Return/Refund Policy

Our Return Policy at EASTSTARGENERAL

At EASTSTARGENERAL, we want you to feel completely happy with every purchase. We understand that sometimes things don’t work out as planned. Maybe the size isn’t right, the color looks different at home, or you simply changed your mind. That is perfectly okay. We have built our return policy around your peace of mind, because we believe shopping should be stress-free and straightforward. No complicated rules, no hidden fees, just a simple promise: if you are not satisfied, we will make it right.

This policy applies to all orders placed on our website. We have designed it to be clear and easy to follow. Every customer deserves to know exactly what to expect when they need to make a return. So let us walk you through everything step by step.

Your 30-Day Return Window

You have 30 days from the day your order arrives to start a return. We calculate this from the delivery date, not the order date. So if your package shows up on March 10th, you have until April 9th to let us know you want to send something back. This gives you plenty of time to try out your items, decide if they work for you, and reach out to us if they don’t. We do not rush you, and we do not hide the deadline in fine print.

The 30-day window applies to all eligible items. If you have any questions about whether your item qualifies, just ask. We are happy to help clarify things before you start the process.

100% Full Refund to Your Original Payment Method

When you return an item that meets our conditions, you get your money back. All of it. We do not charge restocking fees, and we do not deduct anything for return shipping. The refund goes straight back to the same payment method you used at checkout. If you paid with a credit card, the money goes back to that card. If you used PayPal, it goes back to your PayPal account. Simple and direct.

We process refunds within 3 to 5 business days after your return arrives at our warehouse. That means you are not waiting around for weeks wondering where your money is. Once the refund is issued, it usually takes a couple more days for the bank or payment service to make the funds available in your account. That part depends on your financial institution, but the actual refund from us is fast.

We Pay for Return Shipping

Returning an item should not cost you anything extra. That is why EASTSTARGENERAL covers the return shipping costs. We will provide you with a prepaid return shipping label. You just pack your item, attach the label, and drop it off at the carrier location. No need to pay out of pocket and wait for reimbursement. We take care of it upfront.

We believe this removes the biggest barrier to making a return. When you know shipping is free, you can shop with confidence. You are not taking a financial risk by trying something new. If it does not work out, there is no penalty.

What Items Can Be Returned

To qualify for a return, your item must meet a few simple conditions. First, it must be unused. That means it should look and feel the same as when you first opened the package. No signs of wear, no scratches, no stains. Second, the original packaging must be intact. If your item came in a box or a bag, please put it back in that same packaging. This includes any tags, manuals, or accessories that were included. We just need everything to come back the way it left us.

These conditions help us keep our inventory in good shape so we can serve all our customers well. They are not meant to be difficult. We understand that you might open the box to look at the item or try it on. That is fine. Just do not use it in a way that leaves marks or damages the product.

Items That Cannot Be Returned

Some items cannot be returned for hygiene, safety, or customization reasons. We want to be very clear about what these are, so there is no confusion. The following categories are not eligible for return under any circumstances:

• Personalized or custom-made items. If you had something made specifically for you with your name, initials, or special design, we cannot take it back. That is because it cannot be resold to anyone else.
• Intimate apparel and undergarments. For hygiene reasons, we do not accept returns on items like underwear, bras, boxers, or lingerie. This includes any item that comes into direct contact with private body areas.
• Swimwear if the protective hygiene liner has been removed or tampered with. If the liner is still intact and the item has not been worn, you can return it within the 30-day window.
• Gift cards. Once purchased, gift cards are final and cannot be refunded or exchanged.
• Downloadable software, digital products, or subscription services. These are delivered instantly and cannot be returned once access is granted.

If you are unsure whether your item falls into one of these categories, please reach out to us. We will check your order details and let you know what your options are.

How to Start a Return: Step-by-Step

We have made the return process as easy as possible. Just follow these steps, and you will be done in no time.

Step one: Contact us to let us know you want to make a return. Send an email to [email protected] with your order number and the item you wish to return. Please include a brief reason for the return. This helps us improve our products and service. Do not worry, you do not need to write a long explanation. Just a few words like “wrong size” or “changed mind” is enough.

Step two: We will reply to your email within one business day with a prepaid return shipping label and a return authorization number. Please keep this number handy. It helps us track your return and process your refund faster.

Step three: Pack your item carefully. Put it back in its original packaging if you still have it. Include all accessories, tags, manuals, and anything else that came with the item. If you no longer have the original box or bag, use a sturdy shipping box or padded envelope. Make sure the item is secure and will not move around during transit. Write the return authorization number on a piece of paper and place it inside the package.

Step four: Print the prepaid shipping label that we emailed you. Attach it to the outside of your package. Make sure it is clearly visible and not covered by tape. If you do not have a printer, you can write the shipping address by hand. But using the printed label is faster and more accurate.

Step five: Drop off the package at the carrier location listed on the label. That is usually a local post office or a drop box. Keep the receipt or tracking number that the carrier gives you. That way you can check the status of your return until it reaches us.

Where to Send Your Return

Our return address is:

EASTSTARGENERAL

101 Montgomery St, Suite 200

San Francisco, CA 94104

United States

Please make sure you use this exact address. Sending your return to the wrong place can cause delays. If you have any doubts, just check with us first. We are always happy to confirm.

What Happens After You Send the Return

Once your package arrives at our facility, we inspect the item to make sure it meets our return conditions. This usually takes one to two business days. If everything looks good, we issue your refund. As we mentioned earlier, refunds are processed within 3 to 5 business days. The money goes back to your original payment method. You will receive a confirmation email from us once the refund is complete.

If for any reason your item does not qualify for a refund, we will contact you by email. We will explain why and discuss possible options. That is rare, but we want you to know it can happen. For example, if the item shows clear signs of use or if the packaging is completely missing, we may not be able to accept it. In that case, we can arrange to ship the item back to you at your cost.

Questions?

We are here to help. If you have any questions about our return policy or need assistance with a specific order, just send us an email. We read every message and reply personally. Please reach out to us at [email protected]. We aim to respond within one business day. Do not hesitate to ask. We want your experience with EASTSTARGENERAL to be a great one from start to finish.