1.All items sold are considered final and are generally not eligible for exchange or refund, except under the following circumstances:
- The merchant has delivered an incorrect item that is different from the product ordered by the customer.
- The item received does not match the specifications, description, features, quantity, or other product information displayed or advertised on the website at the time of purchase.
- The item is found to be spoiled, damaged, defective, faulty, or otherwise unusable upon delivery.
- The order is delivered beyond the estimated delivery timeframe stated in the company’s Shipping Policy, subject to the applicable terms and conditions.
2.Customers who wish to submit a return or refund request are required to provide sufficient supporting evidence for verification. The required evidence may include:
- A clear and continuous unboxing video recorded before the parcel is opened. The video must clearly show the unopened parcel, shipping label, external packaging, internal packaging, and the item received.
- A clear video showing the first use or testing of the item, where applicable, particularly when the issue involves product defects or functionality.
- Clear photographs showing any damage, defects, incorrect items, or other issues related to the claim.
Relevant order information, including the order number, purchase details, and any other supporting documents or information requested by the company.
3.All return and refund requests must be submitted to stelotone@outlook.com within 24 hours of receiving the item. Customers are advised to include complete details of the issue together with all required supporting evidence when submitting the request to avoid delays in the review process.
The company reserves the right to review and verify all return and refund requests before approving any claim. Submission of a request does not automatically guarantee that a refund, return, or exchange will be approved.
4.Any request submitted after the 24-hour period, or any request that does not include sufficient supporting evidence as stated above, may be rejected and will not be eligible for further processing.
5.Items must be kept in their original condition and packaging while the return or refund request is being reviewed. Customers should not discard the product, packaging, shipping label, accessories, or any related materials until the claim has been fully resolved.