Refund policy


Effective Date: March 18, 2026

Overview

At Stelvour, we are committed to ensuring your satisfaction with every purchase. We understand that sometimes an order may not meet your expectations, which is why we offer a 30-Day Refund Policy for eligible purchases. Please read this policy carefully before making a purchase, as it outlines the terms and conditions under which refunds are granted.

Please note: in most cases, customers are not required to physically return products to receive a refund. All eligible refunds are processed financially, meaning the refund amount will be returned to your original payment method. Physical products do not need to be returned to us unless otherwise specified in your individual case.


30-Day Refund Window

To be eligible for a refund, your request must be submitted within 30 calendar days of the date your order was delivered. Refund requests submitted after this 30-day window has passed will not be accepted under any circumstances, and no exceptions will be made.

The 30-day refund period begins on:

  • The date your order is marked as delivered by the carrier, or

  • The date you received your order, as confirmed by tracking information.


We strongly encourage customers to inspect their orders promptly upon receipt to ensure there is adequate time to submit a refund request within the eligible window.


Refund Eligibility Criteria

Not all purchases are automatically eligible for a refund. A refund request must meet one or more of the following criteria to be considered:

 

  • You are not satisfied with your purchase within 30 days of delivery under our 30-Day Money-Back Guarantee.

  • The item received was defective, damaged, or faulty at the time of delivery.

  • The item received was significantly different from what was described or shown on our store at the time of purchase.

  • The wrong item was delivered to you due to a fulfillment error on our part.

  • The order was lost in transit and was never delivered, as confirmed by carrier tracking information.

  • A duplicate charge or billing error occurred on your order.


We encourage all customers to review product descriptions, images, and details carefully before completing a purchase.


Non-Eligible Refund Circumstances

The following situations are not eligible for a refund:

  • Requests submitted after the 30-day refund window has passed.

  • Incorrect shipping address provided by the customer at checkout.

  • Delays caused by the shipping carrier that are outside of Stelvour's control.

  • Orders where the customer failed to collect the parcel from a pickup location, resulting in return to sender.

  • Items marked as Final Sale or Non-Refundable at the time of purchase.

  • Digital products or downloadable content, once accessed or downloaded.



How to Submit a Refund Request

To initiate a refund request, please follow the steps below. Incomplete requests may result in delays or denial of your refund.

  • Step 1: Contact Us — Send an email to stelvour.info@gmail.com within 30 days of your delivery date.

  • Step 2: Provide Your Order Details — Include your full name, order number, and the email address used at checkout.

  • Step 3: Describe the Issue — Clearly explain the reason for your refund request and how the item did not meet the expected standard.

  • Step 4: Attach Supporting Evidence — Where applicable, include photos or videos of the defective, damaged, or incorrect item.


Once we receive your request, our team will review it and respond within 3–5 business days. We may request additional information if necessary to assess your claim.



Refund Processing & Timeline

If your refund request is approved, the refund will be issued to your original payment method. Please note the following processing timelines:

  • Refunds are typically processed within 5–10 business days of approval.

  • The time it takes for the refund to appear in your account will depend on your bank or payment provider and may take an additional 3–7 business days.

  • You will receive a confirmation email once your refund has been processed.


Stelvour does not issue refunds via cash, cheque, gift card, or any method other than the original payment method used at the time of purchase.


 

Returns & Refund Processing

In most cases, customers are not required to physically return a product to receive a refund. Eligible refund requests are typically processed financially once approved.

In some situations, we may request photo or video evidence to assess a claim. If a return is required, our support team will provide instructions before any item is sent back.


 

Disputes & Chargebacks

We ask that all customers contact us directly at stelvour.info@gmail.com before initiating a chargeback or payment dispute with their bank or payment provider. We are committed to resolving all eligible refund cases fairly and promptly.

Initiating a chargeback without first contacting Stelvour may result in delays in resolving your case and could affect your ability to make future purchases with us.


 

Policy Modifications

Stelvour reserves the right to modify or update this Refund Policy at any time. Any changes will be reflected on this page with an updated effective date. It is the customer's responsibility to review this policy prior to making a purchase. Continued use of our store after changes have been made constitutes acceptance of the updated policy.


 

Contact Us

If you have any questions about this Refund Policy or need assistance with a refund request, please do not hesitate to reach out to our customer support team:

Email: stelvour.info@gmail.com

We aim to respond to all enquiries within 3–5 business days.

Thank you for shopping with Stelvour.

We value your trust and are here to help.

Â