Return & Refund Policy

At NHL Stars, we take pride in the quality of our custom-made products. Because our products are personalized and made-to-order, we have specific guidelines regarding returns and refunds to ensure a transparent shopping experience.

I. Order Cancellation Policy

We allow a window for changes or cancellations before your order enters production:

  • Within 12 Hours: You may cancel your order for a full refund within 12 hours of placement.

  • After 12 Hours: Cancellations are no longer available as the order has moved into the processing and fulfillment stage.

II. Eligibility for Returns & Refunds

NHL Stars accepts responsibility for issues caused by our error (“Seller’s Error”). You are eligible for a replacement or refund if:

  • Wrong Item Received: The size, style, or design does not match your confirmed order.

  • Damaged or Defective: The item arrives with severe defects, broken parts, or unrepairable issues.

  • Printing Errors: The custom print is significantly different from your approved design.

III. Return Process & Timeframe

To report an issue, please follow these steps within 30 days of delivery (based on tracking information):

  1. Email us at [email protected] with your Order Number.

  2. Include clear photos showing the full item, the specific defect/damage, and the shipping label.

Note: Once verified, we will either ship a free replacement or issue a full refund. As an online-only retailer, in most cases involving our error, return shipping of the defective item to our administrative office is not required.

IV. Refunds

  • Method: Refunds are issued to your original payment method (Visa, Mastercard, PayPal).

  • Processing Time: Once approved, refunds are processed within 5–7 business days.

  • Shipping Fees: If a refund is issued due to our error, any shipping amount actually paid by the customer will also be refunded in full. Orders that qualified for free shipping had no shipping charge applied.

V. Exchanges

We do not offer exchanges for “change of mind” or incorrect size selection by the customer. We only provide free replacements for items that arrive damaged or incorrect due to our error.

VI. Non-Refundable Situations

We cannot issue a return or refund for the following:

  • Incorrect size ordered by the customer (please refer to our size guides).

  • Minor color variations due to screen display differences.

  • Damage caused by improper handling, washing, or usage.

  • Requests submitted after the 30-day grace period.

  • “Change of mind” requests after the order has been processed or shipped.

Contact Information

For all inquiries regarding returns, please contact our support team: