Contact us to return, we’ll help you in turn!

Return & Refund Policy

​Eligibility for Returns and Refunds:

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1. Unopened and Unused Products:
   You are eligible for a return and refund only if the product is unopened, unused, and in perfect condition. The product must be in its original, sealed packaging. If the product is opened, used, or tampered with in any way, it will not be eligible for a return or refund.

2. Damaged or Defective Products:
   If you receive a product that is damaged, defective, or incorrect, you are eligible for a refund or replacement, provided you notify us within 7 days of receiving the product. In such cases, we require that you provide photographic and video evidence of the damage or defect. The photos and videos should clearly show the condition of the product, including the packaging, and should be submitted to us within 7 days of delivery.

3. Eligibility Conditions:

   • Only products purchased directly from HWP SAS/Starmix are eligible for a return and refund.

   • To initiate a return, please contact us at sales@starmix.com.co with your order details and reason for return.

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Return Process:

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1. Initiating a Return:
   To initiate a return, please email our customer service team at sales@starmix.com.co with your order number, the product(s) you wish to return, and the reason for the return. Our team will provide you with further instructions for returning the product.

2. Condition of the Product:

   • The product must be returned in perfect condition, unopened, and with the original packaging intact. Any product that has been opened, used, or altered in any way will not be accepted for return or refund.

   • The returned product should not show any signs of misuse or contamination, as we only accept returns of products that are in resealable condition.

3. Return Shipping:

   • Return shipping costs are the responsibility of the customer unless the return is due to an error on our part (e.g., damaged or incorrect products).

   • We recommend using a traceable shipping service for returns. HWP SAS / Starmix is not responsible for items lost or damaged in return shipping.

4. Processing Your Return:
   Once we receive the returned product, we will inspect it to ensure that it meets the conditions outlined above. If everything is in order, we will process your refund within 10 business days. Refunds will be issued to the original payment method used for the purchase.

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Refund Policy:

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1. Refund Eligibility:
   Refunds will only be issued for eligible products, as outlined in this policy. Refunds will not be granted for opened or used products.

   • For defective or damaged products, a full refund will be issued once we have received the photographic/video evidence of the damage and processed the return.

   • If you return an unopened product in its original condition within the allowable time frame, you are eligible for a full refund.

2. Refund Processing Time:
   Once your return has been accepted, we will process your refund within 10 business days. Please note that depending on your payment method, it may take an additional 5-7 business days for the refund to appear in your account.

Exemptions and Limitations:

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1. Non-Returnable Items:

   • Opened or used products.

   • Custom or made-to-order items.

   • Products purchased from third-party retailers or distributors (only products purchased directly from HWP SAS / Starmix are eligible for return and refund).

2. Return Time frame:
   All return requests must be submitted within 30 days of the purchase date for unopened items, or within 7 days of receiving the product for damaged or defective products.

Customer Responsibility:

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• Shipping and Handling Fees:
  Shipping costs for returning products are the responsibility of the customer unless the return is due to an error on our part. Original shipping fees are non-refundable.

• Inspection:
  HWP SAS / Starmix reserves the right to inspect any returned product to ensure it meets the conditions outlined in this policy. If the product is found to be used, opened, or in unsalable condition, we will not process a refund.

Contact Information:

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If you have any questions or need assistance with the return process, please contact our customer service team at:

• Email: sales@starmix.com.co

• Website: www.starmix.com.co

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We are committed to providing the highest quality food products for the industry and want our customers to be fully satisfied. By following the return and refund process outlined above, you can ensure a smooth and efficient experience in case you need to return a product. Please review this policy carefully before making a purchase.

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Thank you,

Starmix Legal & Customs Team