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Returns & Refunds

Returns 

Our policy for returns lasts 30 days from the day of receiving the goods. If 30 days have gone by since receiving the goods, unfortunately we can’t offer you a refund or exchange. 

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. 

To complete your return, we require a receipt or proof of purchase. 
Please do not send your purchase back to the manufacturer. 


We strive to make our customers satisfied with the product you have purchased from us. If you experience any shipping issues or products, and you are frustrated, please send an email and our team will help you right away.


Please complete your address with all the details, otherwise we will be returned the package we send you, or we will simply ignore your request to avoid problems to everyone.

RETURN POLICY

All the following conditions: you need to return what you have purchased to the original/shipping direction and pay the shipping costs.

Note: Shipping costs are non-refundable.

Damaged or low quality items

If the product is defective or not working properly, please contact us. For the fastest resolution, please contact us via contact@stay-sterile.com including a photograph demonstrating poor quality or damaged area of the item. The most optimal images are on a flat surface, with the label and error clearly displayed. we will send you replacements or send you back, as soon as the situation is confirmed, there is no need to return the defective ones. we will use this information to help you with your order, and remove Errors in the future.


Cancellation 

1.Cancel unshipped orders

If you are canceling your order, it still does not have to be shipped out, please kindly with us via our contact@stay-sterile.com. For the fastest resolution, please include your order number. Thank you!

2. Cancel the shipped order

If you are canceling orders when your package has already been shipped out or on your way to the destination, sorry, it is that we are not able to call again at that time.

Warranty 

This warranty only covers manufacturing defects and does not cover:

Accident damage 
Inappropriate care 
Normal wear and tear 
Decomposition of colors and materials due to sun exposure 
Post-market changes 
Returns/exchanges will not be accepted for products with water exposure.

Refund

These are the circumstances in which refunds will be granted:

You can get a full refund

If the product you have purchased is completely non-functional. 
If you did not receive your product within 90 business days (South America) after the date your order was placed. 
Please note that the refund will return to your account within 3-5 business days.

 

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. 

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
 

Shipping costs

If you receive a refund, the cost of the return shipment will be deducted from your refund.

DAMAGED ITEM / LOW QUALITY 

For the fastest resolution, please include a photograph that demonstrates the poor quality or damaged area of the item. Images are more optimal on a flat surface, with the label and error clearly displayed.

We will use this information to help you with your order and eliminate errors in the future. 
Please submit a ticket at our Support Center.

Refunds (if applicable) 
You may be eligible for a full or partial refund, if the purchased item(s) arrive damaged. Please note that refunds only apply to product costs, we cannot refund shipping costs!

Late or no refunds (if applicable) 
If you have not received a refund, however, first check your bank account again. 
Then contact your credit card company, it may take some time before your return is officially fixed. 
Next contact your bank. There is often some time before a return processing is fixed. 
If you have done all this and have not yet received your refund however, please contact us at contact@stay-sterile.com

Exchanges (if applicable) 

We are not obliged to, but we will carefully consider each customer.