Return Policy
We want you to be confident in your purchase. If something isn't right, we are here to help.
30-Day Return Window
You have 30 days from the delivery date to request a return on any item in its original, unused condition.
What Can Be Returned
- Unopened, unused items in original packaging
- Items that arrived damaged or defective (see our damage policy below — return shipping is on us for these)
What Cannot Be Returned
- Items with broken tamper-evident seals on electronics or software
- Items that have been installed, powered on, or used
- Damaged items where the damage occurred after delivery
- Any item returned more than 30 days after delivery
How to Start a Return
- Email support@stokvane.com with your order number and the reason for return
- We will respond within 1 business day with return instructions and, where applicable, a prepaid return label
- Ship the item back within 7 days of receiving your return instructions
- We will inspect the item upon arrival and process your refund within 5 business days
Condition-Based Refunds
We inspect every return on arrival and verify it against our shipment records. Refunds are based on the condition and authenticity of the item we receive:
| Condition | Refund |
|---|---|
| Unopened, original packaging intact | 100% of item price |
| Opened but unused, all original packaging and accessories included | 85% of item price (15% restocking fee) |
| Opened and shows signs of use, or missing packaging / accessories | 50 – 75% of item price (25 – 50% restocking fee), based on our inspection |
| Item is damaged, non-functional, or cannot be resold | Not eligible for refund |
| Returned item does not match what was shipped (e.g., different serial number, substituted product, counterfeit, or empty packaging) | Not eligible for refund. Subject to our right to report as theft or fraud under applicable law and to the card issuer. |
If the item arrived damaged or defective, this tiered policy does not apply — we will issue a full refund including shipping. See "Damaged or Defective Items" below.
We document the condition of every return with photographs on arrival, and we verify serial numbers, IMEI, model numbers, and other unique identifiers against our shipment records. If you disagree with our assessment, contact support@stokvane.com within 7 days of the refund decision and we will review with the documentation on file.
Refunds
Once your return is inspected and approved, we refund the original payment method within 5 business days. Depending on your bank, it may take an additional 3 – 10 business days for the refund to appear on your statement.
Refunds include the full item price (subject to any applicable restocking fees described above). Original shipping costs are non-refundable, except for damaged or defective items.
Damaged or Defective Items
If your item arrived damaged or does not function as described:
- Contact us within 7 days of delivery
- Include photographs of the damage or defect
- We will cover return shipping and will either reship the item or issue a full refund including original shipping costs
Exchanges
We do not offer direct exchanges. If you require a different item, please return the original for a refund and place a new order for the replacement.
Return Shipping
Unless the item was damaged, defective, or incorrectly shipped, the customer is responsible for return shipping costs. We recommend using a trackable method — we cannot issue refunds for items we do not receive.
Questions
Email support@stokvane.com and we will walk you through the process.