How do I return my Stoov?Updated 2 months ago
We hope you’re happy with your Stoov, but if you’d like to return your purchase, we’ve made the process as simple as possible for you.
Return Conditions
- You can return your Stoov within 30 days of receiving it.
- The product must be undamaged and complete, and it should not have been used more than necessary to test it and form an opinion.
- If the product is damaged or shows clear signs of use beyond what is needed for assessment, we may apply a reduction in value.
- Parcels sent to us without prior registration cannot be processed.
How to Return Your Stoov
1. Register Your Return
To register your return, email [email protected] with your order ID (e.g. AU-1234) and the name of the person who made the purchase.
- You will receive a return label free of charge.
- Please allow 2-3 days for our customer care team to respond via email. Your return request is considered active from the moment you apply, so you don't need to worry about missing the 30-day return window if you are close to the end of it.
2. Pack Your Stoov
Make sure your Stoov is clean and properly packed to prevent any damage during transport.
3. Print the Return Label
Once your return is registered, we’ll send you an email with the return label. Simply print it and attach it to your package.
4. Send Your Parcel
Take your parcel to the post office and send it out with the carrier specified on the return label.
5. Wait for Processing and Refund
Once your return has been received, it may take a few working days for us to process it. We aim to refund your purchase within 14 days of receiving your return.
- You will receive a confirmation email once the refund has been completed.
- Please be aware that there may be a delay between the arrival of your return at our warehouse and its processing. Our warehouse does not scan and check parcels immediately upon arrival, so it may take a few days before your refund is processed. We kindly ask for your patience while we complete the process.
Do you have any questions about the return process? We’re happy to help!