Refund policy

Return & Refund Policy
You have 30 days from the date you receive your order to request a return.
To be eligible for a return, the product must be in the same condition as received: unused, undamaged, and in its original packaging. Proof of purchase is also required.

How to Request a Return
To initiate a return, contact us at strelvo@use.startmail.com. Returns sent without prior authorization will not be accepted.
Once your request is approved, we will provide the return instructions and the appropriate return address. In certain cases, we may offer alternative solutions, such as replacements or partial refunds, without requiring the product to be returned.

Return Costs
Unless the return is due to a defective product or an error on our part, return shipping costs are the responsibility of the customer.
We recommend using a trackable shipping service, as we are not responsible for returns lost in transit.

Defective Products or Issues
Please inspect your order upon receipt. If the product is defective, damaged, or incorrect, contact us as soon as possible so we can assess the issue and provide a solution.

Exceptions / Non-Returnable Items
Returns are not accepted in the following cases: personalized or custom-made products; products that have been unsealed after delivery for hygiene or health protection reasons; gift cards; and any other items excluded by applicable law.
Sale or discounted items may only be returned where permitted by applicable law.

Exchanges
The fastest way to exchange an item is to request a return for the original product and, once approved, place a new order.

Right of Withdrawal (European Union)
In accordance with EU regulations, if you reside in the European Union, you have the right to withdraw from your purchase within 14 calendar days from receiving your order, without providing any reason.
To exercise this right, you must notify us within this period. The product must be returned in the same condition as received: unused and in its original packaging.
In the case of withdrawal, the product price and the initial standard shipping cost will be refunded, unless you selected a more expensive shipping method. Return shipping costs remain the responsibility of the customer unless otherwise stated.

International Orders
For international orders, customs duties, taxes, and import fees are non-refundable. If a package is refused, any resulting costs may be deducted from the refund amount.

Refunds
Once your return is received and inspected, we will notify you whether the refund has been approved.
If approved, the refund will be automatically issued to your original payment method within a maximum of 10 business days. Processing times may vary depending on your bank or payment provider.
If more than 15 business days have passed since your refund was approved and you have not received it, please contact us at strelvo@use.startmail.com.