Effective Date: October 6, 2026

Welcome to the official Refund and Returns Policy of STARFIT MÉXICO, accessible at www.starfitmex.com. This policy is designed to create a fair, transparent shopping experience for every customer who purchases our compact fitness tools, while clearly outlining the full set of rules that govern all return, exchange and refund requests on our platform. All operations under this policy strictly follow relevant Mexican consumer protection regulations, and we firmly uphold our core rule that pure “refund only” requests without product return are not permitted, to protect the legitimate rights and interests of both our customers and our brand. By placing an order on our website, you acknowledge that you have fully read, understood and agreed to all the terms specified in this policy.

1. Basic Eligibility for Return Requests

All return requests must meet the following core eligibility requirements to be approved:

• The product you intend to return must be unused, unwashed, unmodified and kept in its original factory sealed packaging, with all tags, user guides, accessories and promotional free gifts that came with the original order fully intact.
• You must submit your return application within 30 calendar days from the date you successfully receive your ordered fitness equipment, which is consistent with the return rules stated on our FAQ page.
• We do not accept return applications submitted after the 30-day window, and all requests for partial or full refund without returning the physical purchased product to our designated return address will be directly rejected. This no “refund only” rule applies to all product categories across our entire collection, including resistance bands, compact massage rollers, adjustable gliding discs and all other portable workout gear sold on our site.
• Products that show obvious signs of use, such as stretched resistance bands with permanent deformation, massage rollers with scratches from long-term use, or gliding discs that have been used repeatedly and show worn non-slip bases, will not be eligible for return, and corresponding refund only requests for these items will not be processed.

2. Step-by-Step Return Process

To initiate a valid return request, please strictly follow the process below:

1. Contact our customer service team via [email protected], and provide your original order number, the specific name of the product you wish to return, and 2 to 3 clear photos showing that the product is still in its original unused condition.
2. Our support team will review your application within 3 working days, and send you a formal pre-approval notification along with our designated return shipping address.
3. Pack the complete product and all its accompanying accessories properly, ship it to the address we provide, and send us the tracking number of the return parcel for record. You will be responsible for covering the return shipping fee, unless the product you received has confirmed manufacturing defects that are not caused by human factors.
4. Once our warehouse team receives and inspects the returned item and confirms it meets all return eligibility requirements, we will proceed to process your exchange or full refund request. No refunds will be issued before we receive and verify the returned product, and we will never approve any request that asks for a full or partial refund prior to the physical return of the purchased merchandise.

3. Approved Resolution Options After Inspection

After we confirm your returned product meets all return rules, we will provide the following two resolution options for you to choose from:

• ‌Full Refund to Original Payment Method‌: We will send the full amount of your product payment back to the original payment account you used to place the order. The refund will normally be processed within 7 to 10 working days, and the actual arrival time may vary slightly depending on the processing speed of your payment service provider.
• ‌Free Product Exchange‌: You can choose to exchange the returned product for another fitness item of equal or higher value in our collection. If you select a product with a higher price, you only need to pay the difference, and we will cover the shipping cost for sending the new product to you.

We do not offer any option that allows you to keep the product and receive a full or partial refund. Any request for a “refund only” solution where you retain the purchased item will not be accepted under any normal circumstances. This rule is designed to keep our product pricing fair for all customers, and ensure that we can continue to provide high-quality, durable compact fitness gear at affordable prices to every user across Mexico.

4. Exceptions and Special Circumstances

The only exception to our no refund only rule applies to confirmed cases where the product you received has severe manufacturing defects or irreversible damage that is caused by our warehouse shipping error, and returning the item is proven to be completely unfeasible. In this extremely rare scenario, our team will conduct a separate full investigation, and all final decisions will be communicated to you within 5 working days.

If you have any questions about this Refund and Returns Policy, you can contact us at any time via [email protected], call us at +52 55 6478 6399‌, or send mail to our physical address at Efrén Rebolledo 34A, Col. Obrera, Cuauhtémoc, C.P. 06800, Ciudad de México, México. Our team will respond to your inquiry as soon as possible, and work with you to resolve any issues related to your order properly.