Refund Policy – Stanley

At Stanley, we want to ensure your complete satisfaction with your purchase. This refund policy outlines the terms and conditions for requesting a refund for products bought through our website. Please review this policy carefully before initiating a return or refund request.

1. Eligibility for Refunds

To be eligible for a refund, the following conditions must be met:

  • The product must be returned within 60 days from the date of delivery.
  • The product must be in its original, unused, and unopened condition, with all original packaging, tags, and accessories intact.
  • Proof of purchase (such as the order confirmation email or receipt) must be provided.
  • Customized or personalized products are not eligible for a refund unless they are defective or damaged upon receipt.

2. How to Initiate a Refund

To start the refund process, please follow these steps:

  1. Contact our customer service team at [email protected] with your order number, details of the product(s) you wish to return, and the reason for the refund request.
  2. Our customer service team will review your request and, if approved, provide you with a return authorization number and detailed instructions on how to return the product.
  3. Package the product securely, including all original items and the return authorization number, and ship it back to the address provided by our customer service team. You are responsible for covering the shipping costs of returning the product, unless the return is due to a defect, damage, or an error on our part.

3. Refund Processing Time

Once we receive and inspect the returned product (and confirm it meets the eligibility criteria), we will process your refund within 5-10 business days. The refund will be issued to the original payment method used for the purchase.

Please note that the time it takes for the refund to appear in your account may vary depending on your bank or payment processor. Typically, it can take a few additional business days for the funds to be credited back to your account after we have processed the refund.

4. Refund Methods

Refunds will be issued using the same payment method that was used for the original purchase. For example:

  • If you paid with a credit card, the refund will be credited back to that credit card.
  • If you used a PayPal account, the refund will be sent to your PayPal account.

We do not offer refunds in the form of store credit unless specifically agreed upon in writing by our customer service team.

5. Exceptions

  • Defective or Damaged Products: If you receive a product that is defective, damaged, or not as described, please contact us immediately at [email protected]. We will arrange for a replacement or a full refund, including the cost of return shipping.
  • Incorrect Products: If we shipped you the wrong product, please notify our customer service team right away. We will send the correct product and cover the cost of returning the incorrect item, and process a refund if necessary.
  • Late or Lost Shipments: If your order is lost or significantly delayed beyond the estimated delivery time (6-12 business days from shipping), please contact us. We will investigate the issue and offer a refund or reshipment based on the circumstances.

6. Non-Refundable Items

The following items are not eligible for a refund:

  • Products returned after the 60-day period.
  • Products that have been used, damaged, or altered by the customer.
  • Gift cards.
  • Downloadable digital products (if applicable).

7. Contact Us

If you have any questions or concerns about our refund policy, or if you need assistance with a refund request, please contact our customer service team at [email protected]. We are here to help and will respond to your inquiry as quickly as possible.