Return and Refund Policy

Table of Contents
    This Return and Refund Policy applies only to products purchased through official Seestar channels. If your product was purchased through a third-party platform or an authorized reseller, please contact the original seller for after-sales support. Return, refund, and warranty policies may vary depending on the sales channel. For warranty-related issues, please refer to our Warranty Policy. We offer Free Returns at checkout for a small, optional fee. If Free Returns is purchased, you will receive a prepaid return shipping label for eligible returns. If Free Returns is not purchased, you will be responsible for the cost of the return shipping label.
    To start a return, please visit our Customer Portal.

    1. Easy 30-Day Return Window

    You may request a return within 30 days of delivery under the following conditions:

      1.1 Unopened Items

    • Products must be unopened, unused, and in their original packaging, including outer box, accessories, manuals, and other original materials.
    • Packaging must be intact and free from damage, writing, stickers, or alterations. Incomplete or damaged packaging may result in a restocking fee or return refusal.
    • A full refund will be issued for eligible items, minus the cost of a pre-paid shipping label if applicable.

      1.2 Opened but Like-New Items

    • Products opened but in like-new condition (no scratches, all packaging intact) are subject to a 10% restocking fee.
    • Incomplete or damaged packaging may incur additional charges for missing/damaged items.
    • Customers are responsible for return shipping costs.

      1.3 Defective or Damaged Items

    • If a product is defective upon arrival or develops a manufacturing-related issue within 30 days, customers will receive a full refund or replacement.
    • No restocking or return shipping fees apply.
    • Claims must be submitted within 30 business days of receipt, including photo or video evidence. After 30 days, product issues fall under our Warranty Policy.

    2. Return Exclusions

    We reserve the right to refuse returns in the following cases:
    1. Requests made after the 30-day return window unless defective upon arrival.
    2. Liquid ingress, moisture damage, or corrosion.
    3. Damage caused by external forces (scratches, enclosure deformation, broken Type-C port).
    4. Unauthorized disassembly, third-party repair, refurbishment, modification, or firmware flashing.
    5. System modification or missing/altered warranty labels.
    6. Improper installation or failure to follow instructions.
    7. Force majeure events (flood, fire, earthquake, lightning, severe shock or compression).
    8. Damage caused by misuse or improper operation during use.
    9. Lack of valid proof of purchase or warranty documentation.
    10. Second-hand products.
    11. Other conditions specified in this policy.

    3. Cancellations

      3.1 Before Shipment

    • Orders cancelled before shipping will receive a full refund to the original payment method.

      3.2 After Shipment / In Transit

    • Once shipped, orders cannot be cancelled.
    • Customers may return products after receipt according to the Easy 30-Day Return Window.

    4. Return Process

      Step 1: Request a Return
      Go to our Returns Portal within 30 days of receipt. Enter your order number and email, then follow the prompts to select the item(s) you wish to return, specify the reason, and upload photos or videos if applicable.
      Step 2: Receive Pre-Paid Label
      Once your return request is approved, the return shipping process depends on the reason for your return:
    • Product issue (defective, DOA, wrong item, etc.): We'll email you a pre-paid return label and instructions.
    • Personal reason (not due to defective products, DOA, or wrong items, including change of mind): If you purchased Free Returns + Package Protection, the return shipping cost is covered by the insurance. If not, you'll be responsible for the return shipping fee.
      Step 3: Return the Item
      Once your return request is approved, you must ship the item back within 14 days of approval.
    • If you receive a pre-paid label: Print and attach it, then drop off the package at the designated carrier.
    • If you're arranging your own shipping: Use a trackable shipping service and follow the return instructions provided.
      Step 4: Refund Processing
      After we receive and inspect the item:
    • Approved returns: The refund will be issued to your original payment method within 3–5 business days.
      • Product issue returns: Full refund, including original shipping costs.
      • Personal reason returns: Refund for the item price only. Original shipping charges are non-refundable and will be deducted from the refund.
    • Rejected Returns: If rejected (product not eligible or damaged), the item will be returned at the customer’s expense, including shipping, customs, and duties.

    5. Exchange Service

      Products purchased from Seestar official website are eligible for exchange within 30 days of receipt under the following conditions:
    • DOA – Quality Issue: If a manufacturing defect is found within 30 days of receipt, contact Seestar Support. Approved DOA items will be replaced free of charge or refunded.
    • Shipping Damage: If shipping damage is observed on delivery (within 3 days), including visible water damage, crushing, or deformation, contact Seestar Support with photos and delivery proof.
      Component Replacement: Faulty accessories or parts may be replaced individually; this does not constitute a full product exchange.
      Exchange Exclusions: Same as Return Exclusions above.

    6. Exchange Process

      Step 1: Request Exchange
      Go to our Returns Portal within 30 days of receipt. Enter your order number and email, then follow the prompts to select the item(s) you wish to return, specify the reason, and upload photos or videos if applicable.
      Step 2: Receive Pre-Paid Label
      Once your return request is approved, the return shipping process depends on the reason for your return:
    • Product issue (defective, DOA, wrong item, etc.): We'll email you a pre-paid return label and instructions.
    • Personal reason (not due to defective products, DOA, or wrong items, including change of mind): Your return is handled through Redo. If you purchased shipping insurance, Redo will cover the return shipping cost. If not, you'll be responsible for the return shipping fee.
      Step 3: Return the Item
      Once your return request is approved, you must ship the item back within 14 days of approval.
    • If you receive a pre-paid label: Print and attach it, then drop off the package at the designated carrier.
    • If you're arranging your own shipping: Use a trackable shipping service and follow the return instructions provided.
      Step 4: Exchange Processing
      After verification, a replacement will be shipped to the original or updated address. If the item is ineligible, it will be returned at customer expense, including shipping, customs, and duties.

    7. Important Notes

    • Products sold in different regions may vary; return, exchange, and warranty services may differ.
    • Returned products must be inspected by Seestar or authorized service centers. Seestar covers inspection, parts, labor, and shipping if a product defect is confirmed.
    • If the product does not meet free repair or exchange conditions, customers may choose paid repair or return at their expense.
    • Incorrect shipping addresses or refused deliveries are the customer’s responsibility.
    • Repairs or returns may result in data loss; Please back up your data.
    • Seestar products are available in Mainland China and Overseas versions. Mainland China versions can only be activated and used within Mainland China, Hong Kong, and Macau; activation elsewhere is not supported and not eligible for warranty or after-sales service.

    8. Limitation of Liability

    • To the maximum extent permitted by law, Seestar’s liability is limited to the obligations stated in this policy. Seestar is not responsible for indirect, incidental, or consequential damages (e.g., data loss or missed observation opportunities).
    • Seestar reserves the right to interpret and update this policy. The latest version will be published on the official website.
    • For questions or region-specific information, please submit a ticket through our Help Center.

    9. Refund Timing

    • Refunds are issued once the returned item is received, inspected, and confirmed at our warehouse.
    • Refunds are credited back using the original payment method, typically within 3–5 working days.
    • Bank transaction fees may apply and are not refundable. Please check with your bank before ordering.

    10. Related Policies

      For warranty coverage, repair services, and warranty exclusions, please refer to our Warranty Policy.

    11. Contact Us

      If you have any questions regarding returns or refunds, please submit a ticket through our Help Center.