Star Water Filter® Returns Policy

1- Right of withdrawal

In accordance with article L221-18 of the French Consumer Code, the buyer has a period of fourteen calendar days from delivery of the order to exercise his right of withdrawal and return the product to Star Water Filter® for reimbursement. The purchaser must return the package at his own expense. All returns are the responsibility of the purchaser.

After verification by our returns department, a refund will be made, after deduction of the costs of managing the return, amounting to :
- the amount of the delivery costs when the order was placed
- 10 € if delivery was free (France)
- 15 euros if delivery was free (Europe excluding France).

The return must be made in the original packaging, with care and adequate protection, without undue delay, within a maximum of 14 days following approval of the return by Star Water Filter®. Return postage costs are at the customer's expense.

Special case: for a parcel in transit, a request for retraction with refusal of the parcel will generate additional costs for the return of the parcel normally payable by the customer. This amount is equivalent to the price of the initial delivery, with a minimum of 10 euros.

The seller declines all responsibility for the correct routing of the return of the parcel, which means that any parcel lost by the carrier during the return cannot be deemed to be the responsibility of the seller. We strongly recommend that you insure the parcel for the value of the order.

Your request must be made in writing by email to indicating your Surname, First Name, order number and date, and explicitly stating your right of withdrawal to Star Water Filter®, for example using the following model:

‘Dear Sir/Madam,

On (date), I placed an order with you by (telephone, post, Internet) and took delivery on (date).

In accordance with Article L. 221-18 of the French Consumer Code, I hereby inform you that I wish to exercise my right of withdrawal in respect of this order and I will return it to you within the next fourteen days in the manner you specify.

(If you have paid a deposit or the entire order) Please refund the sum of (...) euros that I paid you by (credit card, etc.).

Thank you very much. Yours faithfully

(Signature)’

Star Water Filter® specifies that, by virtue of article L221.28, this right of withdrawal cannot be exercised on goods which have been unsealed by the consumer after delivery and which cannot be returned for reasons of hygiene or health protection. Please note that products in this category that have been unsealed and/or used will not be eligible for any refund, except under the satisfaction guarantee.

2- Product exchanges

We do not exchange products. If you have made a mistake when placing your order or if you simply do not wish to use a product you have received, you may request its return within 14 calendar days of receipt of your order, under the same conditions as the right of withdrawal.

3- Partial returns

In the event of a partial return of an order, no handling fee will be charged if the product returned does not represent the main part of the order.

4- Damaged product

Upon receipt of their order, it is the responsibility of each customer to inspect its contents to ensure product conformity. If a product is damaged (a scratched or dented chamber, a broken filter, a damaged tap, etc.), you must contact customer services within 48 hours in order to benefit from the possibility of replacing the item, in accordance with the guarantee. All replacements must be sent to an address in the same country as the original order. If the item is sent to another country, postage costs will be charged to the customer.

5- Delivery times exceeded

If the parcel is dropped off at a delivery point, it will be held for between 5 and 8 days, depending on the carrier. Every effort is made to enable the buyer to track the delivery and availability of his parcel. After this period, the return to the warehouse of a parcel that has not been collected will incur costs to be borne by the purchaser. These costs represent the amount of the outward and return delivery charges and will be specific to each order.

6- Packages damaged by the carrier

The buyer is obliged to check the condition of the packaging and the contents of the goods on delivery in the presence of the carrier.

ATTENTION: without having unpacked the parcel in the presence of the carrier, the words ‘subject to unpacking’ have no legal value. As a result, no claims will be accepted after the carrier has left.

- If the parcel is delivered damaged, the buyer must open it in front of the carrier to note the damage to the products, and also make reservations by noting the damage on the delivery note before signing for it.
If all the contents are damaged, the buyer must refuse the parcel, noting the nature of any damage on the delivery note.
- If there is only one damaged accessory, this must be mentioned on the delivery note. The buyer must photograph the damage and contact our customer service department immediately.
- If a product is missing as a result of opening the parcel before delivery, the buyer must mention the missing items on the delivery note before signing for them.

7- Incomplete parcel or product error

For incorrect or incomplete orders, please contact Star Water Filter® within 48 hours of receipt to inform us of any parts not received or received in error. Items sent in error must be returned to Star Water Filter® using the return label sent by email. Star Water Filter® will send the missing products as soon as possible.

8- Warranty claims

Products sent under warranty are free of charge.

For any defective product requiring repair or replacement under our limited warranty (including Ultimate Star Filter® purification elements covered by a two-year proportional limited warranty), please contact Star Water Filter® by email at

For details of our product warranty, please refer to our terms and conditions.

Some of the problems you experience may be the result of incorrect installation. Therefore, before coming to any conclusion, it is necessary to discuss the matter with our after-sales service. You will need to describe the problems as precisely as possible. On the basis of this information, the After Sales Service will be able to determine the best procedure to implement.

9- Order cancellation

If you change your mind and wish to cancel your order before it has left the Star Water Filter® premises, simply send us an email at to let us know that you would like a refund. We will refund your order immediately. In the case of an order already in transit, any request for cancellation will be considered as a request for retraction.

10- Cancellation or refusal for late delivery

Premium Water Distribution SAS is not responsible for delivery times. Communications made by carriers after the package has been picked up at our logistics centre are under the responsibility of the carriers. Any delay or rescheduling of delivery communicated by the carrier cannot be attributed to Star Water Filter®.

No delivery time is guaranteed, with the exception of Chrono 13 express delivery.

Unless delivery is delayed beyond a reasonable time, any request for cancellation of an order or refusal of delivery due to late delivery, which would result in the return of the parcel to our warehouse, will be reimbursed after deduction of all actual preparation and transport costs associated with the said order.