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PRIVACY POLICY

Effective Date: 13  – jan – 2025 .
Last Updated: 20  – jan – 2025 .

INTRODUCTION

At Star Gallery Mart (“we,” “our,” or “us”), we are committed to protecting your personal information and ensuring transparency in how we collect, use, and safeguard your data when you interact with our website stargallery.ae, mobile application, and related services. This Privacy Policy outlines the types of personal data we collect, the purposes for which we process it, how we share and secure your information, and the rights and choices available to you. By using our services, you acknowledge and agree to the practices described in this policy. If you do not agree, please discontinue use of our services immediately. We continuously update our privacy practices to comply with UAE data protection laws and international standards, ensuring your data is handled responsibly and securely.

  1. Scope And Applicability

This Privacy Policy governs the collection, use, disclosure, and safeguarding of personal data by Star Gallery Mart across all its digital platforms, including but not limited to its website (stargallery.ae), mobile applications, and customer support channels. This policy outlines the rights and obligations of both users and Star Gallery Mart regarding personal data processing in compliance with applicable United Arab Emirates (UAE) data protection laws and internationally recognized standards.

Applicability

This Privacy Policy applies to:

  • Website Visitors and Users – Individuals who browse, interact with, or create accounts on the Star Gallery Mart website.
  • Registered Customers – Individuals who register, place orders, and engage in transactions through our ecommerce platform.
  • Mobile Application Users – Users accessing services via Star Gallery Mart’s mobile application.
  • Customer Support Interactions – Data collected during interactions with our support teams through phone, email, chat, or in-store visits.
  • Marketing and Promotional Activities – Data collected during engagement with Star Gallery Mart’s marketing emails, SMS campaigns, advertisements, surveys, or social media channels.

Excluded from Applicability

This Privacy Policy does not apply to:

  • Third-Party Services and Platforms – Any websites, applications, or services operated by entities other than Star Gallery Mart, even if they are linked to or referenced on our platform. We encourage users to carefully review the privacy policies of any third-party platforms they interact with.
  • Employee and Contractor Data – Personal data collected through recruitment, employment, or contractual engagements, which are governed by separate internal policies.
  • Anonymous or Aggregated Data – Information that cannot be linked to an identifiable individual, such as anonymized analytics data or aggregated statistical information.

Third-Party Involvement

While this Privacy Policy governs the handling of personal data collected directly by Star Gallery Mart, certain services may require the involvement of third-party service providers (e.g., payment gateways, logistics companies, and marketing platforms). In such cases, data shared with these providers is limited to what is necessary to perform their services. These entities operate under their own privacy practices and legal obligations.

  1. Information We Collect

To provide, operate, and improve our services, Star Gallery Mart collects and processes various types of personal information. This data is essential to fulfilling orders, enhancing user experience, and ensuring seamless interaction with our platform. We gather personal data through direct user input, automated technologies, and third-party services, as outlined below.

  1. Personal Data (Directly Provided by You):

Personal data is collected when you register for an account, place an order, or otherwise interact with our platform. This information is necessary for order processing, account management, and customer communication.

Types of Personal Data Collected:

  • Full Name – To personalize communication and facilitate order delivery.
  • Shipping and Billing Address – Required for product delivery and accurate invoicing.
  • Email Address – For account registration, order confirmations, and marketing communications.
  • رقم الهاتف – Used for shipping updates, customer support, and two-factor authentication (where applicable).
  • Payment Information – Payment details (such as credit/debit card numbers or digital wallet identifiers) are securely processed through trusted third-party gateways (e.g., Stripe, Apple Pay, Tabby). Star Gallery Mart does not store or directly process sensitive payment data on its servers.
  • Account Information – When users create an account, we collect login credentials (such as username and password) and store user preferences, saved items, and purchase history to streamline future transactions.

How This Data is Collected:

  • During account registration and checkout processes.
  • Through customer service inquiries and support interactions.
  • When subscribing to newsletters or promotional emails.
  • Through surveys, reviews, or feedback forms submitted by users.
  1. Transaction and Order Data:

This category pertains to information generated during the purchase and order fulfillment process. This data is critical for managing order logistics, tracking shipments, and maintaining accurate records.

Types of Transaction Data Collected:

  • Purchase History – Detailed records of past purchases, including product details, quantities, and prices.
  • Order Fulfillment Details – Shipping information, courier tracking numbers, and estimated delivery dates.
  • Invoice and Tax Data – Records of invoices generated for purchases, including applicable taxes.
  • Return and Refund Information – Data related to product returns, refunds, and exchanges.
  1. Technical and Usage Data (Automatically Collected):

To optimize our platform’s performance, enhance user experience, and ensure security, we automatically collect certain technical data when users interact with our website or mobile application. This information helps us monitor system performance and identify areas for improvement.

Types of Technical and Usage Data Collected:

  • IP Address and Device Details – To detect potential security risks and monitor website traffic.
  • Browser Type and Version – Ensures compatibility and proper rendering of site elements.
  • Operating System and Device Type – Used for optimizing site performance across different devices.
  • Access Times and Duration – Tracks session start and end times to monitor site usage patterns.
  • Navigation and Page Interaction – Data on which pages are viewed, links clicked, and products searched. This helps in improving user experience and tailoring website content.
  • Error Logs and Diagnostics – Automatically collected to identify and resolve technical issues.

How This Data is Collected:

  • Through the use of analytics tools embedded in our website and app.
  • By logging user interactions with the platform.
  • Using IP tracking and session cookies during site visits.
  1. Cookies and Tracking Technologies:

We use cookies, tracking pixels, web beacons, and similar technologies to improve functionality, personalize user experience, and serve relevant advertisements.

How We Use Cookies and Tracking Technologies:

  • Enhance User Experience – Cookies remember user preferences and facilitate faster checkouts.
  • Measure Performance – Helps us track site speed, page loading times, and responsiveness.
  • Target Advertisements – Serves personalized ads based on user interests and browsing behavior.
  • Analyze Engagement – Aggregated data enables us to monitor trends and improve overall service quality.

Types of Cookies We Use:

  • Essential Cookies – Required to enable core website functions, such as account logins, cart management, and secure checkout. These cookies cannot be disabled.
  • Performance Cookies – Collects data about website performance and user interactions to identify and resolve issues.
  • Advertising Cookies – Used to deliver targeted advertisements, promotions, and product recommendations based on browsing history and user preferences.
  • Analytics Cookies – Aggregates user activity data to provide insights into site traffic, popular products, and customer engagement.

Managing Cookies and Preferences:
Users can manage or disable cookies through their browser settings. However, disabling cookies may impact website functionality, including:

  • The ability to log in or stay logged in.
  • Retaining items in the shopping cart.
  • Access to personalized recommendations and promotions.

To manage cookie settings:

  • In Google Chrome: Go to Settings > Privacy and Security > Cookies and Other Site Data.
  • In Safari: Preferences > Privacy > Block All Cookies.
  • In Firefox: Preferences > Privacy & Security > Cookies and Site Data.

Web Beacons and Pixels:

  • Web Beacons – Embedded in emails and website pages to track engagement.
  • Tracking Pixels – Used for marketing analytics, retargeting ads, and social media integration.

Why We Collect This Data:

  • To fulfill legal obligations under UAE law.
  • To improve our understanding of user needs.
  • To ensure platform security and prevent fraudulent activities.
  • To enhance customer service and provide relevant product recommendations.
  1. How We Use Your Information

Star Gallery Mart collects and processes personal information to provide high-quality services, ensure seamless platform operation, and maintain legal compliance. This section outlines the purposes for which your data is used, highlighting our commitment to transparency and data security.

  1. Order Processing and Fulfillment

We use your personal data to manage all aspects of order fulfillment, including:

  • Order Confirmation – Sending notification emails regarding order placement, status updates, and shipping confirmations.
  • Shipping and Delivery – Coordinating with logistics partners to ensure accurate and timely product delivery to your specified address.
  • Returns, Refunds and Exchanges – Managing return requests, refunds, and product replacements in accordance with our return policy.

Why It’s Necessary: This information is essential for ensuring that purchases are processed accurately and delivered to the right location, providing users with a smooth shopping experience.

  1. User Account Management

Your data is used to facilitate account creation and management, allowing for a personalized shopping experience. This includes:

  • User Registration – Enabling new account creation and verification.
  • Profile Management – Allowing users to update personal information, manage shipping addresses, and view purchase history.
  • Account Recovery – Assisting users in recovering access to their accounts in case of forgotten credentials or account security concerns.

Why It’s Necessary: Account management enhances user convenience, providing secure, streamlined access to our platform.

  1. Customer Support and Communication

We collect and process personal data to handle customer service inquiries, resolve complaints, and offer technical support. This may involve:

  • Responding to Inquiries – Addressing product questions, service issues, and refund/exchange requests.
  • Live Chat and Email Support – Providing real-time assistance through chat and email services.
  • Customer Feedback – Collecting and analyzing user feedback to improve service quality.

Why It’s Necessary: This ensures that users receive prompt and effective support when encountering issues or needing assistance with purchases.

  1. Marketing and Promotional Communications

With your explicit consent, we use personal data to send promotional materials and updates about:

  • Exclusive Offers and Discounts – Notifying users of sales, promotions, and special events.
  • New Product Launches – Informing customers about new arrivals and product categories.
  • Newsletters and Alerts – Providing curated content, seasonal campaigns, and other relevant materials.

Opt-In and Opt-Out Options:

  • Users can opt-in to receive promotional emails during account registration or checkout.
  • You may unsubscribe at any time by clicking the “Unsubscribe” link at the bottom of marketing emails or updating your profile preferences.

Why It’s Necessary: Promotional communications allow us to keep users informed of relevant offers while respecting their right to opt out.

  1. Platform Optimization and Development

We analyze technical and usage data to:

  • Enhance Website and App Performance – Monitor website traffic, fix technical errors, and ensure compatibility across devices.
  • Personalize User Experience – Tailor product recommendations and website content based on past purchases and browsing history.
  • Feature Development – Identify trends to improve platform functionality and introduce new features.

Why It’s Necessary: Continuous platform enhancement ensures users enjoy a seamless, responsive experience that meets evolving needs.

  1. Fraud Prevention and Security

To safeguard users and Star Gallery Mart, personal data is used to:

  • Monitor Suspicious Activity – Detect unauthorized transactions, mitigate account breaches, and prevent fraudulent orders.
  • Identify Fraudulent Behavior – Analyze irregular account activity and payment patterns to reduce fraud risks.
  • Secure Transactions – Use encryption and fraud detection tools to protect payment details and sensitive data.

Why It’s Necessary: Fraud prevention measures protect users from financial harm and maintain platform integrity.

  1. Legal and Regulatory Compliance

Star Gallery Mart processes personal data in accordance with applicable regulatory frameworks in the UAE and international jurisdictions. This includes adhering to global data protection laws and industry best practices. Compliance activities may involve:

  • Taxation and Invoicing: Generating purchase records and invoices in line with the tax regulations of relevant jurisdictions, including the UAE and other countries where we operate.
  • Legal Disclosures: Responding to lawful requests, subpoenas, or court orders in compliance with local and international laws.
  • Audits and Investigations: Supporting regulatory audits and internal investigations to ensure adherence to legal and ethical standards across all regions.

Why It’s Necessary: Legal compliance ensures our business operations meet statutory obligations and align with regulatory requirements in the UAE and other global markets, fostering trust and accountability.

Automated Decision-Making and Profiling

In certain instances, we may use automated systems to:

  • Recommend Products: Provide personalized recommendations based on past interactions and user preferences.
  • Detect Fraudulent Transactions: Analyze transaction patterns to identify and prevent potentially fraudulent activity.

These automated processes are regularly reviewed to ensure accuracy and fairness. Users have the right to request human intervention in decisions that significantly impact them.

Data Minimization and Purpose Limitation

We adhere to the principles of data minimization by collecting only the information necessary to fulfill specific purposes. Personal data is processed solely for the purposes outlined in this policy and will not be used for unrelated activities without obtaining prior consent from users.

  1. Sharing Your Information

At Star Gallery Mart, we respect your privacy and ensure that personal data is shared only when necessary to provide essential services, improve our platform, or comply with legal obligations. We do not sell or rent personal information to third parties. However, in the course of our operations, we may share your data under the following circumstances:

  1. Trusted Service Providers and Partners

To facilitate our services and maintain operational efficiency, we partner with trusted third parties who perform services on our behalf. These providers are contractually obligated to protect your personal data and are permitted to process it only to the extent required to perform their functions.

Categories of Service Providers and Partners:

  • Payment Gateways and Financial Institutions:
    • We work with third-party payment processors (e.g., Stripe, Apple Pay, Tabby) to securely handle payment transactions. Your financial data is encrypted and processed directly by these gateways, ensuring no sensitive payment information is stored on our servers.
  • Logistics and Shipping Providers:
    • To ensure timely delivery of purchased products, shipping and courier services receive relevant shipping details, such as your name, address, and phone number.
  • Marketing and Advertising Agencies:
    • To manage email campaigns, social media ads, and retargeting, your email address, browsing behavior, and purchase history may be shared with marketing platforms. This ensures personalized and relevant promotional offers. You can opt-out of such communications at any time.

Safeguards for Service Providers:

  • We conduct due diligence on all third-party partners before sharing personal data.
  • Contracts include strict confidentiality clauses to prevent misuse of personal information.
  • Data shared with service providers is minimized and limited to essential information required for service performance.
  1. Legal Obligations and Authorities

In certain cases, we may be required to disclose personal information to comply with applicable laws, regulations, or legal proceedings. This disclosure is limited to the extent necessary to fulfill our legal obligations or protect our legal rights.

Circumstances Under Which We May Disclose Data:

  • Legal Compliance:
    • We may disclose information to regulatory bodies, tax authorities, or law enforcement agencies to comply with UAE laws and international legal frameworks.
  • Government and Judicial Requests:
    • If we receive a subpoena, court order, or official request, we may share necessary data with government authorities.
  • Fraud Prevention and Protection:
    • To protect Star Gallery Mart from fraudulent activities, disputes, or potential threats, data may be shared with investigative bodies or security consultants.

Your Rights:

  • Where legally permitted, we will notify you if your data is shared with government authorities, except in cases where notification is prohibited by law.
  • If data is shared for fraud prevention, this will be based on legitimate interest in ensuring platform security.
  1. Data Retention and Security

We prioritize safeguarding personal data by implementing industry-standard security measures and retaining information only as long as necessary for the purposes outlined in this Privacy Policy.

  1. Data Retention

We retain personal data for the period required to:

  • Fulfill contractual obligations (e.g., processing orders, returns, or warranties).
  • Maintain user accounts (while your account remains active).
  • Comply with legal obligations (e.g., tax, accounting, and regulatory requirements).
  • Resolve disputes and enforce our rights.

General Retention Periods:

  • Account Information: Retained as long as the user account remains active. Users may request account deletion at any time.
  • Transaction Records and Invoices: Retained for up to 7 years in compliance with UAE tax and accounting laws.
  • Marketing Preferences: Data related to marketing consents is retained until users opt-out or withdraw consent.
  • Inactive Accounts: Accounts with no activity for more than 3 years may be deleted or anonymized, except where data retention is legally required.

Upon expiration of retention periods, personal data is either deleted, anonymized, or aggregated for analytics purposes.

Requesting Data Deletion:
Users can request to delete their personal information by contacting our Data Protection Officer (DPO) at [email protected]. In some cases, we may be unable to delete data immediately if retention is required by law.

  1. Security Measures

To ensure the integrity and confidentiality of personal information, we implement robust security protocols, including:

  • Encryption:
    • Sensitive data, including passwords and payment information, is encrypted during storage and transmission.
    • Payment transactions are processed through PCI DSS-compliant gateways to ensure secure handling of cardholder data.
  • Access Controls:
    • Personal data is accessible only to authorized personnel on a need-to-know basis.
    • Two-factor authentication (2FA) and role-based access control (RBAC) are enforced for administrative accounts.
  • Regular Audits and Penetration Testing:
    • We perform regular security audits and vulnerability assessments to identify and address potential risks.
    • Third-party security firms conduct penetration testing on our platform to ensure defense against cyber threats.
  • Firewall and Intrusion Detection Systems (IDS):
    • Our infrastructure is safeguarded by firewalls and IDS to monitor and block unauthorized access attempts.
  • Incident Response Plan:
    • In the unlikely event of a data breach, we have an incident response team that promptly addresses vulnerabilities and notifies affected users and regulatory bodies, in accordance with applicable data protection laws.

Your Role in Security:

  • Users are encouraged to create strong passwords and change them regularly.
  • Be cautious of phishing emails and ensure all communications from Star Gallery Mart originate from our official domain (stargallery.ae).
  • Notify us immediately if you suspect unauthorized access to your account.
  1. Your Data Rights

At Star Gallery Mart, we are committed to ensuring transparency and empowering users to exercise control over their personal information. In accordance with applicable UAE data protection laws and international privacy standards, you are entitled to the following rights regarding your personal data:

  1. Right to Access and Data Portability

You have the right to:

  • Request a copy of the personal data we hold about you.
  • Obtain confirmation regarding whether your personal data is being processed.
  • Receive your data in a structured, commonly used, and machine-readable format.
  • Request that we transmit your data directly to another organization, where technically feasible.

How to Exercise This Right:
Submit a request by contacting [email protected].  We will process data access requests within 30 days, unless additional time is required due to the complexity of the request.

  1. Right to Correction (Rectification)

If you believe that any of the personal data we hold is inaccurate or incomplete, you may request:

  • Correction or updates to your personal details.
  • Changes to billing or shipping information associated with your account.

How to Exercise This Right:
Users can correct most account information directly by accessing their profile settings. For further assistance, contact our support team.

  1. Right to Deletion (Erasure)

You may request the deletion of your personal data when:

  • The data is no longer necessary for the purposes for which it was collected.
  • You withdraw your consent (for data processed based on consent).
  • Your data has been unlawfully processed.
  • Legal obligations require data deletion.

Important Notes:

  • Certain data (e.g., transactional records) may need to be retained for legal or regulatory purposes.
  • Data deletion requests may result in loss of access to order history, loyalty rewards, and account-related preferences.

How to Request Deletion:
To delete your account or remove specific data, navigate to the “Delete Account” option in your profile settings or email us at [email protected].

  1. Right to Restrict Processing

You can request a restriction on data processing under the following circumstances:

  • You contest the accuracy of the data (for the period it takes to verify).
  • You object to processing, pending verification of overriding legitimate grounds.
  1. Right to Object to Marketing Communications

You have the right to:

  • Opt-out of receiving promotional emails, newsletters, and targeted advertisements.
  • Withdraw previously given consent to marketing at any time.

How to Manage Marketing Preferences:

  • Click the “unsubscribe” link at the bottom of marketing emails.
  • Adjust your marketing preferences through account settings.
  • Contact us directly at [email protected]  to update your preferences.
  1. International Data Transfers

As part of our operations, we may transfer personal data to trusted service providers and affiliates located outside the UAE. These transfers are necessary to facilitate services such as payment processing, cloud storage, and international shipping.

How We Protect Your Data During Transfers:

  • Adequate Safeguards: We ensure that all data transferred outside the UAE is protected by contractual clauses, standard data protection mechanisms, or certifications compliant with relevant international privacy frameworks.
  • Data Minimization: Only essential personal data is transferred to third-party providers.
  • Third-Party Compliance: We collaborate exclusively with partners that adhere to strong privacy and security protocols.

Your Rights Regarding International Transfers:

  • You may request further details about the security measures in place for data transfers by contacting our support team.
  1. Third-Party Websites and Links

Our website and mobile application may contain links to external websites, applications, and services operated by third parties. These links are provided solely for informational and convenience purposes.

Please Note:

  • Independent Policies: This Privacy Policy applies exclusively to data collected by Star Gallery Mart. Third-party websites or services accessible through our platform operate independently and have their own privacy policies.
  • No Liability: We do not assume responsibility for the privacy practices, content, or security measures of external platforms.
  • User Discretion Advised: We strongly encourage users to review the privacy policies and terms of service of third-party websites before providing personal information.

Examples of Third-Party Links:

  • Payment gateways (e.g., Stripe, Apple Pay)
  • Social media platforms (e.g., Facebook, Instagram)
  • Logistics and shipping service providers
  1. Changes to This Privacy Policy

Star Gallery Mart reserves the right to update or modify this Privacy Policy at any time to reflect changes in our data practices, regulatory requirements, or service offerings.

Notification of Changes:

  • Significant updates to this Privacy Policy will be communicated through:
    • Website Announcements – A notice will be posted on the homepage or login screen.
    • Email Notifications – For users with active accounts or newsletter subscriptions.
  • Effective Date: Changes take effect immediately upon posting unless stated otherwise. Users are encouraged to review this Privacy Policy periodically.

Your Continued Use of Our Platform:
By continuing to use our website or mobile app following updates, you acknowledge and agree to the terms of the revised Privacy Policy. If you disagree with any changes, you may discontinue using our services and request account deletion.

تواصل معنا

If you have any questions, concerns, or requests regarding this Privacy Policy or your personal data, please contact us through the following channels:

Star Gallery Mart
Phone: +971 6 577 9360
Email: [email protected]
Website: stargallery.ae

Our Data Protection Officer (DPO) is available to address inquiries related to privacy, data protection, and user rights.20

TERMS & CONDITIONS

At Star Gallery Mart (“we,” “our,” or “us”), your trusted destination for electronics, appliances, and accessories. These Terms & Conditions (“Terms”) outline the rules and guidelines governing your access to and use of our website stargallery.ae, mobile application, and related services (collectively referred to as the “Platform”). By accessing, browsing, or making a purchase on the Platform, you acknowledge that you have read, understood, and agreed to be bound by these Terms. If you do not accept any part of these Terms, you are advised to discontinue use of our services immediately. We reserve the right to update or modify these Terms at any time, and it is your responsibility to review them periodically. Continued use of the Platform after any modifications constitutes acceptance of the revised Terms.

  1. Products and Services

At Star Gallery Mart, we take pride in offering an extensive and carefully curated selection of high-quality products and services designed to meet the diverse needs of our customers. Our platform features a wide range of categories that encompass cutting-edge technology, essential household items, automotive accessories, and lifestyle enhancements. We are committed to providing products that blend functionality with innovation, ensuring that our customers have access to the latest and most reliable solutions on the market.

Our primary product categories include, but are not limited to:

  • Electronics:
    Explore a vast selection of the latest electronic devices, including smartphones, tablets, projectors, headphones, printers, smartwatches, and more. We partner with reputable brands to ensure quality, performance, and durability in every product.
  • Kitchen Appliances:
    Our kitchen range features blenders, toasters, coffee makers, air fryers, irons, electric kettles, and other essential appliances that bring convenience and efficiency to your home. We strive to provide appliances that suit a variety of culinary needs and preferences.
  • Car Accessories:
    Star Gallery Mart offers an array of automotive accessories to enhance your driving experience, including car chargers, mobile mounts, cables, dash cams, tire inflators, and other car essentials that prioritize safety, connectivity, and convenience.
  • Gaming Products:
    Catering to gaming enthusiasts, we provide gaming monitors, consoles, controllers, gaming chairs, desks, and headphones to ensure an immersive gaming experience. Our gaming selection is sourced from leading manufacturers, guaranteeing high performance and comfort.
  • Home and Security Equipment:
    Ensure the safety and connectivity of your home with our selection of surveillance cameras, smart home devices, networking equipment, smart locks, and more. We provide modern solutions to help secure your property and streamline daily activities.
  • Delivery Services:
    We facilitate fast and reliable shipping across the United Arab Emirates (UAE) and select international destinations. Our delivery services ensure that products arrive promptly, with secure packaging and tracking options to guarantee customer satisfaction.

For a detailed and comprehensive list of available products, please visit our website at stargallery.ae. Product availability may vary based on inventory levels, supplier conditions, and market demand. Star Gallery Mart reserves the right to update, discontinue, or replace products at its discretion without prior notice.

Top of Form

  1. Eligibility and User Requirements

To ensure the secure and lawful use of our Platform, Star Gallery Mart has established specific eligibility criteria that all users must meet. These requirements are designed to maintain compliance with legal standards, ensure responsible purchasing, and foster a safe online environment for all users.

Eligibility Criteria:

  • Minimum Age Requirement:
    Users must be at least 12 years old to create an account, place orders, or otherwise engage in transactions through our Platform. By registering or making a purchase, users confirm that they meet the minimum age requirement. For individuals under the age of 18, parental or guardian supervision is advised for purchases or account creation.
  • Geographic Availability:
    Our services and product delivery are primarily available to residents of the United Arab Emirates (UAE). However, we also cater to select international regions based on shipping feasibility and local regulations. Users outside the UAE are encouraged to review our shipping policies or contact customer support to verify service availability in their location.

By accessing or using the Platform, users affirm that they:

  • Meet the minimum age requirement.
  • Reside in a region where our services are available.
  • Are legally capable of entering into binding contracts in accordance with applicable UAE and international laws.

Important Notice:
We reserve the right to suspend or terminate accounts if users are found to be ineligible, misrepresent their age or location, or engage in any activity that violates these Terms & Conditions.

  1. Payment Methods

At Star Gallery Mart, we prioritize convenience, flexibility, and security in every transaction. To ensure a seamless shopping experience, we provide a variety of payment methods that cater to diverse customer preferences, while maintaining the highest standards of data protection and transaction security.

Accepted Payment Methods:

  • Credit/Debit Cards:
    We accept all major credit and debit cards, including Visa, Mastercard, and other reputable card providers. This method allows for quick, secure, and straightforward payment during checkout.
  • Buy Now, Pay Later (BNPL) Services:
    For added flexibility, customers can opt for تابي أو Tamara – trusted BNPL providers that enable installment payments. This service allows you to split your purchase into smaller, interest-free payments, providing financial convenience without delay in receiving your order.
  • Digital Wallets:
    We support Google Pay and Apple Pay to facilitate fast, contactless, and secure payments directly through your smartphone or other compatible devices.
  • Stripe Payment Gateway:
    All online transactions are securely processed through Stripe, a globally recognized and PCI DSS-compliant payment gateway. This option supports various card types and digital payments, offering enhanced security and encryption for each transaction.
  • Cash on Delivery (COD):
    For customers within the United Arab Emirates (UAE), we offer Cash on Delivery as an additional payment option. This allows customers to pay in cash at the time of delivery. Please note that COD orders may be subject to:
    • Service fees – A small additional fee may apply for COD transactions to cover handling costs.
    • Order Limits – COD may not be available for certain high-value orders or international shipments.

Secure Transactions:

We understand the importance of protecting your financial data. As such, all payment transactions conducted on our Platform are processed through PCI DSS (Payment Card Industry Data Security Standard)-compliant third-party gateways. These payment processors implement advanced encryption, fraud detection, and multi-factor authentication protocols to ensure that sensitive payment information is securely transmitted and safeguarded.

Key Security Measures:

  • No Storage of Financial Data: Star Gallery Mart does not store credit card numbers, CVV codes, or any sensitive payment information on our servers.
  • End-to-End Encryption: All payment details are encrypted during the checkout process, ensuring that personal and financial data remains protected from unauthorized access.
  • Real-Time Fraud Monitoring: Our payment partners utilize AI-driven fraud prevention systems to monitor and detect suspicious transactions, adding an extra layer of protection for our customers.

Important Notes:

  • Payment authorization is required at the time of order placement. Orders will not be processed until payment is successfully confirmed.
  • If a payment fails or is declined, users will receive a notification prompting them to re-enter payment details or select an alternative method.
  • In cases of refund, funds will be returned to the original payment method used during the transaction. For COD refunds, the amount will be reimbursed via bank transfer or store credit as per the customer’s preference.

For further assistance regarding payment methods or transaction issues, please contact our support team at [email protected]  or call +971 6 577 9360.

  1. Order Processing and Shipping

At Star Gallery Mart, we are dedicated to ensuring timely and efficient order processing and delivery. Our logistics and fulfillment processes are designed to provide a seamless shopping experience, with clear timelines and secure handling of products.

Order Processing:

  • Same-Day Processing: Orders placed before 5 PM UAE time on business days (Saturday to Thursday) are processed and dispatched the same day.
  • Next-Day Processing: Orders placed after 5 PM or on weekends and public holidays will be processed on the next business day.
  • Order Confirmation: Upon successful order placement, you will receive an email confirmation with details of your purchase and estimated delivery time.

Delivery Timelines:

  • Standard Delivery (UAE):
    • Orders are typically delivered within 1-2 business days for most areas across the UAE.
  • Remote Areas:
    • Delivery to remote regions within the UAE may take up to 7 business days. A full list of remote areas and estimated delivery times can be found on our website.
  • International Shipping:
    • We offer international shipping to select regions. Delivery timelines vary depending on the destination, courier services, and customs clearance. Estimated shipping times and costs will be displayed at checkout.

Shipping Costs and Calculations:

  • Shipping costs are calculated at checkout based on the delivery location, package weight, and courier rates.
  • Promotional periods may include free shipping for eligible orders within the UAE.

Delays and Exceptions:
While we strive to meet all estimated delivery times, certain factors beyond our control may lead to delays. These include but are not limited to:

  • Adverse Weather Conditions – Severe weather may impact courier routes and cause shipping delays.
  • Customs Clearance (International Orders) – Delays may occur during customs inspection for international shipments.
  • High Demand Periods – During sales events or peak seasons, processing times may extend slightly due to increased order volumes.
  • Courier Issues – Delivery delays caused by courier service disruptions are outside of our control.

In such cases, Star Gallery Mart is not liable for delays beyond our direct influence, but we will endeavor to keep customers informed and assist in tracking shipments.

Incomplete or Incorrect Addresses:

  • It is the customer’s responsibility to provide accurate shipping information during checkout.
  • Star Gallery Mart will not be liable for delivery failures due to incomplete or incorrect addresses. If a package is returned to us due to an incorrect address, the customer will be contacted to arrange reshipment (additional shipping charges may apply).

For further inquiries regarding shipping policies or specific delivery timelines, please contact our customer support at [email protected]  or call +971 6 577 9360.

  1. Order Cancellations and Modifications

At Star Gallery Mart, we understand that sometimes plans change, and adjustments to orders may be necessary. Our cancellation and modification policy is designed to provide flexibility while ensuring efficient processing and timely deliveries.

Order Cancellation and Modification Policy:

  • Before Dispatch:
    • Orders can be canceled or modified without penalty before 5 PM UAE time on the day the order is placed.
    • Modifications include changes to delivery address, product quantities, or product substitutions (subject to availability).
  • After Dispatch:
    • Once an order has been processed, packaged, and dispatched, cancellations and modifications are no longer possible.
    • If an order is already out for delivery, customers must accept the package and, if necessary, initiate a return in accordance with our Returns and Refunds Policy.

How to Cancel or Modify an Order:
To cancel or request changes to your order, contact our Customer Support Team before the dispatch cutoff time:

  • Email: [email protected]
  • Phone: +971 6 577 9360
  • Operating Hours: 9 AM – 11 PM UAE time (Saturday to Thursday)

Please provide the order number and full name to expedite the cancellation or modification process.

Important Notes:

  • If an order is successfully canceled, refunds (if applicable) will be issued to the original payment method within 5-7 business days.
  • For Cash on Delivery (COD) orders, no charges apply for cancellations prior to dispatch.
  1. User Responsibilities and Acceptable Use

By accessing and using the Star Gallery Mart Platform, users agree to act in good faith and in accordance with all applicable laws and regulations. This section outlines the key responsibilities and behavioral standards expected of all users.

User Responsibilities:
When using our Platform, you agree to:

  • Provide Accurate Information:
    Ensure that all details entered during account registration, order placement, and checkout are truthful, complete, and up to date.
  • Maintain Confidentiality:
    Users must protect the security of their account credentials, including usernames and passwords, and notify Star Gallery Mart immediately if unauthorized access is suspected.
  • Lawful Use:
    The Platform may only be used for lawful and legitimate purposes. Any attempt to misuse the site, tamper with orders, or exploit system vulnerabilities is strictly prohibited.

Prohibited Activities:
Users are prohibited from engaging in the following activities:

  • Illegal or Fraudulent Conduct:
    • Using the Platform to engage in illegal transactions, fraudulent purchases, or activities that violate UAE laws.
  • Disrupting Platform Operations:
    • Attempting to hack, tamper with, disrupt, or overload our systems, servers, or networks.
  • Reselling Without Authorization:
    • Purchasing products with the intention of reselling without obtaining prior written consent from Star Gallery Mart.
  • False Identity and Misrepresentation:
    • Impersonating another individual, providing false details, or attempting to access another user’s account.
  • Uploading Harmful Content:
    • Distributing malicious software, phishing scams, or content that may harm or compromise the Platform’s security.

Consequences of Violations:

  • Account Suspension or Termination: Star Gallery Mart reserves the right to suspend or permanently terminate user accounts found to be in violation of these terms.
  • Legal Action: Serious violations may result in legal proceedings and criminal or civil penalties in accordance with UAE laws.
  • Liability for Damages: Users may be held financially responsible for any damages caused to the Platform or third parties as a result of prohibited actions.

Reporting Violations:
To report suspicious activity or violations of these Terms, please contact our Customer Support Team at [email protected].

  1. Returns, Refunds, and Exchanges

At Star Gallery Mart, we strive to ensure that our customers are fully satisfied with their purchases. Our return, refund, and exchange policies are designed to be fair, transparent, and simple to facilitate a seamless shopping experience.

  1. Return Eligibility

We accept returns and exchanges under the following conditions:

  • Damaged or Missing Items:
    • Customers must inspect their order immediately upon delivery. If any items are missing, defective, or damaged, this must be reported within 24 hours of receipt to qualify for a free exchange or replacement.
    • Claims reported after 24 hours may not be eligible for free exchange but may still be considered under limited circumstances.
  • General Returns:
    • Products can be returned within 24 hours of delivery for a refund or exchange, provided the item is:
      • Unused and in original condition.
      • Returned with all original packaging, tags, and accessories.
      • Accompanied by proof of purchase (e.g., invoice or receipt).
    • Items that do not meet these conditions may not be eligible for return.

Non-Returnable Items:
To ensure hygiene, safety, and product integrity, the following items are non-returnable unless found defective upon delivery:

  • Personal-Use Products: Shavers, trimmers, earphones, or any items that come into direct contact with the body.
  • Opened or Used Electronics: Headphones, laptops, tablets, and smart devices once unsealed, unless proven to be defective.
  • Digital Goods and Software: Non-tangible items such as software licenses, eBooks, or downloaded products.
  • Customized or Special-Order Items: Items tailored to specific customer requirements.
  • Fragrance items: including all types of diffusers and bakhoor burners.

Note: Star Gallery Mart reserves the right to refuse returns if products do not meet the return conditions or fall under the non-returnable list.

  1. Refunds and Processing
  • Refund Method:
    • Approved refunds will be processed to the original payment method (credit/debit card, digital wallet) or provided as store credit at the customer’s discretion.
    • For Cash on Delivery (COD) orders, refunds will be issued through bank transfer or as store credit.
  • Processing Time:
    • Refunds are typically processed within 5-7 business days after the returned item has been received, inspected, and approved by our quality assurance team.
    • The refund timeline may vary depending on the payment processor or bank. Customers will be notified via email once the refund is initiated.
  • Return Shipping Costs:
    • Return shipping costs are generally the responsibility of the customer unless:
      • The product was defective, damaged, or incorrect.
      • There was an error on the part of Star Gallery Mart in processing the order.
    • In such cases, we will cover the full cost of return shipping or provide a prepaid shipping label.

Important Notes:

  • Partial Refunds: If the returned product shows signs of use, missing parts, or damaged packaging, a partial refund may be issued at our discretion.
  • Exchange Option: Instead of a refund, customers may choose to exchange the item for another product of equal or lesser value. Any price differences will either be refunded or charged accordingly.

For questions or assistance with returns and refunds, please contact our support team at:

  1. Dispute Resolution

At Star Gallery Mart, we aim to resolve any customer concerns or disputes promptly and amicably. If you are dissatisfied with a product, service, or aspect of your order, we encourage you to first contact our Customer Support Team to seek a resolution.

  • Dispute Escalation:
    If the matter cannot be resolved through initial discussions, customers may request further escalation to management. We are committed to working collaboratively to find a fair resolution.
  • Governing Law:
    These Terms and all transactions conducted through our Platform are governed by the laws of the United Arab Emirates (UAE).
  • Jurisdiction:
    In the event that disputes cannot be resolved amicably, they shall be referred to and settled by the competent courts of the UAE.
  • Limitation of Liability:
    Star Gallery Mart’s liability in disputes shall not exceed the total amount paid by the customer for the disputed order.

We appreciate your cooperation in adhering to our policies and trust that our dispute resolution process will provide a fair and equitable outcome for all parties involved.

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  1. Limitation of Liability

At Star Gallery Mart, we are committed to providing high-quality products and services. However, certain limitations apply regarding our liability to users. By using our Platform, you acknowledge and agree to the following:

  • Indirect or Incidental Damages:
    Star Gallery Mart is not responsible for any indirect, incidental, or consequential damages that may arise from the use, inability to use, or reliance on our Platform, products, or services. This includes but is not limited to:
    • Loss of profits or revenue.
    • Business interruptions or operational delays.
    • Loss of data, goodwill, or reputation.
  • Delivery Delays and Third Parties:
    While we strive to ensure timely deliveries, Star Gallery Mart is not liable for delays resulting from external factors such as:
    • Third-party couriers or logistics providers.
    • Customs clearance or import/export regulations.
    • Natural disasters, strikes, pandemics, or force majeure events.
  • Product Liability:
    Our liability is strictly limited to the value of the product purchased. Under no circumstances will our total liability for any claim related to a product or service exceed the amount paid for that item.
  1. Changes to Terms & Conditions

Star Gallery Mart reserves the right to modify, update, or amend these شروط الاستخدام at any time to reflect changes in our operations, services, or legal obligations.

  • Notification of Changes:
    Significant changes to the Terms will be communicated through one or more of the following methods:
    • Email notifications to registered users.
    • Website announcements posted on the homepage or within the Terms & Conditions section.
    • Push notifications through the Star Gallery Mart mobile application.
  • User Acknowledgment:
    Continued use of the Platform following any amendments constitutes acceptance of the revised Terms & Conditions. If you disagree with any changes, you may discontinue using the Platform or contact our support team to close your account.
  1. تواصل معنا

For questions, concerns, or clarifications regarding these شروط الاستخدام, please reach out to us:

Star Gallery Mart

Our Customer Support Team is available to assist you during regular business hours and will respond to inquiries as promptly as possible.

RETURNS & REFUNDS POLICY

At Star Gallery Mart, we prioritize providing a seamless and transparent shopping experience for our valued customers. We understand that while we strive to ensure the highest product quality and service standards, there may be instances where returns or refunds are necessary. Our goal is to handle such situations with fairness, efficiency, and clarity to ensure your satisfaction.

This Returns & Refunds Policy outlines the eligibility criteria, conditions, and procedures for returning products and receiving refunds. Whether your item is defective, incorrect, or simply does not meet your expectations, this document serves as a comprehensive guide to understanding your rights and responsibilities during the return and refund process.

By shopping with Star Gallery Mart, you agree to comply with the terms and conditions set forth in this policy. Please take a moment to carefully review the information below to familiarize yourself with the return timelines, product eligibility, refund processing, and non-returnable items.

We are committed to upholding high standards of product integrity while safeguarding your interests as a customer. If you have any questions or require further assistance, our Customer Support Team is available to guide you through the process.

For immediate support or to initiate a return, please contact:

At Star Gallery Mart, customer satisfaction is at the heart of everything we do. We appreciate your trust in our products and services, and we are here to ensure your shopping experience remains positive, even in cases where returns and refunds are necessary.

  1. Returns Eligibility

At Star Gallery Mart, we are dedicated to providing high-quality products and exceptional customer service. However, we understand that there may be instances where a product does not meet your expectations or arrives with an issue. To facilitate a smooth return or exchange process, we have outlined the conditions and requirements for eligible returns below.

  1. Immediate Inspection (Within 24 Hours of Delivery):

To ensure fairness and prompt resolution, customers are required to thoroughly inspect all items immediately upon delivery. This initial inspection period is critical for identifying any discrepancies, defects, or missing components.

Conditions for Immediate Returns or Exchanges:

  • Timeframe: Any missing parts, damage, or defects must be reported within 24 hours of receiving the item.
  • Free Exchange or Replacement:
    • If the issue is reported within the 24-hour window, the product will qualify for a free exchange or replacement at no additional cost.
    • In cases where the same product is unavailable, store credit or a refund will be provided based on the original purchase value.
  • Late Claims (After 24 Hours):
    • Reports made after the 24-hour period will not qualify for free exchanges or replacements.
    • Standard return procedures will apply, and shipping or restocking fees may be incurred.

Important Notes:

  • Photographic evidence of damage or defects may be required to process the claim.
  • Claims that fail to meet the 24-hour deadline may be ineligible for immediate replacement but could qualify for returns under the standard 7-day policy.
  1. Generic Items (Under 100 AED):

For generic or non-branded items valued at less than 100 AED, we offer a flexible return policy designed to provide customers with peace of mind and convenience.

Conditions for Generic Item Returns:

  • Return Window: Generic items can be returned or exchanged within 7 days from the date of delivery.
  • Product Condition: Items must be:
    • Unused and in their original condition.
    • Packaged with all original accessories, tags, and components.
    • Accompanied by the original receipt or invoice.
  • Exclusions:
    • After the 7-day window, returns and exchanges will no longer be accepted unless the product is found to be defective.
  1. Branded Items (Warranty Coverage):

For branded items that are accompanied by manufacturer warranties, Star Gallery Mart offers extended return and exchange options to reflect the durability and long-term value of these products.

Conditions for Branded Items:

  • Return Window: Branded products can be returned within the warranty period, typically ranging from 1 to 3 years depending on the manufacturer and product type.
  • Warranty Coverage: If the item experiences technical issues or defects during the warranty period, it may qualify for repair, replacement, or return as outlined by the manufacturer’s warranty terms.
  • Partial Returns for Missing Components:
    • If branded items are returned but missing components (e.g. accessories, cables, or user manuals), replacements or exchanges will proceed without these components.
    • Return charges may apply to cover the cost of processing the incomplete return.

Examples of Branded Items Under Warranty:

  • Mobile phones, tablets, laptops.
  • Kitchen appliances from recognized brands.
  • Gaming consoles and accessories.
  • Home security and networking devices.
  1. Non-Returnable Items:

To maintain hygiene standards and product integrity, the following items are non-returnable unless found to be defective upon delivery:

  • Personal Care and Hygiene Products: Items such as shavers, trimmers, and hair removal devices.
  • Digital Goods and Software: Downloadable software, eBooks, and digital licenses.
  • Opened Electronics: Headsets, earphones, and other personal audio devices that have been unsealed, unless defective.
  • Customized or Personalized Items: Products that have been modified, engraved, or tailored to specific customer requests.
  1. Return Disqualifications:

Returns will not be accepted if:

  • The product shows signs of use or damage not related to manufacturing defects.
  • Items are missing serial numbers or manufacturer labels.
  • The product was purchased during a clearance sale or promotion labeled as non-refundable.

For additional information or to initiate a return, please contact our Customer Support Team at:

We value your satisfaction and will make every effort to address returns and exchanges promptly and professionally.

  1. Non-Returnable Items

At Star Gallery Mart, we prioritize customer satisfaction while maintaining high standards for hygiene, safety, and product integrity. As a result, certain items are classified as non-returnable to protect our customers and uphold the quality of our products. Please review the list below to understand which items are not eligible for return or exchange, except in cases where defects or damage are reported within the initial 24-hour inspection period after delivery.

Categories of Non-Returnable Items:

  • Personal-Use Products:
    Due to hygiene and safety considerations, personal-use items that come into direct contact with the body cannot be returned once opened or used. This includes:
    • Shavers, trimmers, and hair removal devices.
    • Electric toothbrushes, skincare tools, and beauty devices.
    • Any product specifically designed for intimate or personal grooming.
  • Digital Goods and Software:
    Non-tangible items that are electronically delivered or downloaded are non-returnable. These products are often subject to licensing agreements or one-time-use policies. Examples include:
    • eBooks, audiobooks, and online course materials.
    • Software licenses, activation keys, and digital downloads.
    • Subscription services or membership cards.
  • Opened Electronics (Earphones and Headsets):
    To ensure health and hygiene standards, electronics that are sealed or designed for personal audio use cannot be returned once the packaging is opened, except under the following conditions:
    • Defects or damage are reported within 24 hours of delivery.
    • The product fails to function upon first use (DOA – Dead on Arrival).
    • Items must be in original condition with all packaging materials and accessories intact.
  • High-Value Electronics:
    Certain high-value items are non-returnable once opened, unless defective. These include:
    • Mobile phones, tablets, laptops, smart screens, and gaming consoles.
    • Smartwatches, fitness trackers, and high-end cameras.
    • Custom-built or specially configured electronic products.

Exceptions and Special Circumstances:

  • Defective or Damaged Products:
    If the product is defective, damaged, or missing parts upon delivery, customers must report the issue within 24 hours to qualify for a replacement or exchange.
  • Manufacturer’s Warranty:
    High-value branded products are typically covered under a manufacturer’s warranty. In such cases, customers can initiate repairs or replacements directly through the manufacturer’s service center.
  • Incorrect Items:
    In the rare instance that an incorrect item is delivered, Star Gallery Mart will arrange for the return and replacement at no additional cost to the customer.

Important Notes:

  • Star Gallery Mart reserves the right to deny returns that do not comply with the guidelines stated above.
  • Products labeled as “non-returnable” at the time of purchase or during promotions are excluded from standard return policies.
  • For products not explicitly mentioned in this list, refer to the Returns & Exchanges section on our website at stargallery.ae for further details.

If you require clarification or have specific questions regarding the return eligibility of a product, please contact our Customer Support Team at:

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  1. Return Process

At Star Gallery Mart, we aim to make the return process simple, transparent, and hassle-free. If you wish to initiate a return or exchange, please follow the outlined steps to ensure that your request is processed efficiently and without delay.

Steps to Initiate a Return or Exchange:

  1. Proof of Purchase (Mandatory):
  • A valid receipt, invoice, or order confirmation is required to process all returns.
  • Returns submitted without proof of purchase will not be accepted.
  1. Product Condition Requirements:
  • Original Condition: Items must be unused, undamaged, and in their original condition. Products that show signs of wear or usage may not qualify for a return.
  • Packaging and Accessories: All items must include their original packaging, tags, user manuals, and any additional accessories provided at the time of purchase. This includes:
    • Product boxes, protective seals, and wrappers.
    • Chargers, cables, and product-specific accessories.
  • Tampered or Altered Items: Products that have been damaged, altered, or missing essential components will not be accepted for return unless the issue was reported within the initial 24-hour inspection period after delivery.
  1. Initiating the Return:
  • Contact Support:
    • To begin the return process, reach out to our Customer Support Team through one of the following channels:
  • Return Instructions:
    • Once your return request has been approved, our support team will provide detailed instructions on where and how to return the item.
    • Returns may need to be shipped to our designated fulfillment center or dropped off at one of our partner locations.

Additional Return Guidelines:

  • Return Approval:
    • All returned items undergo inspection and quality checks upon arrival. Returns that do not meet eligibility criteria may be denied or subject to partial refunds.
  • Shipping Responsibility:
    • Return shipping costs are typically the responsibility of the customer unless:
      • The item is defective, damaged, or incorrect.
      • The return is initiated within 24 hours due to missing components.
  • Processing Time:
    • Approved returns are processed within 3-7 business days after the item is received and inspected.

Important Notes:

  • Exchanges: If an exchange is requested but the item is out of stock, customers will be offered a full refund or store credit.
  • Partial Returns: In cases where part of a bundle or set is returned, only the corresponding value of the returned item will be refunded.
  • Return Rejection: Star Gallery Mart reserves the right to reject returns that do not comply with our returns policy.

For additional information regarding our returns process, visit the Returns & Exchanges section on our website at stargallery.ae.

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  1. Refund Policy

At Star Gallery Mart, we are committed to ensuring a smooth and transparent refund process for our customers. Whether you are returning a product or have experienced an issue with your order, our refund policy is designed to provide clarity and efficiency in handling your request.

Refund Method:

  • Original Payment Method:
    • Refunds for eligible returns will be processed back to the original payment method used at the time of purchase. This applies to payments made via:
      • Credit/Debit Cards (Visa, Mastercard, etc.).
      • Digital Wallets (Google Pay, Apple Pay, etc.).
      • Online Payment Gateways (Stripe or similar services).
  • Cash on Delivery (COD) Purchases:
    • For orders paid through Cash on Delivery (COD), refunds will be provided through one of the following options, based on the customer’s preference:
      • Bank Transfer: The refund amount will be transferred directly to the customer’s bank account.
      • Store Credit: Refunds can be issued as store credit, which can be applied to future purchases.
  • Partial Refunds:
    • In cases where a partial return is made (e.g., part of a product bundle), the refund will reflect the value of the returned item only.
    • If items are returned in damaged or incomplete condition, a partial refund may apply based on the assessment of the returned product.
    • Ensure the item is properly packed when returning it to us. Any damage that occurs due to inadequate packaging will result in a deduction from the refunded amount.

Processing Time:

  • Standard Refund Timeline:
    • Refunds are generally processed within 3 to 7 business days from the date the returned item is received, inspected, and approved by our quality assurance team.
    • The processing time may vary depending on the payment processor or financial institution.
  • Confirmation of Refund:
    • Customers will receive a confirmation email once the refund has been successfully processed. This email will contain details of the refund amount and the payment method used.
  • Delayed Refunds:
    • If you have not received your refund after 7 business days, we recommend the following:
      • Check your bank account or card statement for pending transactions.
      • Contact your bank or payment provider to verify any refund delays.
      • If the issue persists, reach out to our support team for further assistance.

Important Notes:

  • Refunds will only be processed after the returned item passes inspection and meets the conditions outlined in our Returns Eligibility Policy.
  • Shipping fees and handling charges are non-refundable unless the return is due to a defective or incorrect item.
  • Refunds will not be issued for items that are deemed non-returnable (as listed in our Non-Returnable Items section).

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  1. Return Shipping Costs

At Star Gallery Mart, we strive to make the return process as convenient as possible for our customers. Our return shipping policy differentiates between issues reported immediately upon receipt and standard returns initiated later. Below is a detailed breakdown of return shipping costs and responsibilities.

  1. Free Returns (Reported Within 24 Hours):
  • Eligibility:
    • If the return is initiated due to missing items, defects, or damage that is reported within 24 hours of delivery, Star Gallery Mart will cover the full cost of return shipping.
  • Return Process:
    • Upon approval of the return request, a prepaid return shipping label will be provided. Customers can use this label to send the item back at no additional cost.
  • Scope:
    • This policy applies to all products.
    • Items returned using the prepaid label must be in their original packaging and include all components.
  1. Customer Responsibility (After 24 Hours):

If the return request is initiated after the 24-hour inspection window, return shipping costs will typically fall on the customer, subject to the following conditions:

  • Generic Items (Under 100 AED):
    • Customers returning generic or non-branded items valued at less than 100 AED within the 7-day return period must cover the shipping expenses.
    • After 7 days, returns or exchanges will no longer be accepted, and return shipping will no longer apply.
  • Branded Items (1 to 3-Year Warranty):
    • For branded items returned within the warranty period of 1 to 3 years, the return shipping costs will be the responsibility of the customer if:
      • The product is missing components (e.g., cables, chargers, packaging).
      • The return is initiated for reasons unrelated to manufacturing defects.

Important Notes:

  • Partial Refunds or Exchanges:
    • If the return is accepted but the item is incomplete or shows signs of use, the refund may reflect partial value, and return shipping may not be reimbursed.
  • Oversized or Fragile Items:
    • For large appliances, fragile products, or high-value electronics, special return arrangements may apply. Return shipping costs in such cases will be discussed with the customer at the time of the return request.
  • International Returns:
    • Return shipping costs for international orders will be the responsibility of the customer, except in cases of manufacturer defects or order fulfillment errors reported within 24 hours.
  1. Refund Processing Timelines

At Star Gallery Mart, we are committed to processing refunds promptly to ensure customer satisfaction and transparency. The timeline for refunds depends on various factors, including the type of payment method used and the condition of the returned item.

  1. Standard Refund Timeline:
  • Processing Period:
    Refunds are typically processed within 3 to 7 business days from the date the returned item is:
    • Received at our facility.
    • Inspected and approved by our quality assurance team.
  • Banking and Payment Processor Delays:
    The exact timing for the funds to appear in your account may vary based on your:
    • Payment processor (e.g., Stripe, Apple Pay, Tabby).
    • Banking institution and their internal processing policies.
      Some banks or card issuers may take an additional 2 to 5 business days to reflect the refund.
  1. Refund Notification:
  • Customers will receive an email notification confirming the completion of the refund process.
  • The notification will include:
    • Refund amount.
    • Refund method (original payment method or store credit).
    • Expected time for the refund to reflect.

Important Notes:

  • Proof of Purchase Requirement:
    • Refunds will not be processed for items returned without a valid proof of purchase (receipt or invoice).
    • If the purchase cannot be verified, the return may be rejected or result in store credit instead of a monetary refund.
  • Condition of Returned Items:
    • Items must be in their original condition and packaging to qualify for a full refund.
    • Returns in poor condition or missing essential components may result in a partial refund reflecting the product’s depreciated value.
  • Restocking Fees or Deductions:
    • In certain cases, restocking fees or shipping deductions may apply, particularly for:
      • High-value electronics.
      • Custom orders.
      • Items that show signs of use or damage.
    • Customers will be notified of any deductions or partial refunds before the refund is finalized.

Partial Refund Policy:

  • If only part of an order is returned, the refund will cover only the value of the returned items.
  • Shipping fees and handling charges are non-refundable, unless the return is due to:
    • A defective or damaged item.
    • A shipping error made by Star Gallery Mart.

Contact Us for Assistance:

If you have questions regarding refund timelines or the status of your return, please reach out to our Customer Support Team:

Our support team is available during business hours to provide updates and assist with any inquiries

SERVICE & WARRANTY POLICY

At Star Gallery Mart, we are committed to providing high-quality products backed by robust warranty support. We understand the importance of ensuring our customers feel confident in their purchases, which is why we offer comprehensive warranty coverage on branded items to safeguard against manufacturing defects. This policy outlines the warranty terms, exclusions, claim procedures, and important details on repairs or replacements.

Our goal is to provide efficient and customer-friendly solutions for products that may experience technical or mechanical issues during their lifespan. We encourage all customers to carefully read the warranty guidelines below and to reach out to our support team with any questions or concerns.

  1. Warranty Terms

At Star Gallery Mart, we pride ourselves on delivering high-quality, reliable products to our customers. To ensure confidence and satisfaction in your purchases, we partner with leading manufacturers that provide robust warranty coverage. Our branded products are backed by manufacturer warranties ranging from 1 to 3 years, safeguarding against defects in materials, design, and craftsmanship.

We understand that electronic devices, appliances, and smart home products are essential to your daily life, and any unexpected malfunction can be inconvenient. The warranty program is designed to provide swift solutions, including product replacements or repairs, at no additional cost for issues covered by the terms of the manufacturer’s warranty.

Warranty Coverage

Our warranty program extends across a wide range of product categories to ensure that you receive long-term value and protection. Below are the key details regarding coverage:

  1. Warranty Duration:
  • The warranty period typically ranges from 1 to 3 years depending on the brand and product category.
  • The specific warranty duration is outlined in the product’s packaging, user manual, or manufacturer documentation at the time of purchase.
  1. Eligible Product Categories:
    The following product categories typically qualify for warranty coverage:
  • Electronics:
    • الهواتف الذكية
    • Tablets and Laptops
    • Gaming Consoles and Accessories
    • Headphones, Earphones, and Audio Devices
  • Home and Kitchen Appliances:
    • Blenders, Toasters, Coffee Machines, Irons
    • Hair Dryers, Shavers, and Personal Care Devices
  • Smart Home and Security Devices:
    • Smart Doorbells, Security Cameras, and Networking Systems
    • Smart Plugs, Sensors, and Controllers

Scope of Warranty Coverage

The warranty offered through Star Gallery Mart ensures that customers are protected from unforeseen product malfunctions. Warranty coverage includes but is not limited to the following:

  • Manufacturing Defects:
    • Faults or flaws in the design, assembly, or construction of the product.
  • Operational Failures:
    • Product malfunctions that prevent normal operation and arise during regular, intended use.
  • Faulty Components:
    • Internal component issues, such as defective motherboards, batteries, processors, or wiring.
  • Parts and Replacements:
    • Full replacements of parts or entire products at no additional cost if the defect is confirmed to fall within warranty terms.
    • In some cases, the manufacturer may opt to replace the entire unit if the defective part is critical to the product’s function and cannot be individually replaced.
  • Repair Services (Manufacturer Dependent):
    • Certain manufacturers may offer repair services in lieu of replacement. In such cases, repairs will be conducted at authorized service centers to maintain warranty integrity.

Proof of Warranty Activation

Warranties are automatically activated at the point of purchase. This means customers do not need to manually register for coverage unless specifically instructed by the manufacturer. A valid proof of purchase serves as the official warranty activation document.

Proof of Warranty Includes:

  • Original Invoice or Receipt:
    • Retain a copy of your purchase receipt or electronic invoice as it will be required to verify warranty coverage.
  • Order Confirmation Email:
    • Online purchases will include digital receipts and order confirmations, which are equally valid for warranty claims.
  • Serial Numbers or Product IDs:
    • Some products, particularly electronics, feature unique serial numbers that may be referenced to confirm eligibility for service or replacement.

Important:
Star Gallery Mart is not responsible for lost receipts or invoices. Customers are advised to keep a digital or physical copy of their proof of purchase for future claims.

Additional Notes:

  • Non-Branded or Generic Items:
    • Generic products that are not covered by brand-specific warranties are subject to Star Gallery Mart’s 7-day return or exchange policy but do not carry extended warranty terms.
  • Third-Party and International Warranties:
    • For products shipped internationally, warranty coverage is subject to the manufacturer’s regional policies. Customers are encouraged to check the manufacturer’s website for international warranty specifics.
  • Out-of-Warranty Support:
    • For products that have exceeded their warranty period, Star Gallery Mart offers limited troubleshooting and can direct customers to manufacturer service centers for continued support.

At Star Gallery Mart, we are committed to ensuring our customers enjoy peace of mind with every purchase. Our warranty policies reflect our dedication to quality and customer satisfaction.

Top of Form

  1. Warranty Exclusions

At Star Gallery Mart, we are committed to honoring manufacturer warranties in full, ensuring that our customers receive the highest level of protection for their purchases. However, it is important to recognize that warranties are designed to cover manufacturing defects and product malfunctions—not all types of damage or product issues.

The following exclusions outline circumstances and conditions that fall outside the scope of warranty coverage. These exclusions help set clear expectations regarding the limitations of warranty services and the responsibilities customers have in caring for their products.

  1. Accidental or Intentional Damage

Warranty coverage does not extend to damage that occurs due to accidents, negligence, or intentional misuse. Examples include:

  • Cracked or Shattered Screens: Resulting from drops, falls, or collisions.
  • Physical Breakage or Dents: Caused by mishandling, excessive force, or improper storage.
  • Scratches and Cosmetic Damage: Surface scratches, dents, or blemishes that do not affect the product’s functionality.
  1. Misuse and Abuse

Warranties are voided when products are used outside their intended purpose or operated in ways that violate manufacturer instructions. This includes:

  • Overloading Appliances: Exceeding maximum load capacities in blenders, mixers, or kitchen appliances.
  • Improper Setup or Installation: Failure to install products according to provided guidelines or using incorrect voltage/power supplies.
  • Unauthorized Modifications: Altering the internal components or exterior of the product in ways not sanctioned by the manufacturer.
  1. Normal Wear and Tear

Over time, products naturally undergo wear and tear as a result of regular use. The warranty does not cover issues arising from this process, including:

  • Fading or Discoloration: Natural fading or discoloration of plastic, rubber, or painted surfaces.
  • Surface Scratches: Minor abrasions or scuffs that develop from routine handling.
  • Gradual Deterioration: Decline in battery life, fabric wear on headphones or gaming chairs, and mechanical wear in moving parts.
  1. Environmental and External Damage

Products that are exposed to harsh environmental conditions or unexpected elements may suffer damage not covered by warranty. This includes:

  • Moisture or Water Damage: Appliances, electronics, or smart devices exposed to water (unless explicitly stated as waterproof).
  • Dust and Debris: Internal or external damage caused by dust accumulation or exposure to excessive dirt.
  • Heat and Humidity: Malfunctions resulting from prolonged exposure to extreme temperatures or humid environments.
  • Corrosion or Rust: Due to exposure to saltwater, rain, or chemicals.
  • Liquid Spills: Damage caused by food or liquid spills penetrating the device.
  1. Unauthorized Repairs or Modifications

Any repair or modification performed by unauthorized personnel will immediately void the product’s warranty. Examples include:

  • Third-Party Repairs: Products serviced by non-certified technicians.
  • Tampering with Internal Components: Unauthorized attempts to open, dismantle, or modify internal hardware.
  • Software Modifications: Installing custom firmware or unauthorized software that interferes with the product’s normal operation.
  1. Loss, Theft, and Misplacement

The manufacturer’s warranty does not cover products that are:

  • Lost or Misplaced: Warranties do not cover situations where products are misplaced by the customer.
  • Stolen Items: Warranties do not apply to stolen products. Customers are encouraged to secure their valuables through insurance policies.
  1. Consumable and Replaceable Parts

Certain parts are considered consumables and naturally degrade over time. These components are not covered by standard warranty terms. Examples include:

  • Batteries: Limited battery lifespan is not covered unless there is a manufacturing defect.
  • Light Bulbs and Filters: Consumable components designed to be replaced regularly.
  • Cables and Chargers: Replaceable accessories subject to wear over time.
  • Ink Cartridges and Printer Paper: Consumables that require replenishment.
  1. Warranty Expiration

Once the warranty period expires, products are no longer eligible for free repairs, replacements, or servicing.

  • Expired Claims: Claims filed after the stated 1 to 3-year warranty will not be processed.
  • Out-of-Warranty Support: Customers are encouraged to seek repairs at their expense or explore third-party repair services.
  1. Force Majeure (Acts of God)

The warranty does not apply to damage caused by uncontrollable external events, including:

  • Natural Disasters: Floods, fires, earthquakes, or other catastrophic events.
  • Power Surges and Electrical Issues: Damage resulting from electrical surges, lightning strikes, or unstable power supply.
  • Civil Disturbances: Riots, theft, or damage caused by external violence or unrest.

Important Notes:

  • Routine Maintenance: Warranty coverage does not extend to regular product servicing or maintenance unless specifically mentioned in the product documentation.
  • Tampered Products: Products that show evidence of tampering, removal of serial numbers, or missing labels will be ineligible for warranty service.
  • Partial Damage: If part of the product is damaged or missing, only the defective component may be replaced—not the entire product.

For any questions regarding warranty eligibility or to confirm whether your issue falls under warranty, please contact:

At Star Gallery Mart, we are here to assist you with warranty claims and provide guidance on keeping your products in optimal condition.

  1. Warranty Claims Process

At Star Gallery Mart, we strive to make the warranty claims process as seamless and straightforward as possible. Our dedicated support team is available to guide you through every step to ensure timely resolution of product issues. Below is a comprehensive overview of the steps required to initiate a warranty claim, the documentation needed, and the typical timelines for processing.

Step 1 – Contact Us

To begin your warranty claim, please reach out to our Customer Support Team through one of the following channels:

Customer service hours: Saturday to Thursday, 9 AM – 6 PM (UAE Time)

For faster processing, please ensure you have all necessary documentation ready before contacting our team.

Step 2 – Submit Required Documentation

To facilitate the claim and verify eligibility, the following documents and information must be provided:

  1. Proof of Purchase:
    • A valid copy of the original invoice, receipt, or online order confirmation.
    • This serves as verification of the purchase date and warranty activation.
  2. Product Details:
    • Include essential product information such as:
      • Model number
      • Brand name
      • Serial number (if applicable)
  3. Detailed Description of Issue:
    • Provide a clear and thorough description of the defect, malfunction, or issue encountered.
    • Include any troubleshooting steps you have already attempted.
  4. Photographic or Video Evidence (if applicable):
    • Capture clear images or video showing the defect or damage. This helps expedite the assessment process, especially for visible physical defects.
    • If the issue is operational, provide a short video demonstrating the fault.

Step 3 – Review and Processing

Upon receipt of your claim, our warranty team will initiate the review process:

  • Claim Review:
    • Our team will carefully assess the documentation to confirm whether the issue is covered under the manufacturer’s warranty.
    • Claims are typically reviewed within 5 to 10 business days.
  • Eligibility Determination:
    • If the documentation is incomplete, our team will contact you to request any missing information, which may delay the process.
    • If the issue falls outside warranty coverage (e.g., accidental damage), the customer will be notified with available options.

Step 4 – Resolution and Next Steps

After verifying eligibility, we will proceed with one of the following solutions based on the product’s condition and availability:

  1. Product Replacement:
    • If the defect is confirmed and cannot be repaired, a replacement unit of the same model will be provided.
    • In cases where the exact product is unavailable, we will offer a similar model of equal value.
  2. Store Credit:
    • If the item is out of stock or discontinued, the customer may receive store credit equivalent to the product’s original purchase value.
    • Store credit can be applied toward future purchases at Star Gallery Mart.
  3. Return and Refund:
    • In rare cases, and at our discretion, customers may be eligible for a refund to the original payment method.
    • Refunds typically take 3 to 7 business days to reflect in the customer’s account.

Important Notes:

  • Incomplete Claims:
    • Claims missing key documents or details may face processing delays or rejection. Ensure all requested information is provided to expedite resolution.
  • Shipping for Warranty Claims:
    • For defects reported within 24 hours of delivery, return shipping costs are covered by Star Gallery Mart.
    • For claims made after 24 hours, customers may be responsible for shipping costs associated with returning the product for assessment.
  • Warranty Limitations:
    • The product must still be within the active warranty period at the time the claim is made. Claims submitted after warranty expiration will not be processed.
    • Replacement parts provided during the warranty process do not extend or renew the original warranty period.
  • Inspection of Returned Items:
    • All returned products are subject to inspection. If the defect is found to be caused by misuse, unauthorized repairs, or damage not covered by the warranty, the return may be denied, or additional fees may apply.

Need Assistance?

If you encounter any difficulties during the claims process or have questions about warranty eligibility, please do not hesitate to reach out. Our customer support team is here to ensure you have a positive experience.Bottom of Form

  1. Repair and Replacement Policy

At Star Gallery Mart, we prioritize customer satisfaction by ensuring quick and convenient solutions for defective products. Our approach emphasizes replacements over repairs, allowing for faster resolution and minimal disruption to your daily routine.

No Repair Services Provided

To streamline the warranty process and avoid long repair timelines, Star Gallery Mart does not offer in-house repair services. Instead, we opt for direct product replacement when defects fall within the manufacturer’s warranty terms.

  • Replacement Over Repairs:
    • If a product is found to have a defect covered by the manufacturer’s warranty, we will replace the item with a new or refurbished unit of the same model.
    • In cases where the same model is unavailable, a comparable product of equal value will be offered.

Replacement Guidelines

  • Partial Returns:
    • If the product is returned incomplete (e.g., missing accessories, cables, or chargers), replacements will be issued without the missing components. Only the core unit will be replaced.
  • Product Availability:
    • Should the exact model be out of stock or discontinued, store credit will be provided equivalent to the original purchase value.
  • Proof of Warranty:
    • Customers must submit proof of purchase (receipt or invoice) to qualify for a replacement under warranty.

Non-Warranty Replacements

If the defect or damage does not meet warranty criteria (e.g., accidental damage, misuse, or expired warranties), customers may choose to:

  • Purchase a Replacement Unit:
    • A replacement product may be purchased at standard retail pricing. Our customer service team can assist in finding suitable replacements.
  • Referral to Authorized Service Centers:
    • For products that require repair outside the warranty period, we can recommend authorized service centers or direct customers to the manufacturer’s official support channels.

Special Cases

  • Limited-Edition or Custom Products:
    • For limited-edition products or items that cannot be replaced, Star Gallery Mart may provide a refund or offer store credit based on the product’s original value.
  • Out-of-Warranty Support:
    • For expired warranties, customers may still seek assistance through the manufacturer’s extended service programs. We are happy to assist by facilitating direct communication with the manufacturer.
  1. Service and Maintenance Plans

Currently, Star Gallery Mart does not offer extended service or maintenance plans. However, we strongly recommend that customers:

  • Utilize Manufacturer Warranties:
    • Leverage the manufacturer’s warranty to cover eligible defects or malfunctions.
  • Authorized Service Centers:
    • For continued care, customers should seek authorized repair centers or official service networks recommended by the product’s brand. This ensures products are serviced with genuine parts and remain eligible for future claims.
  • Routine Maintenance:
    • Customers are encouraged to follow the maintenance instructions provided by manufacturers. This can help extend product longevity and minimize the risk of avoidable defects.

Important Notes

  • Return Shipping for Warranty Claims:
    • Free Return Shipping: Warranty claims made within 24 hours of product delivery may qualify for free return shipping.
    • Customer Responsibility (After 24 Hours): Claims initiated after 24 hours may require the customer to cover the return shipping cost.
  • International Warranty Considerations:
    • For products shipped internationally, warranty coverage may vary by region. Customers are encouraged to review the manufacturer’s international warranty policies prior to making a claim.
    • Some manufacturers may offer limited or no international warranty coverage.
  • Products with Expired Warranties:
    • If the product warranty has expired, our support team can assist in contacting the manufacturer directly for repair, replacement, or upgrade options at the customer’s expense.

For questions regarding warranty claims, replacement policies, or product servicing, please contact our Customer Support Team:

At Star Gallery Mart, we value your trust and are committed to delivering exceptional post-purchase support to ensure long-term satisfaction with our products.

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