Exchanges & Returns

Are you not satisfied with your order? We are very sorry to hear that. We would like to know how we can make you more satisfied.

You can return your order within 14 days of receipt. The package must have arrived at our facility within this period. Please ensure that the items are in their original condition and unused. Further information can be found in our General Terms and Conditions.

As soon as we have received the product, we will ensure that the purchase amount is credited to your account within 5 working days of receipt of the return. The return must comply with our return policy.

HOW CAN I RETURN (PARTS OF) MY ORDER?

To be eligible for a refund or exchange, the returned product must be in its original condition and original packaging with labels and tags attached. The product must not show any signs of use or damage.

We reserve the right to refuse returned items or charge for depreciation if there is a suspicion that the items have already been used or that the items/packaging have been damaged through no fault of our own.

A return must be sent with a tracking number (Track & Trace). The sender is always responsible for the shipment.

Unfortunately, we cannot refund the costs of the return shipment.

IMPORTANT:

Certain products are excluded from the right of withdrawal.

In the case of hygiene products, the seal of the packaging must not be opened. Products with an opened seal cannot be taken back, as we can no longer resell them.

Products that fall under one or more of the following points unfortunately cannot be returned:

• a) Sealed products where the seal is broken;
• b) Products that have been made according to customer specifications (custom-made items);
• c) Products that are clearly of a personal nature;
• d) Products that cannot be returned due to their nature.

Stendos is not liable for any depreciation of goods resulting from use or handling that goes beyond what is necessary to determine the nature, characteristics, and functioning of the goods. In such cases, Stendos may refuse the refund of the purchase price or only refund it partially, depending on the depreciation of the product.

Without a completed return form, we cannot process your return.

DEFECTIVE:

If your product is defective or does not function properly, please send us a photo or a short video clearly showing the damage or defect via email to info.stendos@gmail.com. We will send you a replacement item free of charge. You do not need to return the damaged item.

RESPONSIBILITY FOR RETURNS:

If the return is caused by the customer, they shall bear the shipping costs. The exact costs depend on the shipping service provider you choose.

If the goods are damaged or faulty for reasons on our part, the customer does not have to bear the shipping costs.

HOW DO I RETURN? WHICH STEPS DO I NEED TO FOLLOW?

1. Step 1: Register your return by email at info.stendos@gmail.com to report your order or a part of it for return. After approval of your return, you will receive our return policy and the return form via email.
   
   
2. Step 2: Wait for feedback from our customer service. You will also receive the return form and the return address.
   
   
3. Step 3: Fill out the return form.
   
   
4. Step 4: Pack the products to be returned securely, ideally in the original packaging. If the original packaging is no longer available, a depreciation fee may be charged.
   
   
5. Step 5: Send your return to the address indicated on the form. Ensure that your package has a tracking number (Track & Trace). As the sender, you are responsible for the shipment.
   
   
6. Step 6: Send the Track & Trace number of your return to our customer service.
   
   
7. Step 7: After the return has arrived and been inspected, we will refund the purchase amount to you using the original payment method.