Refund policy
At STOVIO, customer satisfaction is our top priority. We are committed to delivering high-quality products and providing a seamless purchasing experience. If you are not completely satisfied with your purchase, we offer a clear and fair refund policy to address your needs.
1. Flexible Return Window
- General Returns: 30-day return period from the delivery date.
- European Union Customers: 14-day return period in compliance with EU cooling-off regulations.
- Returns are accepted for unused products in their original condition and packaging.
2. Comprehensive Return Conditions
To qualify for a return, the product must meet the following conditions:
- Be unused and in its original packaging.
- Be free from signs of wear, damage, or alterations.
- Be accompanied by the original receipt, proof of purchase, or order number.
3. Shipping and Handling
- Free Return Shipping:
- Defective or damaged items.
- Incorrect or wrong items shipped.
- Refunds for defective items include the original shipping cost.
- Customer-Paid Return Shipping:
- Change of mind.
- Exchanges for size, color, or model.
4. Non-Refundable Items
Certain items are non-refundable, including:
- Customized or personalized products.
- Intimate or hygienic items.
- Digital products (e.g., software downloads).
- Gift cards.
- Products purchased during clearance or final sale promotions.
5. Defective Item Policy
If you receive a defective product:
- Notify us within 7 days of receiving the item.
- We will offer:
- An immediate replacement (subject to stock availability).
- A full refund, including free return shipping for confirmed defects.
- Optional repair services may be available for eligible items.
6. Refund Process
We aim to process refunds quickly and efficiently:
- Submit a refund request via our website or email us at [email protected].
- Once approved, follow the return instructions provided by our team.
- Refunds will be processed within 3-5 business days of receiving the returned item.
- Refunds will be issued to your original payment method.
- Tracking is provided for all return shipments.
7. Exchanges
For faster service, we recommend returning the original item for a refund and placing a new order for the desired item.
8. Special Promotions
- Limited editions, pre-orders, and promotional sales may have unique return conditions.
- These terms will be clearly communicated at the time of purchase.
9. International Returns
For international customers:
- Contact us at [email protected] to receive specific return instructions and the correct return address for your region.
10. Environmental Commitment
At STOVIO, we care about minimizing waste and giving back to the community:
- We encourage responsible returns to reduce unnecessary environmental impact.
- Gently used, returned items may be donated to charitable organizations to support those in need.
Contact Us
For questions or assistance, please reach out to us:
- Customer Support: [email protected]
- Return Department: [email protected]
Note: By placing an order with STOVIO, you agree to the terms and conditions outlined in this refund policy.