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Star Group Refund Policy

Updated September 2025

This Refund Policy is issued by Star Services International Pty Ltd ACN 006 433 790 (trading as Star Group) (“Star”, “We”, “Us”, “Our”) and governs all purchases made via Our website located at www.stargroup.com.au (“Website”).

By submitting an order via the Website, you acknowledge and agree to be bound by the terms of this Refund Policy. If you do not accept these terms, you must immediately cease submitting any orders via the Website.

We reserve the right to amend this Refund Policy at any time by publication on the Website or by such other means of notification as We determine. Continued access to and use of the Website following any amendment constitutes deemed acceptance of the amended Refund Policy.

To the extent of any inconsistency between this Refund Policy and Star’s Terms and Conditions of Trade (available on the Website), this Refund Policy shall prevail.

1. Orders and Deliveries

1.1 All orders placed via the Website are subject to confirmation and acceptance by Star.
1.2 Star reserves the right to vary prices in the event of supplier increases, errors, or omissions, upon giving you reasonable prior notice. Where an increase in price is requested, you may cancel the order by written notice to Star within seven (7) days of such notification.
1.3 Freight and delivery charges may apply and shall be payable by you.
1.4 If an appropriate person is not available at the delivery address to accept delivery, additional delivery charges may be incurred and shall be payable by you.
1.5 Risk in the goods passes to you upon delivery. Title to the goods shall remain with Star until payment has been received in full.

2. Payment and Security

2.1 You must pay the applicable price confirmed by Star in respect of each order submitted via the Website.
2.2 All personal and payment information provided to Star is protected through Secure Sockets Layer (SSL) encryption technology to ensure the security of transactions.

3. Returns and Refunds

3.1 You are entitled to a refund, repair, or replacement where goods supplied by Star are affected by a major failure, within the meaning of the Australian Consumer Law. A “major failure” includes circumstances where the goods are:

  • faulty or unsafe;
  • materially different from their description or as advertised; or
  • substantially unfit for the purpose for which they were sold.

3.2 Goods returned for exchange or credit (other than for major failure) must be:

  • in their original packaging;
  • unused and unworn; and
  • in the same condition as supplied.

3.3 Returns Process

Effective immediately, only pre-arranged returns with a valid Return Number will be collected by our drivers.

 What this means for you:

  • If a return is required, please contact our Customer Service team:
    📧 sales@stargroup.com.au
    ☎️ 03 9588 6444
  • Customer Service will issue you a Return Number.
  • Please write this Return Number clearly on the box (or use a returns label if provided).
  • Pick-up will be booked with our freight provider once the return is arranged.
  • After the stock is received and confirmed at our warehouse, a credit will be processed in line with our standard procedures.

 Please note:

  • Our drivers will not to accept any goods without a visible Return Number.
  • This ensures all returns are tracked, processed correctly, and credited promptly.

4. Promotional Discounts

4.1 Star’s “Welcome Discount” and any other promotional discount offers made available via the Website are subject to the following terms:

  • valid only for purchases exceeding AUD $100 ex GST;
  • redeemable once per customer;
  • the applicable promotional code must be entered at checkout;
  • discounts are not valid in conjunction with any other promotional offers or codes;
  • discounts cannot be applied retrospectively to prior orders or to products that are out of stock at the time of purchase.

4.2 Star reserves the right to amend, withdraw, or cancel any promotional discount offer at its sole discretion at any time without prior notice.

5. No Exclusion of Statutory Rights

Nothing in this Refund Policy is intended to exclude, restrict, or modify any rights, guarantees, or remedies conferred on consumers under the Competition and Consumer Act 2010 (Cth) or any other applicable legislation which cannot lawfully be excluded or restricted. This Refund Policy shall be read subject to those statutory provisions, and, to the extent of any inconsistency, those statutory provisions shall prevail.

 

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