Refund policy


Last Updated: 12/07/2025

At Starpack (Pty) Ltd., customer satisfaction is our top priority. If you are not entirely satisfied with your purchase, we’re here to help. Please read our Return and Refund Policy carefully to understand your rights and responsibilities.

1. Eligibility for Returns

To be eligible for a return, your item must:

  • Be unused and in the same condition you received it

  • Be in its original packaging

  • Be returned within 7  days of delivery

  • Include proof of purchase (receipt, invoice, or order confirmation)

Please Note:
The following items are non-returnable unless damaged or defective:

  • Perishable or food-related consumables

  • Opened hygiene or food service items (e.g. catering disposables)

  • Customized, made-to-order, or special bulk orders

2. Damaged or Defective Items

If your item arrives damaged or defective:

  • Contact us within 48 hours of delivery

  • Provide clear photos of the damaged item(s) and packaging

  • We will arrange a replacement, credit, or refund at our discretion

3. How to Request a Return

To initiate a return:

  1. Email us at sales@starpack.co.bw or call +267 3132612

  2. Include your order number, item(s) you wish to return, and reason for return

  3. Wait for confirmation and instructions from our team before sending anything back

4. Shipping Costs for Returns

  • If the return is for any other reason (e.g. change of mind), you are responsible for return shipping costs.

5. Refunds

Once your return is received and inspected, we will notify you of the approval or rejection of your refund.

If approved:

  • Refunds will be processed to your prefered method of payment within 5–10 business days

  • Original shipping fees (if any) are non-refundable

6. Exchanges

We only replace items if they are defective or damaged. If you need to exchange a product, please contact us directly.

7. Late or Missing Refunds

If you haven’t received your refund after the stated processing time:

  1. Check your bank or payment provider again

  2. Contact your bank — it may take time before your refund is officially posted

  3. If you’ve done all of this and still have not received your refund, please contact us at sales@starpack.co.bw