Refund and Returns Policy

At Stellarhat, every rattan, bamboo, and wooden table lamp is painstakingly hand-woven from natural fibres.
Slight variations in colour, weave, or dimension are hallmarks of genuine craftsmanship—not defects.
Because each lamp is individually created, we balance customer happiness with the delicate nature of artisanal goods through the fair policy below.

7-Day Full-Refund Guarantee

  • If your lamp arrives damaged in transit or materially different from your order, email us at [email protected] (or call +84396640733) within 7 days of delivery.
  • Once approved, choose either a full refund or a free replacement.
  • The item must be returned
    – in its original condition
    – with all packaging, parts, and inserts intact
    – and with proof of purchase (order number or confirmation email).

10-Day Change-of-Mind Return

Changed your décor plan? No problem. You may return an unused lamp for any reason within 10 days of delivery provided that:

  • The lamp is unused and in resalable condition.
  • It is packed securely in the original—or equivalent—protective packaging.
  • Damage incurred during return shipping voids eligibility.

Returns Not Accepted If You

  • Use, damage, or alter the lamp after delivery.
  • Discard the original packaging, accessories, or documentation.
  • Request a return outside the eligible time frames (7 days for damaged/incorrect items, 10 days for change-of-mind).
  • Provide no proof of purchase.
  • Present an item that is not in resalable condition (scratches, stains, odours, deformation).
  • Object to minor, natural variations that signify hand-made authenticity.

Return Conditions & Quality Assessment

Only lamps that arrive at our warehouse in original, undamaged condition pass inspection for refund or exchange.
Minor deviations in weaving pattern, fibre thickness, or tonal shading are expected characteristics of handcraft and are not considered defects.

Simple Return Procedure

  1. Contact us first via [email protected] or +84396640733 to obtain a Return Authorisation (RA).
  2. We confirm eligibility and email you step-by-step packing & shipping instructions—including any prepaid labels, where applicable.
  3. Ship the lamp back using the original carton (or equivalent rigid box with cushioning). Retain your shipping receipt until the return is processed.

Return Shipping & Fees

  • Damaged / defective items: We pay return shipping.
  • Change-of-mind returns: You pay return shipping and assume transit risk. A flat 30 000 VND processing fee is deducted from the refund to cover inspection and restocking.

Important Notes

  • Inspect your package immediately upon arrival and report issues within 7 days.
  • Returns without prior authorisation or inadequately packed items may be refused or subject to additional fees.
  • Refunds are issued to the original payment method within 5–7 business days after we approve the return.
  • This policy does not limit any statutory rights you may have under local consumer-protection laws.

Need Help?

Questions? Concerns? Our customer-care team is ready to assist at [email protected] or +84396640733.
Thank you for choosing Stellarhat and for supporting sustainable, handmade craftsmanship.