Refund policy

Refund and Exchange Policy

All sales are final, and we do not offer refunds or exchanges, except under the specific conditions detailed below.

Exceptions for Refunds and Exchanges

A refund or exchange will be processed only in the following situations:

  • Item Unavailable: If, for any unforeseen reason, a purchased item is no longer available in our stock after purchase confirmation, you will be fully refunded for the unavailable item.
  • Confirmed Loss in Transit: Should the carrier confirm the loss of the order before delivery to the recipient, you are entitled to a full refund. Alternatively, at your discretion, we can arrange for a new shipment of the same merchandise at no additional product or shipping cost.
  • Damaged Upon Arrival: If your order arrives damaged at its destination, we will offer to send a replacement of the same product at no additional cost. We may request photo evidence of the damage to process this.

Cases Without Refund or Free Reshipment

We will not issue refunds or bear additional shipping costs under the following circumstances:

  • Recipient's Failure to Receive: If delivery is attempted and not completed due to the recipient's failure to receive the order (e.g., incorrect or incomplete address provided, absence at the delivery location, unjustified refusal of receipt, or failure to collect from pick-up points within the carrier's stipulated timeframe).
  • Recipient Negligence: Includes any issue or delay in delivery directly caused by the recipient's negligence or incorrect action.

Order Reshipment

If your order is returned to us due to reasons attributable to the recipient's failure (such as an incorrect address, non-receipt, or unjustified refusal), or if you choose to return the order and wish for a new shipment:

  • A new shipping fee will be charged for the merchandise to be resent to its destination. We will contact you to arrange payment for this new fee before reshipment.

Contact

For any questions or to report one of the exceptional situations above, please reach out at: hello@stoker.ar.