Refund policy
Refund & Return Policy
We offer a return policy in accordance with applicable consumer protection laws.
If your order is delivered within the European Union, you have the right to withdraw from your purchase within 14 days of receiving your item, without providing a reason (see section below).
In addition, we offer an extended return period of up to 90 days from delivery (including the 14-day withdrawal period), subject to the conditions described below.
To be eligible for a return, your item must be in the same condition that you received it: unused, undamaged, and in its original packaging. You must also provide proof of purchase (such as your order confirmation).
To initiate a return, please contact us at strumeon@use.startmail.com. Returns must be requested and approved before being sent. Items returned without prior authorization will not be accepted.
Once your return request is approved, we will provide instructions on how to proceed. We do not operate a public return address; all return logistics are handled via email to ensure correct processing.
Damages and Issues
Please inspect your order upon delivery. If your item is defective, damaged, or if you received the wrong item, contact us immediately at strumeon@use.startmail.com so we can evaluate the issue and resolve it promptly.
Returns – Additional Conditions
For returns requested after the 14-day withdrawal period and within the remaining period up to 90 days from delivery, items must be unused, unopened, and in their original sealed packaging.
Returns of items that have been opened, used, or altered will not be accepted during this extended period, unless the item is defective or incorrect.
We reserve the right to refuse returns that do not meet the eligibility criteria.
Return shipping costs are the responsibility of the customer unless the item is defective, damaged, or incorrect.
We recommend using a trackable shipping service, as we are not responsible for items lost or damaged during return shipping.
Non-returnable Items
Certain items cannot be returned, including:
- Custom or personalized products
- Gift cards
- Items that have been used, altered, or damaged after delivery
If you are unsure whether your item qualifies for return, please contact us before requesting a return.
Exchanges
We do not offer direct exchanges. If you wish to replace an item, the fastest way is to return the original item (once approved) and place a new order.
European Union – Right of Withdrawal
If your order is delivered within the European Union, you have the right to withdraw from your purchase within 14 days of receiving the item, without providing a reason.
To exercise this right, you must notify us at strumeon@use.startmail.com within the 14-day period.
You may open the product to inspect it, as you would in a physical store. However, if the item has been used beyond what is necessary to establish its nature, characteristics, and functioning, we reserve the right to reduce the refund to reflect any loss in value.
The item must be returned in its original condition and packaging, along with proof of purchase.
Return shipping costs are the responsibility of the customer unless the item is faulty.
Refunds
Once we receive and inspect your return, we will notify you whether your refund has been approved.
If approved, your refund will be issued to your original payment method within 10 business days. Please note that it may take additional time for your bank or payment provider to process the refund.
If more than 15 business days have passed since your refund was approved, please contact us at strumeon@use.startmail.com.
Contact
For any questions regarding returns or refunds, you can contact us at:
strumeon@use.startmail.com