Refund policy

Online returns and voluntary exchanges

This policy covers online consumer purchases from orkida.shop for Albania and Kosovo, including Yamamay and Beauty by Bassko. Statutory consumer rights are separate from our additional voluntary exchange service and are not limited by that service.

Statutory right to withdraw

Where the statutory right of withdrawal applies, you may notify us that you wish to withdraw from your online purchase without giving a reason within 14 days of receiving the goods. For one order containing goods delivered separately, the period starts when the last item is received. Send the goods back within 14 days after notifying us of your withdrawal.

How to notify us and where to return goods

Send a clear statement that you wish to withdraw to support@stargroup.al. Providing your order reference helps us identify the purchase. For return assistance, contact Yamamay TEG on +355 69 702 3975. Return destination: Yamamay, TEG (Tirana East Gate), Level 0, Tirana–Elbasan Highway, Tirana 1045, Albania. These contact instructions do not require you to obtain permission before exercising a statutory right.

Refunds following statutory withdrawal

For a valid statutory withdrawal, we refund the payments due under applicable law, including the cost of standard original delivery, but not the extra cost of a more expensive delivery option you selected. The refund is due within 14 days of receiving your withdrawal notice. We may withhold it until we receive the returned goods or evidence that you sent them back, whichever happens first. Refunds use the same payment method unless you expressly agree to another method that does not impose a fee on you. Card payments are refunded to the same card. For cash payments, you may receive a cash refund at Yamamay TEG or a bank transfer with your express agreement and without an additional fee. A physical visit to TEG is not a condition for exercising your statutory right to withdraw, and the legal refund deadlines still apply. If collecting cash at TEG is not practicable, contact us to arrange the agreed bank transfer. Any different payment method requires your express agreement and must not impose a fee on you.

Return shipping for statutory withdrawal

You pay the direct cost of return shipping when exercising the statutory right of withdrawal, provided we have clearly informed you of this before purchase. If that information was not provided before the contract, you do not bear this cost. This rule does not apply to the necessary postage for statutory defective-goods remedies.

Sealed health and hygiene goods

The statutory withdrawal exception applies only to sealed goods that are unsuitable for return for health-protection or hygiene reasons and that were unsealed after delivery. It does not automatically exclude every Beauty product. Opening a product does not by itself remove statutory rights concerning a defect or lack of conformity.

Defective or nonconforming goods

If goods are defective or do not conform to the contract, contact us using the details above. Your statutory remedies remain available, including where opening the product was necessary to discover the problem. The necessary postage for a statutory repair or replacement is borne by us; the customer-paid voluntary exchange rule does not apply to those remedies. Other remedies, including a price reduction or refund where required by law, are not excluded.

Additional voluntary Yamamay exchange service

Separately from statutory rights, the existing Yamamay voluntary exchange service is available within 14 days of purchase, subject to the item being in good condition with its original labels and proof of purchase. An eligible item may be exchanged for another size of the same model if in stock, or an item of equal value; you pay the difference for a higher-priced replacement. This additional service does not cover underpants and similar intimate goods. It provides an exchange rather than a cash refund, without excluding any refund or other remedy required by law. For a voluntary exchange requested by the customer, the customer pays both the return postage and the postage for the replacement order. These voluntary conditions do not limit statutory withdrawal or defective-goods rights.