Star Water Filter® Return Policy

Right of withdrawal

In accordance with Article L221-18 of the French Consumer Code, the consumer has fourteen days from receipt of the order to exercise the right of withdrawal without having to give any reason.

Where an order covers several goods delivered separately, or goods consisting of several lots or pieces delivered separately, the period runs from receipt of the last good, lot or piece.

The consumer may exercise the right of withdrawal using the online withdrawal function or by any other unambiguous statement setting out the decision to withdraw. A model withdrawal form is also reproduced in our General Terms and Conditions of Sale.

The dedicated function allows the consumer to exercise the right of withdrawal directly and free of charge online: Withdraw from the contract here

This function is also accessible from the website footer, from your customer account and from orders shown in your order history.

After the online withdrawal request has been confirmed, an acknowledgement of receipt is sent to the consumer on a durable medium. This acknowledgement includes, in particular, the content of the withdrawal declaration and the date and time it was submitted.

Use of this function is not exclusive. Withdrawal may also be notified by any other unambiguous statement, including by email to stating the consumer's first and last name, order number and the explicit intention to exercise the right of withdrawal.

Arranging and sending the return

Before sending any product back, we ask the customer to contact our customer service to obtain return instructions and allow the parcel to be correctly identified and processed. This return procedure does not make exercise of the statutory right of withdrawal subject to authorisation by Premium Water Distribution SAS.

In accordance with Article L221-23 of the French Consumer Code, where the right of withdrawal applies, products must be returned without undue delay and no later than fourteen days after communicating the decision to withdraw.

The direct costs of returning the goods are borne by the consumer. The product must be properly protected and packed for transport. Use of the original packaging and protective materials supplied is strongly recommended in order to limit the risk of damage during the return shipment.

We recommend using a tracked shipping method appropriate to the value of the returned products and keeping proof of shipment until the return has been fully processed. We also recommend insuring the parcel for its value.

Where the right of withdrawal applies, Premium Water Distribution SAS issues the refund in accordance with Article L221-24 of the French Consumer Code. If the withdrawal concerns the entire order, the refund includes the price of the products and the initial delivery charges, up to the cost of the least expensive delivery method offered by Premium Water Distribution SAS for that order. Any additional costs resulting from the customer's choice of a more expensive delivery method are not refunded.

The refund is made using the same means of payment used by the customer for the initial transaction, unless the customer expressly agrees to another means of payment, provided that the refund does not give rise to any charges for the seller or the customer.

Premium Water Distribution SAS may withhold the refund until it has recovered the goods or until proof of their return shipment is provided, whichever occurs first.

Sealed products – filtration systems and Ultimate Star Filter® elements

Star Water Filter® filtration systems are intended to contain, circulate and filter water intended for consumption. Their chambers, spigots, seals, accessories in contact with water and filter elements are therefore intended to come into direct contact with this water during use.

Star Water Filter® system boxes are closed with a security sticker serving as an opening seal. This device is intended to show that the packaging has been opened. Breaking, removing or altering it establishes that the box has been opened after delivery.

Ultimate Star Filter® boxes also have their own security sticker serving as a seal. Inside, the Ultimate Star Filter® elements are additionally protected by individual vacuum-sealed blister packaging.

Breaking, opening, puncturing or otherwise compromising the integrity of this vacuum-sealed packaging establishes that the filter's individual protection has been opened.

In accordance with Article L221-28(5) of the French Consumer Code, the right of withdrawal does not apply to goods unsealed by the consumer after delivery which are not suitable for return for reasons of hygiene or health protection.

Once the seal on a system has been broken and its components unpacked or handled, Premium Water Distribution SAS can no longer guarantee the conditions in which surfaces and components intended to come into contact with water have been handled or their original sanitary condition.

Likewise, once the seal on an Ultimate Star Filter® box has been broken or its individual vacuum-sealed packaging opened or altered, Premium Water Distribution SAS can no longer guarantee the handling, exposure or storage conditions of the filter elements before any possible return to the sales circuit.

Premium Water Distribution SAS does not have a reconditioning process capable, after unsealing and handling of these components or opening of the vacuum protection around the filter elements, of restoring and guaranteeing a sanitary condition equivalent to that of a new product for resale.

Consequently, where a system or filter element has been unsealed and its unpacking, handling or the breaking of its protective packaging means that its original sanitary condition and resale under hygiene conditions equivalent to those of a new product can no longer be guaranteed, it falls within the exception to the right of withdrawal provided for in Article L221-28(5) of the French Consumer Code and cannot be returned under the right of withdrawal.

A customer considering exercising the right of withdrawal should therefore check the reference, model and characteristics shown on the packaging before breaking the seal on the system or filter box and, for Ultimate Star Filter® elements, before opening or altering their vacuum-sealed packaging.

The right of withdrawal does not under any circumstances constitute a right to use the system for fourteen days. Assembly, filling the chambers, fitting or using the spigot, bringing components into contact with water, and priming, rinsing or using the filter elements are forms of handling that may affect the sanitary condition of the product and its ability to be returned to the sales circuit.

Ultimate Star Filter®

Ultimate Star Filter® elements are intended to come into direct contact with water intended for consumption.

Priming, rinsing, wetting or using a filter element brings it into contact with water and, given its porous structure, causes water to penetrate the filter media. After such handling, Premium Water Distribution SAS no longer controls the quality of the water used, the handling, drying or storage conditions and can no longer guarantee the filter's original sanitary condition.

An Ultimate Star Filter® element that may be returned under the statutory right of withdrawal must therefore not be removed from its vacuum-sealed packaging where its integrity must be preserved, nor primed, rinsed, wetted, installed or used.

Priming, rinsing, wetting or passing water through a filter element constitutes commissioning of the product and cannot be treated as a simple visual inspection.

Inspection of returned products and fraud prevention

Diminution in value resulting from excessive handling

Where the exception to the right of withdrawal provided for in Article L221-28(5) does not apply to a product or one of its components, the consumer may nevertheless be liable, in accordance with Article L221-23 of the French Consumer Code, for any diminished value resulting from handling beyond what is necessary to inspect the goods.

When inspecting the return, Premium Water Distribution SAS checks in particular the condition of the product, its components, accessories, seals, blister packs, packaging and supplied items. Any damage, evidence of assembly or use, scratches, tightening marks, presence or traces of water, modification, damaged packaging, missing parts or other alteration may be taken into account where it results from handling beyond what was necessary to inspect the product.

Any deduction for diminished value corresponds to the actual loss in value suffered by the product and is not applied as a fixed penalty.

Withdrawal while a parcel is already in transit

If a request to withdraw is made after the parcel has already been dispatched, the customer must contact our customer service immediately.

If the parcel is refused on delivery as part of a withdrawal and is returned to us by the carrier, the direct return costs actually incurred as a result may remain payable by the consumer under the applicable rules.

Star Water Filter® 30-day satisfaction guarantee

The satisfaction guarantee is a commercial guarantee separate from the statutory right of withdrawal. It allows the customer to try an eligible complete Star Water Filter® system under normal conditions of use and, if not satisfied, to request a refund subject to compliance with its specific conditions.

Accordingly, opening the seals, opening the vacuum-sealed blister packaging of the Ultimate Star Filter® elements or bringing them into contact with water may prevent exercise of the statutory right of withdrawal under the conditions set out above, without automatically excluding the satisfaction guarantee where all of its conditions are met.

The detailed conditions are available on the Star Water Filter® satisfaction guarantee page.

Products covered

This guarantee is reserved for the purchase of an eligible complete Star Water Filter® system. It does not apply to the purchase of Ultimate Star Filter® elements, accessories or spare parts on their own.

Deadline

The equipment must be sent back within a maximum of 30 calendar days from the delivery date. The customer must therefore contact customer service sufficiently early to allow eligibility to be checked and the return to be arranged within this period.

Satisfaction-guarantee conditions

The reason for dissatisfaction must be real and substantiated. In particular, the satisfaction guarantee is not intended to cover a return motivated solely by a size, capacity, footprint or other characteristic clearly stated before purchase.

Where a difficulty results from incorrect assembly, installation, priming or use, the customer must first contact our customer service so that the necessary checks and advice can be provided.

The returned equipment must be complete, free from defects attributable to the customer and correctly repacked.

The customer must retain all original packaging and protective materials, in particular the chamber protections and the boxes and packaging for the spigot, accessories and filters.

Ultimate Star Filter® elements that have been in contact with water must be completely dry before being packed for return so as not to dampen the packaging. Before being placed back in their packaging, each filter must be enclosed in a clean, watertight plastic bag, such as a freezer bag.

Prior request

Any request under the satisfaction guarantee must be submitted to Star Water Filter® customer service by email or via the contact form, stating the order reference and the reason for dissatisfaction.

Customer service checks eligibility under the satisfaction-guarantee conditions and provides the return instructions. The equipment must not be dispatched before these instructions have been received.

This procedure relates exclusively to the commercial satisfaction guarantee and does not make either the statutory right of withdrawal or statutory guarantees subject to it.

Costs, transport and return inspection

The direct return costs under the satisfaction guarantee are borne by the customer.

The customer remains responsible for the shipment and the equipment until it is received by Premium Water Distribution SAS. We recommend using a tracked shipping method appropriate to the value of the system and insuring the parcel for its value.

On receipt, Premium Water Distribution SAS inspects the system, its filter elements, accessories, components and packaging in order to verify compliance with the satisfaction-guarantee conditions.

Where the conditions are met, the refund is made within a maximum of 30 days following receipt and inspection of the returned equipment.

Where the satisfaction-guarantee conditions are not met, in particular if the equipment is incomplete, damaged, incorrectly repacked or does not correspond to the product originally dispatched, the refund under this commercial guarantee may be refused. The equipment may then be held for the customer or sent back to the customer, and the cost of that new shipment may remain payable by the customer.

The satisfaction guarantee applies without prejudice to the statutory guarantee of conformity and the statutory guarantee against hidden defects.

Product exchanges

We do not exchange products. If you made an error when placing your order or no longer wish to keep a product, you may exercise your right of withdrawal where it applies under the conditions set out above. If you wish to try a complete system and the corresponding conditions are met, the satisfaction guarantee may also apply. In other cases, a new order should be placed.

Partial return

Where the right of withdrawal applies, it may cover all or part of the products in an order.

The products concerned are refunded under the conditions set out above. Any treatment of initial delivery charges in the event of a partial withdrawal is determined in accordance with the applicable statutory rules.

The rules relating to sealed products, hygiene requirements and diminished value remain applicable to each product being returned.

The 30-day satisfaction guarantee, on the other hand, is reserved for eligible complete Star Water Filter® systems and is not a mechanism for partially returning used elements or accessories.

Product damaged on receipt

On receiving the order, the customer must immediately check the condition of the parcel and the products received.

In order to preserve evidence and allow the complaint to be processed quickly, any visible issue discovered on receipt — for example a scratched or dented chamber, broken filter, damaged spigot or any other visible deterioration — must be reported to our customer service within 48 hours of receipt.

Where the parcel itself shows visible damage — open, torn, crushed, dented, repackaged, wet or showing signs of impact — the customer must follow the procedure below under “Parcel damaged by the carrier” and make precise reservations at the time of delivery.

The customer must keep the box, internal protective materials, packaging and bags, shipping label and all contents of the order until the complaint has been processed.

Photographs clearly identifying the parcel, its condition, its shipping label, protective materials and the product concerned may be requested in order to examine the case.

A report made after the 48-hour period does not deprive the consumer of statutory rights. The time elapsed and all available physical and traceability evidence may nevertheless be taken into account when assessing the reality, circumstances and origin of the alleged issue.

Parcel damaged by the carrier

When the order is handed over, the customer must inspect the external condition of the parcel before accepting it or leaving the collection point.

If the parcel is open, torn, crushed, dented, repackaged, wet or shows signs of impact or any other visible damage, its contents must be checked immediately and the issue must be reported according to the delivery method used.

Home delivery

For home delivery, the customer must inspect the parcel in the presence of the driver. If damage is found, precise, complete and detailed reservations must be entered on the delivery note or delivery terminal before signing or validating receipt.

The reservations must describe precisely the condition of the parcel and, where damage to its contents is identified, the product or part concerned and the exact nature of the damage.

If the parcel is clearly very seriously damaged and its contents are also damaged, the customer must refuse delivery and state precisely on the carrier's document the nature of the damage observed.

Collection from a parcel shop or retailer

When collecting from a parcel shop or partner retailer, the customer must inspect the external condition of the parcel before leaving the collection point.

If the parcel shows visible damage, the customer must report it immediately to the retailer or person responsible for the collection point and ask for the issue to be recorded or noted on any available collection document or system.

Where possible, the contents of the parcel must be checked on site. If damage or missing products appear attributable to the condition of the parcel, the customer must immediately inform the parcel shop and take photographs before leaving.

If the collection point cannot formally record a reservation, the customer must immediately photograph the condition of the parcel on site and contact Star Water Filter® customer service without delay.

Collection from an automated locker

When collecting from an automated locker, where reservations generally cannot be made with a staff member on site, the customer must inspect the condition of the parcel as soon as the locker is opened.

If the parcel shows visible damage, it must be photographed immediately, before any further handling, and the customer must contact Star Water Filter® customer service without delay.

The photographs must establish the condition of the parcel at the time of collection and clearly identify the shipment concerned.

Reservations and evidence required for a carrier claim

General wording such as “subject to unpacking”, “subject to inspection”, “parcel damaged” or “packaging damaged” does not precisely establish the nature of the damage and is insufficient as a detailed reservation.

In the event of damage attributable to transport, failure to make precise reservations or report the issue immediately may prevent Premium Water Distribution SAS from pursuing a claim against the carrier. It is therefore essential to follow the instructions corresponding to the delivery method used.

For any carrier claim to be opened, the customer must provide Premium Water Distribution SAS with photographs establishing the condition of the parcel and the products received.

The photographs must in particular show:

• the parcel as a whole;
• the areas of the box showing impacts, tears, crushing, openings or other damage;
• the shipping label still attached to the parcel and perfectly legible;
• the internal protective materials and packaging;
• the damaged product(s), with views clearly showing the nature of the damage.

The box, protective materials, shipping label and all packaging items must be kept until the claim is closed. The carrier or Premium Water Distribution SAS may request additional photographs or require the parcel to be retained for inspection.

Where damage could not be identified at the time of delivery or collection, the customer must contact Premium Water Distribution SAS as soon as it is discovered and send all photographs and information needed to examine the case without delay.

Reservations and complaints to the carrier must also be made within the applicable statutory time limits.

If the reservations, photographs or evidence needed to open a carrier claim are not available, Premium Water Distribution SAS may be unable to obtain compensation from the carrier. Any complaint will then be examined in light of all available evidence, including the condition of the parcel, the nature of the damage, the time taken to report it, photographs, the shipping label, protective materials and available traceability data.

These provisions governing carrier claims do not affect the consumer's statutory rights against the seller.

Incomplete parcel or incorrect product

The contents of the order must be checked as soon as it is received.

In order to preserve evidence and allow us to carry out the necessary checks quickly, any missing part, missing product or product received in error must be reported to customer service within 48 hours of receipt.

The customer must keep the packaging, protective materials, bags, shipping box and the shipping label attached to it, as well as the products received, until the case has been processed. Premium Water Distribution SAS may request photographs of these items in order to check the circumstances of preparation, packing and delivery of the order.

Premium Water Distribution SAS may compare the complaint with objective information available concerning preparation and dispatch of the order, including logistics checks, parcel-weight data, references picked and other available traceability information.

A report made after the 48-hour period does not deprive the consumer of statutory rights. The time elapsed and the available evidence and traceability information, including preparation and parcel-weight data, may nevertheless be taken into account when assessing the reality and origin of the alleged issue.

Where a product was sent in error by Premium Water Distribution SAS, return instructions are provided to the customer and the corresponding costs are borne by Premium Water Distribution SAS. Where a product is genuinely missing, it is dispatched as soon as possible after the complaint has been checked.

Guarantee claim

Requests concerning a product presenting a defect or malfunction are handled by our after-sales service independently of the right of withdrawal and the satisfaction guarantee.

The consumer's statutory guarantees apply independently of any commercial guarantees offered by Premium Water Distribution SAS.

For any request, please contact Star Water Filter® by email at .

In order to identify the origin of the problem precisely and determine the appropriate solution, our after-sales service may request the information and evidence needed to examine the case: a precise description of the malfunction, photographs, video, product reference, installation conditions, priming operations or tests carried out depending on the nature of the problem.

As some malfunctions may result from incorrect assembly, priming or use, these checks make it possible to distinguish a usage issue from an actual product defect and determine the appropriate procedure.

Where a claim falls under a statutory guarantee and requires a product to be returned or sent, this is handled free of charge for the consumer under the conditions laid down by the applicable regulations.

For further details on the guarantees applicable to our products, please see the General Terms and Conditions of Sale.

Order cancellation before dispatch

If you wish to cancel your order before it is dispatched, contact us as soon as possible by email at .

If the order has not yet been handed over to the carrier, we will cancel and refund it. If it has already been dispatched, the rules relating to the right of withdrawal and returns described above will apply.

Non-collection, incorrect address or failed delivery

Failure to collect a parcel, refusal for a reason unrelated to visible transit damage, or return due to an incorrect or incomplete address attributable to the customer does not constitute exercise of the right of withdrawal.

Where, for one of these reasons, the parcel is returned to Premium Water Distribution SAS, the order is refunded after receipt and inspection of the return, less the initial delivery charges actually incurred and the actual return charges invoiced to Premium Water Distribution SAS by the carrier.

If the customer ultimately wishes to receive the products, a new order must be placed.