare parts

  • Spare-part sales are final once delivered and cannot be returned or exchanged.
  • Please give us the equipment model and serial number before buying so we can confirm the part fits.
  • Faulty parts replaced under warranty are kept by Stars Pro. Customers who paid for a replacement part may ask for the old part back.

8. Inspection and deductions

Every returned item is technically inspected before approval. If an item does not meet the full-return conditions, Stars Pro may decline the request and send the item back at the customer's expense, or deduct up to 18% of its original value to cover refurbishment, repackaging and handling, plus transport fees. The deduction depends on the inspection report and the condition of the packaging; no deduction applies to items returned in full original condition.

9. Refunds

  • Approved refunds are paid within 7 to 14 business days of formal approval, to the original payment method or by bank transfer.
  • Refunds may be subject to processing fees charged by banks or payment providers.

10. Exchanges and price differences

  • If the replacement costs less, we refund the difference within 7 to 14 business days.
  • If the replacement costs more, the customer pays the difference and any shipping before it is dispatched.

11. Cancelling an order

  • Orders can be cancelled free of charge before dispatch or before fabrication starts.
  • After dispatch, a cancellation is handled as a return under this policy.
  • Made-to-measure and special orders cannot be cancelled once work has started.

12. Quotations

Quotations are valid for the period stated on them. Prices are held for that period; stock is reserved only once the order is confirmed and payment approved.

13. Warranty

Equipment carries a two-year warranty and spare parts a one-year warranty, unless your quotation states otherwise. The warranty does not cover damage from misuse, or from installation or maintenance by unauthorised parties.

14. Contact us

Stars Pro Company · CR 7052292088 · VAT 314346300900003
Building 7947, Abu Bakr Al Siddiq Street, Ash Sharafiyah, Jeddah 23218, Kingdom of Saudi Arabia.