WARRANTY & RETURN TOPICS
Returns can be made within 30 days of purchase. Our returns are subject to a 25% restocking fee if the customer decides they don’t want or need the product, unless an exchange is being made. Unwanted items must be returned in unused, unopened condition, and customers will incur the cost of return shipping.
No returns will be accepted under any circumstance after December 1 of the same year it was purchased, except under exceptional circumstances.
No merchandise returns will be accepted without prior written authorization. Most return requests will be accepted for store credit only. Custom and all non-stocked items are non-returnable.
We strive for for 100% accuracy, but accidents can happen! If we have shipped you the wrong item or something is missing from your order, please notify us within 48 hours of receiving the product. We will send you the missing product and organize the return of any misshipped items at no additional cost to you. If you are missing a product, always check your tracking information before contacting us, as it’s possible your items were sent as multi-piece shipments and the rest of your order may be on its way.
If the product you’ve received is faulty, please contact us right away so that we can send you a replacement and organize the return shipment of the erroneous item at no additional cost.
Processing a Return
If you would like to return an item, please reach out to the team at email@example.com within 30 days of purchase and include the following information:
1. Your order number
2. A brief description of why you would like to return the product
3. If you are returning a defective product, please include photos of the product portraying the issue
Experiencing an issue with our lights? Let us take care of it for you. We are extremely proud of the products we have developed, and are pleased to provide some of the best warranties in the decorative lighting industry. Under normal conditions of use, warranty protection is extended as follows:
String Lights - 1 year
Twinkly Pro Products - 2 years
Bulbs - 2 years
Electrical wiring and accessories - 3 years
Floodlights - 5 years
All other items - 120 days
Please note our warranties assume seasonal use of a product. Any warranties are void if the item(s) are left up for over 120 consecutive days.
Making a Warranty Claim
To process a warranty claim, please reach out to one of our team at firstname.lastname@example.org and include the following information:
1. The original order number. If you can’t track it down, your full name should help us find it in our system!
2. A brief description of the issue, how your lights have been installed, and a photo of the defective product
Full Warranty Terms
1.0 Limited Warranty.
1.1. Subject to 1.2 and 1.3, Big Star warrants to Buyer that for the Goods and periods of time listed in this Section 1.1 from the date of shipment of the Goods ("Warranty Period"), that such Goods will be free from material defects in material and workmanship:
i. Electrical wiring and accessories – THREE (3) years; ii. Replaceable bulbs – TWO (2) years; and iii. LED String Lights – ONE (1) year; iv. All other items – ONE-HUNDRED AND TWENTY (120) days.
1.2. Any warranty listed in Section 1.1 is void if the item(s) are left up over ONE HUNDRED AND TWENTY (120) consecutive days.
1.3. Bulb burnouts or electrical damage caused by the Buyer, weather elements, rough handling, or transit are not covered by Section 1.1.
1.4. EXCEPT FOR THE WARRANTY SET FORTH IN SECTION 1.1 BIG STAR MAKES NO CONDITION OR WARRANTY WHATSOEVER WITH RESPECT TO THE GOODS, INCLUDING ANY (a) CONDITION OR WARRANTY OF MERCHANTABILITY; OR (b) CONDITION OR WARRANTY OF FITNESS FOR A PARTICULAR PURPOSE; OR (c) CONDITION OR WARRANTY OF TITLE; OR (d) WARRANTY AGAINST INFRINGEMENT OF INTELLECTUAL PROPERTY RIGHTS OF A THIRD PARTY; WHETHER EXPRESS OR IMPLIED BY LAW, COURSE OF DEALING, COURSE OF PERFORMANCE, USAGE OF TRADE OR OTHERWISE.
1.5. Big Star shall not be liable for a breach of the warranty set forth in Section 1.1 unless:
i. Buyer gives written notice of the defect, reasonably described, to Big Star within THIRTY (30) days of the time when Buyer discovers or ought to have discovered the defect; ii. Big Star is given a reasonable opportunity after receiving the notice to examine such Goods and Buyer (if requested to do so by Big Star) returns such Goods to Big Star's place of business at Big Star's cost for the examination to take place there; and iii. Big Star reasonably verifies Buyer's claim that the Goods are defective.
1.6. Big Star shall not be liable for a breach of the warranty set forth in Section 1.1 if:
i. Buyer makes any further use of such Goods after giving such notice; ii. the defect arises because Buyer failed to follow Big Star's oral or written instructions as to the storage, installation, commissioning, use or maintenance of the Goods; or iii. Buyer alters or repairs such Goods without the prior written consent of Big Star.
1.7. Subject to Section 1.5 and Section 1.6 above, with respect to any such Goods during the Warranty Period, Big Star shall, in its sole discretion, either:
i. repair or replace such Goods (or the defective part) or ii. credit or refund the price of such Goods at the pro rata contract rate provided that, if Big Star so requests, Buyer shall, at Big Star's expense, return such Goods to Big Star.
1.8. THE REMEDIES SET FORTH IN SECTION 1.7 SHALL BE THE BUYER'S SOLE AND EXCLUSIVE REMEDY AND BIG STAR'S ENTIRE LIABILITY FOR ANY BREACH OF THE LIMITED WARRANTY SET FORTH IN SECTION 1.1. FOR GREATER CLARITY, THE WARRANTY IN SECTION 1.1 DOES NOT INCLUDE THE COST OF LABOR TO INSTALL AND/OR REMOVE THE GOODS, THE COST OF SHIPPING