Refund policy

We want you to feel confident choosing—and building—your MOSTARLE model. Whether you have changed your mind or discovered an issue during assembly, here is how we can help.

For assistance, contact support@mostarle.com with your order number and a brief description of your request.

1. 30-Day Returns — Change of Mind

You may request a change-of-mind return within 30 days of receiving your order.

To qualify under this voluntary return policy, the item must be:

• Unused and unassembled.
• In its original packaging, with any original tags.
• Complete with the parts, tools, accessories, and instructions originally supplied.

Proof of purchase is required. Return shipping costs for personal reasons, such as changing your mind or selecting the wrong model, are your responsibility.

Already opened the kit or started assembling it? You can still request help with missing parts, incorrect components, or product defects. These issues are handled separately under Section 3.

This voluntary policy does not limit your statutory rights, including any applicable cancellation or faulty-goods rights.

2. How to Request a Return

Email support@mostarle.com with:

• Your order number or available proof of purchase.
• The product name.
• The reason for your return.
• Relevant photos if the item arrived damaged or incorrect.

For returns under our voluntary 30-day policy, please obtain approval before sending the item back. We will provide the correct return address, packing instructions, and a shipping label where applicable. Providing a label does not necessarily mean return shipping is free; we will explain any applicable cost beforehand.

Please use the return address we provide rather than sending the package to the address on its original shipping label.

For statutory cancellation requests, approval is not a condition of exercising your rights. Contact us to obtain the correct return instructions.

3. Missing Parts, Damage & Assembly Support

Some issues only become apparent once you begin building. Opening the packaging or starting assembly does not, by itself, make a product-defect claim ineligible.

Please contact us when you discover an issue and pause the affected assembly step.

Missing components

Tell us which part is missing and the quantity needed. We will check the kit contents and identify the replacement required.

Incorrect parts or parts that do not fit

Send the part number, relevant instruction step, and a clear photo where possible. We will help check whether the issue relates to assembly or an incorrect or defective component. Please do not force parts into place.

Lights or electronic components that do not work

Describe the problem and, where practical, send a short video showing the setup. We will help check the connections and power requirements specified in the instructions and assess whether a replacement is needed.

How we resolve confirmed product issues

For confirmed missing components, incorrect parts supplied, or manufacturing defects, we will provide the necessary replacement parts and standard replacement shipping at no cost to you.

If replacement parts are unavailable or do not resolve the issue, we will arrange an appropriate alternative, which may include a product replacement, price reduction, or refund, consistent with your applicable rights. If we require a return for a confirmed product defect or an incorrect item supplied, we will cover the necessary return shipping.

Parts accidentally lost or damaged during assembly

We can help check replacement availability. Part and shipping charges may apply. Any charges will be explained and agreed with you before shipment.

4. Submitting a Parts Request & Response Times

Email support@mostarle.com or use our Replacement Parts page.

Please provide your order details, product name or version, affected part numbers and quantities, and a description of the issue. Relevant photos or a manual-page reference help us identify the correct component.

If the item was a gift or you cannot find a part number, send the information you have—we can help you identify the next step.

We aim to send an initial response within 2 business days, excluding weekends and public holidays. This is a response target, not a guarantee that the issue will be resolved or replacement parts delivered within that time.

After reviewing your request, we will confirm the proposed solution, part availability, and estimated preparation and shipping times. Please keep the remaining components and relevant packaging while we review the issue.

5. Sale Items, Custom Products & Gift Cards

Sale items, personalized or made-to-order products, and gift cards are excluded from our voluntary change-of-mind return policy, except where required by applicable law.

Discounted items remain eligible for support with missing parts, incorrect components, or product defects. Purchasing during a promotion does not remove those protections.

Any statutory cancellation rights and applicable exceptions take precedence over our voluntary return conditions.

6. Exchanges & Purchases from Other Retailers

If you would like a different model, contact us to request a return under the applicable conditions. Once your return is approved, you may place a separate order for the replacement item.

For purchases made through another retailer or marketplace, please contact that seller to arrange a return or refund. You may also contact us for assembly guidance or to check replacement-part availability.

7. European Union — Right of Withdrawal

Where EU consumer withdrawal rules apply, you generally have 14 days from delivery to notify us that you wish to cancel an eligible online purchase, without giving a reason. You then have a further 14 days to send the goods back.

You may inspect the goods as you would in a shop. Handling beyond what is necessary to establish their nature, characteristics, and functioning may result in a deduction for diminished value. Opening the packaging alone does not automatically remove your withdrawal right.

You are responsible for direct return shipping costs for a change-of-mind withdrawal where disclosed before purchase.

We will reimburse the purchase price and the original standard delivery charge within 14 days of receiving your withdrawal notice. We may withhold reimbursement until we receive the goods or evidence that you have sent them back, whichever occurs first. Extra charges for premium delivery are not refundable under this right.

Statutory exceptions may apply, including to clearly personalized goods. These rules do not limit your separate rights concerning faulty or misdescribed products.

8. Refund Processing

For returns under our voluntary policy, we will inspect the returned item and notify you of the refund decision.

Approved refunds will be issued to your original payment method within 10 business days, unless applicable law requires an earlier deadline. Your bank or payment provider may take additional time to display the funds.

If more than 15 business days have passed since approval and you have not received your refund, contact support@mostarle.com.

For refunds resolved without a physical return, we will confirm the refund amount and processing timeline directly with you.

9. Contact Us

For returns, refunds, missing parts, or assembly assistance:

Email: support@mostarle.com
Parts requests: Replacement Parts Support

Please include your order number where available so we can locate your purchase.

Nothing in this policy excludes or limits your rights under applicable consumer law.