Return & Refund Policy

Return & Refund Policy

At Stovla, we strive to provide clear and transparent return and refund terms.

Return Eligibility

Customers may request a return within 15 days of receiving their order. Return requests submitted outside this period may not be accepted.

To request a return, please contact our customer support team at help@stovla.com with your order number and the reason for the return. All returns require prior authorization and a return address issued by us before being sent back. Items sent back without authorization may not be processed.

Your Statutory Right to Cancel (UK, EU/EEA and Similar Jurisdictions)

If you are a consumer in the UK, the EU/EEA, or another jurisdiction with equivalent rules, you have a statutory right to cancel your order within 14 days of receiving the goods, without giving a reason, and a further 14 days to send the goods back once you have told us.

During that period you may handle and inspect the goods as you would in a shop. You may open the packaging and check the contents. We may reduce your refund to reflect any loss in value caused by handling beyond what is necessary to establish the nature, characteristics, and functioning of the product.

Nothing in this policy limits your statutory rights. Where our terms and your statutory rights differ, whichever is more favourable to you applies.

Return Conditions

  • Items must be returned complete, including all bags, the air pump, charging cable, accessories, and any inserts or manuals.
  • Items should be returned in their original packaging where possible, and in a condition that allows them to be resold.
  • Returned items are inspected upon receipt.
  • Returns may be refused or partially refunded where items show signs of use beyond reasonable inspection, damage, alteration, or where components are missing.

Returning Products Containing a Rechargeable Battery

Products that include a rechargeable air pump contain a lithium-ion battery, which is classified as dangerous goods by most carriers. If your return includes a pump:

  • Return it in its original packaging where possible, with the battery inside the device and not loose.
  • Declare the contents accurately to the carrier and follow their requirements for shipping lithium batteries.
  • Do not ship a pump that is damaged, swollen, or overheating. Contact us instead and we will advise on safe disposal — you will not be required to send it back in order to receive a remedy.

Damaged, Defective, or Incorrect Items

Please inspect your order on delivery. If an item arrives damaged, defective, incomplete, or incorrect, contact us within 7 days of delivery at help@stovla.com with your order number and photographs of the item and packaging. We will arrange a replacement, a repair, or a refund at no cost to you.

This is in addition to, and does not replace, any statutory guarantee or warranty rights you have in your jurisdiction regarding goods that are faulty or not as described.

Order Cancellations

Once an order has been shipped or is in transit, we are no longer able to stop or recall it. If you no longer want the order, please wait until it is delivered and then follow the return process above. Where you have a statutory right to cancel, that right continues to apply regardless of whether the order has already shipped.

Return Shipping

  • Defective, Damaged, or Incorrect Items:
    If the item received is defective, damaged in transit, or incorrect due to our error, Stovla will cover the return shipping costs.
  • All Other Returns:
    For non-defective returns, including change of mind, customers are responsible for return shipping costs. International return shipping costs, and any customs duties or import charges incurred on the return, are the responsibility of the customer unless otherwise agreed in writing.

We recommend using a tracked service. We cannot issue a refund for a return we have not received.

Refunds

Once a return is received and inspected, approved refunds are issued to the original payment method within 1–3 business days. Where you have exercised a statutory right to cancel, we will refund you no later than 14 days after we receive the goods back, or after you provide evidence that you have sent them, whichever is earlier.

Please note that your bank or card issuer may take an additional 5–10 business days to display the refund on your statement. This is outside our control.

Original shipping fees are non-refundable unless the return is due to an error on our part or you are exercising a statutory right to cancel, in which case we refund the standard delivery cost. Any premium or expedited delivery cost above the standard rate is not refunded.

Exclusions

Certain items may be ineligible for return due to hygiene, safety, or regulatory reasons. Any such exclusions will be clearly indicated on the product page where applicable.

Contact Information

For questions related to returns or refunds, please contact us at help@stovla.com.