Refund policy

At Five Stars Door, we want you to be completely satisfied with your purchase. This policy is designed to be clear, fair, and fully compliant with Google Merchant Center and U.S. consumer protection standards.

 

1. Return Eligibility & Timeframe

 

We accept returns for both defective/damaged products and non-defective products.

  • Return Window (Return Period): You have 30 days from the date of delivery to request a return.

  • Eligible Condition: All returned items must be new, unused, uninstalled, and in their original packaging. Items that have been installed, modified, or damaged by the customer after delivery are not eligible for return.

  • Defective/Damaged Items: If your item arrives defective, damaged, or incorrect, you must contact us within 48 hours of delivery. We will handle the return, replacement, or refund at no cost to you.

  • Please note: All custom-made products are built to your specifications and are therefore non‑returnable and non‑refundable.

 

2. Return Process & Fees

 

 

Requesting a Return

 

To initiate a return within the 30-day window, please contact us with your order number and reason for return:

  • Email: sales@fivestarsdoors.com

  • Phone: (619) 604-3026

Once approved, we will provide detailed return instructions and the return shipping address.

 

Return Shipping Responsibility

 

Return Type Return Label / Shipping Fee
Non-Defective Products (e.g., Change of Mind) Customer is responsible for all return shipping costs.
Defective, Damaged, or Incorrect Products We will cover all return shipping costs or provide a pre-paid return label.

 

Restocking Fee

 

All returns for non-defective products are subject to a 15% restocking fee of the product price. This fee is automatically deducted from your final refund amount.

The 15% restocking fee is waived for all returns involving defective, damaged, or incorrect products.

 

3. Refunds & Exchanges

Refund Processing Time

Refunds are processed within 7–10 business days after the returned item is received at our warehouse and passes inspection.

Once processed, the refund will be credited back to your original payment method. The exact time the funds appear in your account may vary based on your bank or credit card provider.

Exchanges

We do not accept exchanges.

If you require a different product, color, or size, you must follow the return process above to obtain a refund for the original item and then place a new order for the desired product.

4. Contact Us

 

If you have any questions about this policy or your specific return, please contact our support team:

  • Email: sales@fivestarsdoors.com

  • Phone: (619) 604-3026

  • Address: 3655 Camino del Rio West, San Diego CA 92110

    Five Stars Door