Customer care
Return Policy
We want every Starlight Ceiling order to arrive correctly and perform as expected. This page explains return eligibility, shipping responsibility, damaged or incorrect items, and how refunds are processed.
Effective July 30, 2026
Return eligibility
You may request a return within 30 days from the date your order is delivered. Approval and the final refund amount are subject to inspection and the conditions below.
- New, unopened products returned complete in their original packaging qualify for a full refund of the product price.
- Opened products must be returned with all included components, cables, hardware, documentation and available original packaging.
- Panels, controllers and accessories must not show signs of installation, wear, misuse or damage.
- Products that have been cut, trimmed, drilled, altered or otherwise modified may be refused or receive a reduced refund based on inspection.
Installed panels: mounting a panel to a drywall ceiling with a nail gun creates permanent cosmetic damage and prevents the product from being repackaged and sold as new. An approved return involving nail-gun installation is subject to a 15% handling fee calculated on the total order value. Additional deductions may apply if inspection identifies missing parts or damage beyond normal installation marks.
How to request a return
Please do not ship an item back before contacting us. Our support team must review the request and provide the correct return instructions and return address.
- Contact us through the support page or email Sales@starlightceiling.com.
- Include your order number, the items you want to return and the reason for the request.
- For damaged, incorrect or defective items, include clear photos of the product, packaging and shipping label.
- Wait for written return instructions, including the designated return location, before arranging delivery.
- Deliver the approved return to the location provided by our team and pack every item securely for transport.
Returns sent without prior authorization or delivered to an incorrect location can be delayed or refused. After arrival, our professionals will complete a full inspection before confirming the applicable fees and refund amount.
Return shipping costs
Defective or incorrect item
If the return is approved because we sent an incorrect item or the product is confirmed defective, Starlight Ceiling will cover the authorized return shipping cost.
Change of mind or other non-defect return
For approved returns that are not caused by a defect or fulfillment error, the customer is responsible for delivering the products to our designated return location and for all related transportation costs. Original shipping charges, where applicable, are not included in the product refund.
Installed or condition-affected products
Returns showing nail-gun installation marks are subject to the 15% handling fee described above. The inspection may identify additional loss of value from missing components, damage, cutting or other modification. Any additional deduction will be explained before the refund is finalized.
Damaged, missing or incorrect items
Inspect all cartons and products as soon as your order arrives. If anything appears damaged, missing or incorrect, contact our support team promptly and before installation.
- Keep the product, shipping carton, internal packaging and labels.
- Take clear photos of the outer carton, shipping label and affected product.
- Do not cut, mount, wire or modify an item that may need to be returned.
We will review the information and provide the appropriate replacement, return or troubleshooting instructions.
Refund processing
After an approved return arrives at the designated location, our professionals inspect the product, packaging and included components. We then confirm whether the return qualifies for a full refund, the 15% installed-product handling fee, or another condition-based adjustment.
Once the inspection is complete and the refund is approved, it is processed within 5–7 business days to the original payment method.
Your bank or payment provider may require additional time before the credit appears. Shipping costs paid by the customer are not refundable unless the return is approved as our fulfillment error or a confirmed product defect.
Order changes and cancellations
If you need to change or cancel an order, contact us as soon as possible. We will confirm whether the order can still be changed before processing or shipment. Once an order has shipped, the approved return process and applicable shipping responsibilities above apply.
Contact support
Have your order number ready so our team can review the request quickly. Return eligibility is separate from warranty coverage. If an issue appears after installation, review the 1100-Day Manufacturer Warranty or contact support for troubleshooting.
Email: Sales@starlightceiling.com