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Customer support:+420 771 178 702 infostellasmaterials@gmail.com

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Top 10 Products

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FAQ – frequently asked questions

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Shopping information

Will I receive the same item as in the picture?

We make every effort to provide our customers with products that look exactly like the images shown on our website. However, please note that colors may not appear perfectly accurate in photos. The manufacturer may also change the appearance of the product without notice.

Where can I see the sales document?

The sales receipt will be sent to your email.

Payment information

How can I place my order?

Place your order through the website’s shopping cart.

How can I track the current status of my order?

Our team will inform you by email when your order is received and handed over to the carrier. Packages are usually shipped within 2 business days after the order is confirmed.

How do I know that my order is confirmed?

After completing your order, wait to be redirected to our website, where we will confirm that everything went smoothly. We also always send a confirmation email.

Warranty and returns

How can I return the goods – withdraw from the contract?

After receiving the ordered goods, you have 14 days to inspect and try them out. Please note that you may only test the goods in the same way you would in a physical store. If you use the goods rather than merely test them (the goods become damaged, worn, or otherwise depreciated) and then return them within the 14-day period, we are entitled to request compensation for the reduction in value. If the ordered goods do not meet your expectations, you may return them — withdraw from the contract. You can do so within 14 days from the date of receiving the goods. You do not need to state any reason. It is sufficient if you send us your withdrawal within this period (if you send it by post, it may be delivered later). You can withdraw using the template form available here. You may send it to us by email at infostellasmaterials@gmail.com or by post to Krasova 568/34, 130 00 Prague. You can also withdraw in person at Krasova 568/34, 130 00 Prague, or by phone at (+420) 771 178 702. You must send the goods back to us within 14 days of withdrawing from the contract, including all accessories. Please send them to Krasova 568/34, 130 00 Prague. You bear the costs associated with returning the goods. If you do not return the goods with all accessories, we are entitled to request compensation for the reduction in value. We will refund your payment within 14 days of withdrawal, but not before we receive the returned goods or before you provide proof that you have sent them back. You cannot withdraw from the contract if we have delivered goods in sealed packaging and you have removed them from the packaging. For health and hygiene reasons, such goods cannot be returned. The right to withdraw within 14 days applies only if you purchased the goods as a consumer. More information about withdrawal is available in Article 6 of the Terms and Conditions.

How can I make a warranty claim?

We are responsible for ensuring that the goods have no defects upon receipt. If you purchased the goods as a consumer, you may claim them within 2 years of receiving them. If you purchased used goods, the claim period may be shortened to 1 year. You can make a claim in writing or in person at Krasova 568/34, 130 00 Prague, or by email sent to infostellasmaterials@gmail.com , as well as by phone at (+420) 771 178 702. When making a claim, please send the goods to Krasova 568/34, 130 00 Prague. As a consumer, you may request within a claim: - delivery of new defect-free goods; - repair of the goods; - a reasonable discount on the purchase price; or - withdrawal from the contract. Not all claim resolution options can be demanded without conditions. Please read the terms in our GTC. We will process the claim, including remedying the defect, and inform you about it no later than 30 days from the date the claim is submitted. If we fail to do so, you are entitled to withdraw from the contract or request a reasonable discount. More information about claims is available in Art. 7 of the GTC.

Do you provide a warranty?

Yes, we provide a warranty on certain goods. If we provide you with a warranty and you purchased the goods as a consumer, we will issue you a warranty certificate no later than upon receipt of the goods. With the warranty, we undertake to satisfy you beyond your statutory rights arising from defective performance (claims) if the goods do not have the properties stated in the warranty declaration – the warranty certificate. In particular, we will refund the purchase price, replace the goods, repair them, or provide you with a related service. If we guarantee that the goods will retain their functions and performance for a certain period under normal use, you are entitled under the warranty to at least delivery of new defect-free goods or repair of the goods. The same applies if the warranty period or shelf life is indicated on the packaging. A defect covered by the warranty must be reported within the warranty period. You may claim the warranty in writing or in person at Krasova 568/34, 130 00 Prague, or by email sent to infostellasmaterials@gmail.com , as well as by phone at (+420) 771 178 702. More information about the warranty is available in Art. 8 of the GTC.

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