Refund Policy · Startoner

At Startoner we want your purchase to be perfect. If for any reason you're not satisfied, you have two routes to return the product: your statutory right to withdraw and our extended 30-day commercial policy.

1. Your right to withdraw / cancel (14 calendar days)

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (UK) and Article 9 of the EU Consumer Rights Directive 2011/83 (EU), you have the right to cancel within 14 calendar days from receipt of the goods, without giving any reason.

To exercise the right, simply notify us by e-mail (info@star-toner.com), phone (+34 651 78 80 90) or using the model cancellation form below.

Model cancellation form (Schedule 3 Part B, CCR 2013 / Annex I.B 2011/83)

To CHICTRATEC S.L. (Startoner)
Calle Océano Atlántico 38, Palmones, 11379 Los Barrios, Cádiz, Spain
Email: info@star-toner.com · Tel: +34 651 78 80 90

I hereby give notice that I cancel my contract of sale of the following goods:
· Product: __________
· Order no.: __________
· Date of order / receipt: __________
· Consumer's name: __________
· Consumer's address: __________
· Signature (only if notification on paper): __________
· Date: __________

You can copy the form directly or request it in PDF by writing to info@star-toner.com.

2. Extended commercial policy (30 days)

As an additional commitment, Startoner extends the statutory period to 30 calendar days. That means even after the 14 statutory days have passed, you can still return the product for a further 16 days under the same conditions, provided the item is in its original state.

3. Condition of the product

For the return to be accepted, the product must:

  • Keep its original packaging and seals intact.
  • Show no signs of use or installation.
  • Include the original invoice or delivery note.

4. Exceptions to the right to cancel

Under Schedule 1 paragraph 28(1)(g) CCR 2013 (UK) / Article 16 of Directive 2011/83 (EU), the right to cancel does not apply where:

  • Goods that are sealed for health protection or hygiene reasons have been unsealed after delivery (toner and ink cartridges with broken vacuum seal, by analogy).
  • Goods are made to your specifications or clearly personalised: special bespoke orders.

5. Return windows and costs

  • You have 14 calendar days from notifying us of cancellation to send the goods back (Reg. 35 CCR 2013).
  • If the return is due to our mistake (defective, wrong or transit-damaged product), Startoner covers all shipping and collection costs.
  • If the return is due to change of mind (cancellation without defect), the direct costs of return are at your charge. Indicative estimate: £4-£9 / 4-9 € depending on weight and carrier; on request we provide a prepaid label and deduct the cost from your refund.

6. Refund

Under Reg. 34 CCR 2013 (UK) / Article 13 Directive 2011/83 (EU), we will refund all payments received (including initial delivery costs, except supplementary costs arising from your choice of a delivery type other than the cheapest standard delivery) without undue delay and at the latest within 14 calendar days from the day we receive notice of your cancellation.

We may withhold the refund until we have received the goods back, or you have supplied evidence of having sent the goods back, whichever is the earliest (Reg. 34(8) CCR 2013).

The refund will be made using the same payment method you used for the original transaction, unless you expressly agree otherwise.

7. Statutory rights and consumer guarantees

Independent of the right to cancel, all our products carry the statutory rights set out in the Consumer Rights Act 2015 (UK): goods must be of satisfactory quality, fit for purpose and as described. You have a 30-day short-term right to reject, plus rights to repair or replacement and a final right to reject within 6 months. EU customers benefit from a minimum 2-year statutory warranty under Directive (EU) 2019/771.

8. How to start the process

  1. Send an email to info@star-toner.com with the subject "Withdrawal · Order no. ___" or use the form in section 1.
  2. You'll receive shipping instructions and, if applicable, a prepaid label within 24 working hours.
  3. We process the refund within the statutory 14-day window.

9. Dispute resolution

If you're not satisfied with our resolution, you can turn to:

  • The Citizens Advice consumer helpline · 0808 223 1133 (UK).
  • Trading Standards via your local council (UK).
  • An approved Alternative Dispute Resolution (ADR) body under the CRA 2015 / CCR 2013.
  • EU customers: European Online Dispute Resolution (ODR) platform: https://ec.europa.eu/consumers/odr.

Last updated: 27 April 2026.