Refund and Returns Policy
Our return window is 30 days from delivery for most items. This page covers eligibility, exclusions and the process end to end.
How to return something
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Email us
Drop a line to team@stoyhaven.shop during the 30-day window, quoting the order reference and the item.
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Wait for instructions
Expect an answer within one business day with the return address and any packing advice.
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Send it back
Pack it back up as supplied and post it to the address in our reply. Keep the proof of posting.
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Refund
After the item is back with us and inspected, the refund reaches your original payment method within 5 to 10 business days.
Condition we can accept
Returned items must be unused and in their original packaging, complete with any accessories. Used or opened goods cannot be accepted.
Who pays for the return
You cover return postage unless the fault was ours – faulty, damaged or incorrect items are returned at our cost, with the original delivery charge refunded as well.
Items we cannot take back
- Anything unsealed or put into use, because we cannot pass it on to somebody else.
- Requests made more than 30 days after the parcel was delivered.
- Goods missing accessories, or returned without the box they arrived in.
Faulty or wrong item
If it arrived faulty or was not the item you ordered, none of the conditions above apply. team@stoyhaven.shop reaches us and we cover the return and the delivery charge.
Refund process
Get in touch at team@stoyhaven.shop with your order number and what is coming back. We reply within one business day. After the item reaches us and is inspected, we refund the original payment method in 5 to 10 business days.