Cancellation & Returns

1. Your right to cancel

If you agreed your order away from our premises or at a distance, you have 14 days to cancel without giving a reason. The period runs from the day the contract was concluded for services, and from the day you receive the goods for equipment supplied.

2. How to cancel

Tell us clearly before the 14 days expire: email [email protected], call +44 20 7946 0321, or write to 42 Charlotte Road, Shoreditch, London EC2A 3PD, United Kingdom. You may use the model form below, but you do not have to.

3. Model cancellation form

To Star Group, L.P., 42 Charlotte Road, Shoreditch, London EC2A 3PD, United Kingdom, [email protected]:

I/We hereby give notice that I/We cancel my/our contract of sale of the following goods / for the supply of the following service: ______. Ordered on / received on: ______. Name of consumer: ______. Address of consumer: ______. Signature (only if this form is notified on paper): ______. Date: ______.

4. Work started during the cancellation period

If you ask us in writing to begin installation within the 14-day period and then cancel, you must pay a proportionate amount for the work already carried out. Once the service is fully performed with your express request and acknowledgement, the right to cancel is lost.

5. Returning goods

Uninstalled equipment must be returned within 14 days of telling us you wish to cancel. You bear the direct cost of return unless the goods are faulty or misdescribed. Please keep the goods in a condition allowing reasonable inspection; a deduction may be made for diminished value beyond that.

6. Refunds

Refunds are issued within 14 days of receiving the goods back, or of your cancellation notice for services, using the original payment method. Bespoke or made-to-measure items and consumables that have been unsealed may be excluded from the right to cancel.

7. Faulty goods

Your rights under the Consumer Rights Act 2015 are unaffected: within 30 days of delivery you may reject faulty goods for a full refund, and after that you may ask for repair or replacement.