Return & Refund Policy
Last Updated: 15-03-2026
This Return & Refund Policy applies to purchases made through the website operated by:
STEPANAKERT SL
CALLE Nanclares de Oca, 30, Piso 0, Puerta
28042 Madrid
Spain
Email: [email protected]
1. Right of Withdrawal (EU Customers)
In accordance with EU consumer protection legislation, customers have the right to withdraw from a purchase within 14 days without providing any reason.
The withdrawal period expires 14 days after the day the customer receives the goods.
To exercise the right of withdrawal, the customer must notify us by contacting:
The notification must include:
Full name
Order number
Product(s) to be returned
2. Return Conditions
To be eligible for a return, items must:
Be unused and in original condition
Be returned in the original packaging
Include all accessories, manuals, and components
Not be damaged by the customer
We reserve the right to refuse refunds if returned products do not meet these conditions.
3. Return Shipping
Unless the item is defective or incorrect, customers are responsible for the cost of return shipping.
Customers should use a trackable shipping service, as we are not responsible for items lost during return transit.
The return address will be provided after the return request has been approved.
4. Refund Process
Once we receive and inspect the returned product, we will notify the customer regarding the approval of the refund.
If approved:
Refunds will be issued to the original payment method
Refunds will be processed within 14 days after receiving the returned goods
Shipping fees from the original order are non-refundable, unless the return is due to an error on our part.
5. Damaged, Defective, or Incorrect Items
If a product arrives damaged, defective, or incorrect, customers must notify us within 48 hours of delivery.
Please include:
Order number
Description of the issue
Clear photos of the product and packaging
Depending on the situation, we may offer:
Replacement of the item
Full refund
Partial refund
Return shipping costs for defective or incorrect items will be covered by STEPANAKERT SL.
6. Non-Returnable Items
The following products cannot be returned unless defective:
Products that have been used or opened
Products damaged by misuse
Products that cannot be returned for health or hygiene reasons once opened
Custom or personalized items
7. Order Cancellations
Orders may be cancelled before shipment by contacting:
Once an order has been shipped, it must follow the standard return procedure.
8. Exchanges
We do not offer direct exchanges.
Customers wishing to exchange a product must:
Return the original item
Place a new order for the desired product
9. Refund Delays
If you have not received a refund within the expected time:
Check with your payment provider or bank
Contact us at [email protected]
Processing times may vary depending on the payment provider.
10. Contact
For return requests or questions regarding this policy, please contact:
STEPANAKERT SL
CALLE Nanclares de Oca, 30, Piso 0, Puerta
28042 Madrid
Spain
Email: [email protected]
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