Refund policy

1. Scope

This Policy applies to purchases made directly from ML-Star. Purchases from an Authorized Reseller are subject to that seller’s return policy, while warranty eligibility remains governed by the ML-Star warranty terms.

2. Home Device Change-of-Mind Returns

An eligible Home Device may be requested for return within 15 calendar days after confirmed delivery. To qualify, the product must be unused, unaltered, clean, complete and in original condition with all components, cables, guides, accessories, packaging and proof of purchase. Opened or used personal-care products may be ineligible for change-of-mind return for hygiene and safety reasons, except for a verified defect or a right that cannot legally be excluded.

3. Professional Systems

Professional Systems, including Lumina, Antares and Juno, are commercial or specialized products and are not eligible for change-of-mind return unless the written order expressly states otherwise. Lumina orders are noncancelable and nonreturnable after production allocation, customization, shipment, installation scheduling, delivery or training, except for covered defect, shipping error or mandatory legal right.

4. Cancellations Before Fulfillment

A request to cancel must be made promptly. An order may be canceled without charge only if ML-Star confirms that fulfillment, allocation, procurement, customization, freight booking or other committed cost has not begun. Otherwise, reasonable documented costs, nonrefundable deposits or cancellation charges stated in the order may apply.

5. Return Authorization

Contact sales@ml-star.com before returning any item. Do not ship a return until ML-Star issues written authorization and instructions. Unauthorized returns may be refused or returned at the sender’s expense.

6. Return Shipping

For an approved change-of-mind return, the purchaser is responsible for secure packing, tracking, insurance and return shipping. If ML-Star confirms that it shipped the wrong product or that the product arrived with a covered defect, ML-Star will provide or reimburse reasonable standard return shipping approved in advance.

7. Freight Damage and Delivery Issues

Inspect the shipment promptly. For visible freight damage, note the damage on the carrier’s delivery record and photograph it before unpacking where reasonably possible. Report damage, missing items or shipping error as soon as practical, preferably within five business days. Failure to report promptly may make carrier recovery more difficult but does not eliminate warranty or statutory rights that cannot be waived.

8. Inspection and Deductions

Approved returns are inspected. ML-Star may deny a return or deduct a reasonable amount for missing components, damage, contamination, alteration, excessive handling, use or diminished value not caused by an original defect. Any deduction will be explained.

9. Refund Timing and Method

If a refund is approved, ML-Star will initiate it to the original payment method within ten business days after inspection and final approval. Financial institutions may require additional processing time. Original expedited shipping, installation, training, freight, payment-processing costs or other completed services are not refundable unless required by law or caused by ML-Star error.

10. Promotions and Discounts

A discount or coupon does not remove warranty or mandatory legal rights. An approved refund is based on the amount actually paid for the returned product, less permitted deductions.

11. Warranty Claims

A defective product is handled under the ML-Star Limited Lifetime and Standard Limited Warranty Program. Warranty remedies may include repair, replacement or credit and are not automatically the same as a return or cash refund.

12. Contact

To request cancellation, return authorization or assistance, email sales@ml-star.com or call/text 561-321-9425.