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Return and Refund

StarSleep Return & Refund Policy

Thank you for shopping with StarSleep. We want you to be fully informed about how cancellations, returns, and refunds are handled. Due to the specialized nature of medical equipment, strict hygiene standards, and manufacturer requirements, we maintain clear policies to protect all customers. Please read this policy carefully.

In-Store Purchases: If you purchased in-store, returns are subject to the individual retailer’s policies. Please contact your StarSleep retailer directly with any questions regarding in-store purchases.

1) Order Cancellation

A. Before Shipping

Please email customers@starsleep.co. Our customer service team will respond within 24 hours.
For all canceled orders, an 8% handling fee will apply.

B. Shipped but Not Received

You may cancel the order. For all Orin Bed cancellations after shipment, you are responsible for shipping charges and a 30% restocking fee.
Refunds will be issued to the original payment method. Please allow 5–10 business days for the refund to appear, depending on your bank or card provider.

C. Delivered

Please refer to the Return Policy below.

2) Order Modification

A. Before Shipping

Modifications are free of charge. Please email customers@starsleep.co to request changes.

B. After Shipping

No modifications are permitted once an order has shipped.

3) Damaged Deliveries

If your StarSleep Orin Bed arrives damaged, missing parts, or inoperable, please contact us immediately. We will arrange a repair or replacement at no cost, including shipping.

Important: Damaged beds cannot be returned for a refund.

4) Returns, Refunds & Exchanges

A. Non-Returnable Items (Final Sale)

For hygienic and manufacturer compliance reasons, the following products are not eligible for return, refund, or exchange:

Custom Hospital Beds, HI-LOW Beds, Sleep-to-Stand Beds, Medical Beds, and Therapy Beds.

Once your order is processed, your bed enters production and the order becomes final and non-refundable.

B. Eligible Returns (Approved Cases Only)

Depending on the product, we may approve an exchange or refund within 30 days of purchase for eligible items. To qualify, the product must be:

  • New, unopened (sealed), unused, and unassembled

  • Returned in the original box/packaging

  • Includes all original parts, manuals, tags, and accessories, intact

Signs of use include, but are not limited to: scratches, cracks, dirt, pet hair, odors, any evidence of installation or assembly, wear to cushions/rails/fabric, or missing accessories.

C. Return Authorization & Inspection

A Return Authorization (RA) is required before any return is shipped.
Customers are responsible for return shipping to our factory docks.
Refunds are issued only after the item is received in like-new condition and passes a full inspection.

Fees & Customer Responsibilities

  • A 30% restocking fee applies to all approved returns.
    (Restocking fees cover inspection, processing, and repackaging costs.)

  • Return shipping is the customer’s responsibility.

  • Original shipping and installation fees are non-refundable.

  • If the product does not meet the return conditions above, we may refuse the return and deny the refund.

Transit Damage Resolution

In the unlikely event your item is damaged in transit, StarSleep will promptly resolve the issue by coordinating a repair or replacement through the factory.