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Refund and Returns Policy

FIVE STAR ADAPTIVE RETURN POLICY

Effective Date: April 15, 2025

1. INTRODUCTION

Thank you for shopping with Five Star Adaptive (“we,” “us,” or “our”). We appreciate your business and want to ensure your shopping experience is satisfactory. This Return Policy outlines the terms and conditions for returns, refunds, and exchanges for products purchased through our website.

This policy is designed to provide clear guidelines while protecting both our customers and our business operations. Please read this policy carefully before making a purchase.

2. IMPORTANT DISTINCTIONS IN OUR BUSINESS MODEL

Five Star Adaptive operates under two distinct business models:

a) Dropshipped Products: These are products that appear on our website and are purchased directly from us. When ordered, these products are shipped directly from our suppliers to you.

b) Affiliate Products: These are products that we feature on our website but are sold by third-party retailers. When you click on these products, you are redirected to the third-party retailer’s website to complete your purchase. Five Star Adaptive earns a commission on these sales but is not the seller of record.

The return process differs significantly between these two types of products, as detailed below.

3. RETURN POLICY FOR DROPSHIPPED PRODUCTS

3.1 Return Eligibility

To be eligible for a return of dropshipped products, the following conditions must be met:

  • The return request must be initiated within 30 calendar days of receiving the product.
  • The product must be in its original condition, unused, and unaltered.
  • The product must be in its original packaging with all tags, labels, and accessories intact.
  • You must provide proof of purchase (order number, receipt, or confirmation email).

3.2 Non-Returnable Items

The following items cannot be returned:

  • Digital products or software downloads
  • Gift cards
  • Personalized or custom-made items
  • Health and personal care items (for hygienic reasons)
  • Items specifically marked as “non-returnable” or “final sale” at the time of purchase
  • Items damaged due to misuse, abuse, or improper care
  • Items that have been used, installed, or assembled

3.3 Return Process for Dropshipped Products

To initiate a return for dropshipped products:

  1. Contact our Customer Service team at returns@fivestaradaptive.com or through our Contact Us form on our website.
  2. Include your order number, the item(s) you wish to return, and the reason for the return.
  3. Our Customer Service team will provide you with a Return Merchandise Authorization (RMA) number and specific return instructions within 2 business days.
  4. Package the item securely with the RMA number clearly marked on the outside of the package.
  5. Ship the package to the address provided in the return instructions.
  6. We recommend using a trackable shipping method and purchasing shipping insurance, as we cannot be responsible for items lost or damaged during return shipping.

Do not return any items without first obtaining an RMA number. Returns sent without prior authorization may be refused or experience significant delays in processing.

3.4 Return Shipping Costs

Return shipping costs for dropshipped products are handled as follows:

  • If the return is due to our error (wrong item shipped, defective product, or damaged during shipping), we will provide a prepaid return shipping label and reimburse your original shipping costs.
  • If the return is for any other reason (change of mind, no longer needed, etc.), you are responsible for the return shipping costs.

3.5 Refund Process

Once we receive and inspect your returned item(s), we will notify you about the status of your refund:

  • If approved, your refund will be processed within 5-7 business days to the original payment method used for the purchase.
  • The refund amount will include the purchase price of the returned item(s) minus any applicable restocking fees.
  • Original shipping charges are non-refundable unless the return is due to our error.
  • Depending on your financial institution, it may take an additional 2-10 business days for the refund to appear in your account.

3.6 Restocking Fees

A restocking fee of 15% may apply to returned items that are not defective or incorrectly shipped, to cover processing and handling costs.

3.7 Damaged or Defective Items

If you receive a damaged or defective item:

  1. Contact us within 48 hours of receiving the product.
  2. Provide detailed information about the damage or defect, including clear photographs if possible.
  3. We may request additional information to process your claim properly.
  4. If confirmed as damaged or defective, we will either replace the item or provide a full refund including original shipping costs.

3.8 Exchanges

We do not process direct exchanges. If you wish to exchange an item for a different size, color, or model, please return the original item following our return process and place a new order for the desired item.

4. RETURN POLICY FOR AFFILIATE PRODUCTS

For products purchased through our affiliate links (where you completed your purchase on a third-party retailer’s website):

  • All returns, refunds, and exchanges must be processed directly through the third-party retailer where you completed your purchase.
  • Each retailer has its own return policy, which applies to your purchase.
  • Five Star Adaptive cannot accept returns or process refunds for purchases made through our affiliate links.
  • We recommend reviewing the return policy of the third-party retailer before completing your purchase.

If you need assistance locating the return policy of a third-party retailer or have questions about an affiliate purchase, please contact us, and we will do our best to direct you to the appropriate resources.

5. INTERNATIONAL RETURNS

For international customers:

  • All return conditions stated above apply.
  • You are responsible for any customs fees, taxes, or duties incurred during the return shipping process.
  • International returns may take longer to process due to shipping and customs clearance.
  • We cannot guarantee acceptance of international returns that do not follow our return process or that are prohibited by customs regulations.

6. EXCEPTIONS AND SPECIAL CIRCUMSTANCES

6.1 Holiday Season Extended Returns

During the holiday shopping season (November 15 to December 31), items purchased as gifts may be eligible for an extended return period. Please check our website for any special holiday return policy announcements.

6.2 Recalls

In the event of a product recall, specific return procedures will be communicated separately from this general Return Policy. Please follow the instructions provided for recalled items.

7. LIMITATIONS OF LIABILITY

  • Five Star Adaptive is not liable for any consequential or incidental damages arising from products purchased through our website.
  • Our liability is limited to the purchase price of the product in question.
  • We make no warranties, expressed or implied, regarding the products sold on our website beyond those provided by the manufacturer.

8. REFUSAL OF RETURNS

We reserve the right to refuse returns that do not comply with this policy, including but not limited to:

  • Returns without an RMA number
  • Returns outside the specified return window
  • Items in used or damaged condition (unless received that way)
  • Items missing original packaging, tags, or accessories
  • Prohibited or non-returnable items as defined in this policy

9. POLICY MODIFICATIONS

Five Star Adaptive reserves the right to modify this Return Policy at any time without prior notice. Changes will be posted on our website and will apply to purchases made after the posting date.

10. GOVERNING LAW

This Return Policy shall be governed by and construed in accordance with the laws of the state where Five Star Adaptive is registered, without giving effect to any principles of conflicts of law.

Any dispute arising under or relating to this Return Policy shall be resolved exclusively in the appropriate courts located in the county and state where Five Star Adaptive is registered.

11. CONTACT INFORMATION

If you have any questions about our Return Policy, please contact us:

Five Star Adaptive Attention: Customer Service Email: customerservice@fivestaradaptive.com Phone: [Your Phone Number] Website: www.fivestaradaptive.com

12. ACKNOWLEDGMENT

By making a purchase from Five Star Adaptive, you acknowledge that you have read, understood, and agree to be bound by this Return Policy.

Last Updated: April 15, 2025

Sarah Kovac Owner, Five Star Adaptive

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