Refund and Returns Policy
Last Updated: October 25, 2025
At Interstellar Networking Technology Co., Ltd., we want you to be completely satisfied with your purchase. This policy explains your rights to return products and receive refunds in accordance with applicable consumer protection laws worldwide, including EU Consumer Rights Directive 2011/83/EU, UK Consumer Rights Act 2015, and other international consumer protection standards.
Quick Navigation
Return Decision Helper
Not sure what to do? Choose the option that best describes your situation:
Need a Different Size or Color
Best Solution: Use our Fast Exchange Program. We'll send your new item immediately and you return the original item afterward. No need to wait for a refund. See Section 3: Exchange Program for details.
Changed My Mind or Don't Need the Item
Your Right: You have 14-45 days to return for a full refund (varies by region). Follow our standard return process in Section 2. Return shipping costs may apply depending on your location.
Product is Defective, Damaged, or Wrong Item
We Apologize: Contact us immediately at [email protected]. We will cover all return costs and offer repair, replacement, or full refund. You have warranty protection (2 years in EU, varies by region). See Section 8 for details.
International Customer
Regional Policies: Return policies vary by shipping zone and local consumer protection laws. See Section 9: International Returns for your region's specific requirements, timeframes, and procedures.
1. Your Right to Return and Cancel
Consumer Rights: Your return rights depend on your location and applicable consumer protection laws:
- EU/EEA Customers: 14-day cooling-off period under EU Consumer Rights Directive 2011/83/EU
- UK Customers: 14-day right to cancel under Consumer Contracts Regulations 2013
- International Customers: Extended 30-45 day return windows as detailed in Section 9
- All Customers: Right to return defective products under applicable warranty laws
Return Period by Region
| Region | Return Period | Legal Basis |
|---|---|---|
| EU/EEA | 14 days | EU Consumer Rights Directive |
| United Kingdom | 14 days | Consumer Contracts Regulations |
| Switzerland | 14 days | Company policy (exceeds legal minimum) |
| North America | 30 days | Company policy + state/provincial laws |
| Asia-Pacific, Other Regions | 30-45 days | Company policy adapted to shipping times |
The return period starts from:
- The day you (or a third party indicated by you, other than the carrier) receive the goods
- For multiple goods ordered in one order and delivered separately: the day you receive the last item
- For goods delivered in multiple lots or pieces: the day you receive the last lot or piece
Important: You have the specified period to notify us of your decision to return, then another 14 days to ship the item back to us.
How to Exercise Your Right of Return
To initiate a return, you must inform us by a clear statement. You can:
- Email us at: [email protected]
- Call us at: +49 204 1765245
- Use our online returns form on your account page
- Send a letter to: Interstellar Networking Technology Co., Ltd., 1 Oetztaler Straße, München, 81373, DE
2. How to Return Your Product
Notify Us
Contact us within your return period using email, phone, or our online portal.
Get Instructions
We will provide return authorization and instructions. For defective items, we'll send a prepaid label.
Pack the Item
Use original packaging if possible. Include all accessories, tags, manuals, and documentation.
Ship the Return
Send within 14 days of notification. Use tracked shipping and save your tracking number.
Receive Refund
Refund processed within 14 days of receiving your return. Money returned to original payment method.
Returns Department
1 Oetztaler Straße, München, 81373, DE
Please write "RETURN - Order Number: [your order number]" on the package
3. Fast Exchange Program
Available Globally: We now offer direct product exchanges worldwide. Get your new item faster without waiting for your refund to process.
How the Exchange Program Works
Request Exchange
Contact us and specify what you want instead. Pay any price difference if applicable.
We Ship Immediately
We send your exchange item right away. No need to wait for us to receive the return.
Return Original
Ship back the original item within 14 days using the provided return label.
Exchange Timeline by Region
| Region | Exchange Delivery Time |
|---|---|
| European Union | 3-7 business days |
| UK, EEA, Switzerland | 5-12 business days |
| North America | 7-15 business days |
| Asia-Pacific, Other International | 10-30 business days |
4. Return Shipping Costs
Return shipping costs depend on the reason for your return and your location:
| Return Reason | Who Pays Shipping | Notes |
|---|---|---|
| Changed mind / Don't need | Customer (varies by region) | EU: typically €5-15 | International: varies |
| Defective / Damaged | We pay (free for customer) | Prepaid label provided globally |
| Wrong item sent | We pay (free for customer) | Prepaid label provided globally |
| Exchange (Fast Program) | We pay (free for customer) | Available in most regions |
| Warranty claim | We pay (free for customer) | Applies during warranty period |
Regional Return Shipping Policies:
- EU/EEA: Customer responsible for return costs unless defective (typically €5-15)
- UK: Customer pays return shipping for change of mind returns
- North America: Varies by state/province; customer typically responsible
- Other Regions: See Section 9 for zone-specific details
5. Refund Processing and Timeline
Our Commitment: We will process your refund within 14 days from the day we receive the returned goods, or proof that you have sent back the goods (such as a tracking number), whichever is earliest. This applies to all customers globally.
What Gets Refunded
| Item | Refunded? | Notes |
|---|---|---|
| Product Price | Yes - Full Amount | Minus any diminished value if applicable |
| Original Standard Shipping | Yes (EU/UK) / Varies (Other) | Required by EU law; varies by region for international |
| Express/Premium Delivery | Partial | Only standard cost refunded (unless item was defective) |
| Return Shipping Cost | No | Unless defective or wrong item sent |
| Customs Duties (International) | No | Paid to customs authorities, not refundable by us |
Refund Method and Timeline
We will refund you using the same payment method you used for the original transaction. Processing times vary by payment method and region:
- Credit/Debit Card: 5-10 business days (EU/UK), up to 15 days (international)
- PayPal: 3-5 business days globally
- Bank Transfer: 3-10 business days depending on location
- Digital Wallets: 2-7 business days depending on provider and region
8. Defective, Damaged, or Incorrect Products
Warranty Protection: All products come with warranty protection under applicable law:
- EU/EEA: Minimum 2-year legal guarantee under EU law
- UK: Rights under Consumer Rights Act 2015 (up to 6 years)
- North America: Varies by jurisdiction; typically 1-2 years
- Other Regions: As per local consumer protection laws
Your Options for Defective Products
Free Repair
We repair the product at no cost, including all shipping.
Free Replacement
We send a brand new item immediately.
Price Reduction
Partial refund if repair or replacement isn't possible.
Full Refund
Complete refund including all shipping costs if other options fail.
Important for Damaged Shipments: Do not refuse delivery of a damaged package. Accept the delivery, note the damage on the delivery receipt, keep all packaging materials, and contact us within 48 hours with photos.
9. International Returns by Region
We welcome international customers. Return policies are adapted by region to accommodate different shipping times, customs requirements, and local consumer protection laws:
European Union & EEA
Return Period: 14 days (EU Consumer Rights Directive)
Warranty: 2 years minimum (EU legal guarantee)
Return Shipping: Customer pays for change of mind (typically €5-15)
Refund Processing: 14 days after receiving return
Original Shipping: Standard delivery cost refunded
United Kingdom
Return Period: 14 days (Consumer Contracts Regulations 2013)
Warranty: Consumer Rights Act 2015 protection
Return Shipping: Customer pays (typically £5-12)
Customs: Post-Brexit procedures; no additional EU duties
Refund Processing: 14 days after receiving return
North America (USA, Canada, Mexico)
Return Period: 30 days (extended for longer shipping)
Return Shipping Cost: Customer pays (typically $15-35 USD/CAD)
Customs and Duties: Non-refundable (paid to customs authorities)
Refund Processing: 14-21 days after receiving return
State/Provincial Laws: May provide additional consumer rights
Customs Tip: Declare as "returned merchandise" to avoid additional duties
Asia-Pacific (Australia, New Zealand, Japan, China, etc.)
Return Period: 30 days
Return Shipping Cost: Customer pays (typically €20-40 or equivalent)
Local Consumer Laws: Australia ACL, NZ CGA, and other protections apply
Refund Processing: 14-21 days after receiving return
Special Note: Some countries require specific customs forms; contact us for guidance
Other International Regions
Return Period: 30-45 days (extended due to longer shipping times)
Return Shipping Cost: Customer pays (varies by destination)
Customs and Duties: Non-refundable; complex regulations - contact us first
Refund Processing: 21-30 days after receiving return
Support: We provide extra guidance for these regions - contact us before returning
Critical Information for International Returns:
- Customs Duties: Duties/taxes paid when receiving are not refundable (paid to your government)
- Return Duties: You may be charged duties when returning. Declare as "returned goods"
- Lost Returns: Use tracked shipping. We cannot process refunds for untracked returns that go missing
- Currency: Refunds in original transaction currency. Exchange rates may affect final amount
- Local Laws: Your country's consumer protection laws may provide additional rights
12. Contact Our Returns Team
We're here to help make your return experience smooth and hassle-free, no matter where you are:
Online Portal
Log into your account
Initiate returns and
track status online
Interstellar Networking Technology Co., Ltd.
Returns Department
1 Oetztaler Straße, München, 81373, DE
13. Changes to This Policy
Your Legal Rights: Nothing in this policy affects your statutory rights as a consumer under applicable law. Customers always retain the minimum protections under their local consumer protection laws, including:
- EU Consumer Rights Directive 2011/83/EU (EU/EEA)
- Consumer Rights Act 2015 (UK)
- Australian Consumer Law (Australia)
- Consumer Guarantees Act (New Zealand)
- State/provincial consumer protection laws (North America)
- Other applicable local consumer protection regulations
Quick Reference Summary
Return Window
14 days (EU/UK)
30-45 days (International)
Refund Timeline
Within 14 days of
receiving return
Return Shipping
Varies by region
(free if defective)
Exchanges
Fast exchange
program worldwide
Warranty
Per local laws
(2 years min in EU)
Support
24-48 hour response
All regions