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Blackstar – Returns & Refund Policy
Return & Refund Policy
Thank you for shopping with Blackstar.
This Returns & Refund Policy applies to products purchased directly from the official Blackstar online stores.
Products purchased from authorised retailers or distributors must be returned in accordance with the retailer’s or distributor’s own returns policy.
Customers purchasing through the Blackstar EU online store also benefit from the statutory 14-day Right of Withdrawal under applicable European consumer protection legislation. Details of this right are provided below.
Return Window
UK Store
Blackstar offers a 30 calendar day return period from the date you receive your order.
EU Store
If you purchased through the Blackstar EU online store and are a consumer residing within the European Union, you have the legal right to cancel your purchase within 14 calendar days of receiving your goods without giving any reason (the “Right of Withdrawal”).
In addition to this statutory right, Blackstar also offers a voluntary 30-day return period, subject to the conditions set out in this policy.
Direct Purchases Only
Only products purchased directly from the official Blackstar online stores are eligible for return under this policy.
Products purchased through authorised retailers, dealers or distributors should be returned directly to the original place of purchase.
EU Right of Withdrawal
If you purchased your order through the Blackstar EU online store, you have the legal right to withdraw from your purchase within 14 calendar days from the day you receive your goods, without providing any reason.
Once you have informed us of your decision, the goods must be returned within 14 days.
Return Authorisation (RA)
To help us process returns efficiently, please contact our Customer Service team before returning any product.
Once approved, we will issue you with:
- A Return Authorisation (RA) number
- Return instructions
- A prepaid return label if the product is confirmed to be faulty
Please clearly display the RA number on your return package.
The Return Authorisation process is designed to help us process your return efficiently and does not affect your statutory consumer rights.
Returns sent without prior contact may result in delays in processing.
Non-Returnable Items
The following items cannot be returned unless they are faulty or required by applicable consumer law:
- Personalised or customised products
- Products modified at the customer’s request
- Mobile app purchases made through the Apple App Store or Google Play Store
- Digital downloads or software where download or access has begun with the customer’s prior consent and acknowledgement that the Right of Withdrawal is lost
How to Return an Item
Please contact our Customer Service team:
Email: service@blackstaramps.com
Please include:
- Your order number
- The email address used for your purchase
- The reason for your return (optional for EU Right of Withdrawal requests)
If your return is approved, we will provide:
- Your Return Authorisation (RA) number
- Return instructions
- A prepaid return label if the product is faulty or incorrectly supplied
Packaging Your Return
Please return the product, where possible, in its original packaging together with all supplied accessories, manuals and documentation.
For returns made under the EU Right of Withdrawal, products should be returned within 14 days of notifying us of your decision to cancel.
Customers are welcome to inspect products as they would in a retail store. However, if the goods have been handled beyond what is necessary to establish their nature, characteristics and functioning, Blackstar may reduce the refund to reflect any loss in value where permitted by applicable law.
Returning Your Item
Please use a tracked shipping service when returning your item.
Unless the product is faulty, damaged in transit or incorrectly supplied, customers are responsible for the cost of returning their goods.
Refunds
Once your returned item has been received and inspected, we will notify you that your refund is being processed.
Refunds will always be issued using the original payment method.
UK Returns
Refunds are typically processed within 10 business days of receiving the returned goods.
EU Right of Withdrawal
For cancellations made under the EU Right of Withdrawal, refunds will be processed within 14 days of receiving the returned goods or receiving satisfactory evidence that they have been returned.
Blackstar will also refund the original standard delivery charge paid when placing the order.
Additional delivery charges resulting from selecting an expedited or premium delivery service are not refundable.
Payment Methods
Credit or Debit Card
Refunds will be issued to the original payment card.
Buy Now, Pay Later Services
For Klarna, Afterpay or similar payment providers, refund processing times are determined by the payment provider. Please contact them directly regarding the status of your refund.
Exchanges
Blackstar does not currently offer direct exchanges.
If you would like a different product, please return your original purchase for a refund and place a new order.
Warranty Support
If your product develops a fault after the 30-day return period, it may be covered under the Blackstar warranty.
Please contact:
Email: help@blackstaramps.com
Your product is covered by a 12-month warranty from the date of purchase (subject to the applicable warranty terms).
Frequently Asked Questions
Can I return my order if I change my mind?
Yes.
UK customers may return eligible products within Blackstar’s voluntary 30-day return period.
Customers purchasing through the Blackstar EU online store also have a statutory 14-day Right of Withdrawal, allowing them to cancel their purchase without giving any reason.
What if my product is faulty?
If your product develops a confirmed fault within 30 days of delivery, Blackstar will arrange an appropriate remedy, which may include a repair, replacement or refund in accordance with your statutory rights.
Where applicable, Blackstar will provide a prepaid return shipping label.
Who pays for return shipping?
If the return is due to a confirmed product fault, incorrect item supplied or shipping error, Blackstar will cover the return shipping costs.
For change-of-mind returns, customers are responsible for the cost of returning the goods.
What happens if my product becomes faulty after 30 days?
Please contact our Customer Service team at help@blackstaramps.com.
Your product may be covered under the Blackstar warranty, and our support team will be happy to assist you with troubleshooting and the warranty process.