Política de reembolso

Last updated: July 2026

Physical Products

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unused and in its original packaging. You will also need the receipt or proof of purchase.

To start a return, contact us at hello@scanstar.co. Please note that items sent back to us without first requesting a return will not be accepted.

Return Shipping
Return shipping costs are the responsibility of the customer unless the return is due to a defect, damage, or error on our part. We recommend using a tracked shipping method as we cannot be responsible for items lost in transit. In cases where we provide a return shipping label, the cost of the label will be deducted from your refund.

Restocking Fee
A restocking fee of 30% of the item value may be applied to returns that are not due to a defect or error on our part. This covers inspection, repackaging, and processing costs.

Damages and Issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue and make it right. In these cases, return shipping is covered by ScanStar and no restocking fee applies.

Exceptions — Non-Returnable Items
The following items cannot be returned under any circumstances:

• Customised products, including plates printed with custom designs or branding
• Products that have been activated, programmed, or used
• Sale items or gift cards

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Store Credit
In certain situations, we may offer store credit as an alternative to a cash refund. Store credit is valid for 12 months from the date of issue and can be applied to any purchase on scanstar.co. We reserve the right to offer store credit in lieu of a cash refund where we consider this appropriate, and we will always communicate this clearly before processing your return.

European Union — 14 Day Cooling Off Period
If your order is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without justification. Your item must be in the same condition that you received it, unused and in its original packaging, with proof of purchase. Return shipping costs remain the responsibility of the customer in these cases, and a restocking fee may apply.

Refunds
We will notify you once we have received and inspected your return and let you know if the refund was approved. If approved, you will be automatically refunded to your original payment method within 10 business days, minus any applicable restocking fee or return shipping costs. Please allow additional time for your bank or credit card company to process the refund.

If more than 15 business days have passed since we approved your return, please contact us at hello@scanstar.co.

Platform Subscriptions

Monthly subscriptions may be cancelled at any time from your account settings. Cancellation takes effect at the end of the current billing period. No partial refunds are issued for unused time within a billing period.

Annual subscriptions cancelled within 14 days of the initial purchase and without significant platform use may be eligible for a full refund or store credit. Contact hello@scanstar.co to request this. After 14 days, no refunds are issued for annual subscriptions.

If we terminate your account without cause, you will receive a pro-rata refund for any remaining paid period.

Subscription Store Credit
In certain cases, we may offer store credit as an alternative to a subscription refund. Store credit can be applied to future subscription payments or physical product purchases on scanstar.co.

Early Adopter Lifetime Access

Customers who purchased a ScanStar plate during the early adopter period and received lifetime platform access are not entitled to a refund on the lifetime access component once the plate has been activated and the account created.

Exceptions and Goodwill

We understand that every situation is different. If your situation is not covered by this policy, contact us at hello@scanstar.co and we will do our best to find a fair solution, which may include a partial refund, store credit, or replacement at our discretion.

Contact

For any questions about returns or refunds, contact us at hello@scanstar.co.