Refund policy

RETURN & REFUND POLICY — staash.eu

We stand behind our products. If you are not satisfied, please contact us and we will do our best to find a solution.

This policy applies to all orders placed on staash.eu. You have 14 days after delivery to return your order. Part 1 sets out the statutory right of withdrawal for customers in the European Union and the United Kingdom. Part 2 sets out the equivalent 14-day return policy we grant voluntarily to all other customers.

PART 1 — Right of withdrawal, 14 days (EU and UK customers)

If your order is delivered within the European Union or the United Kingdom, you have a legal right to withdraw from your purchase within 14 days of delivery, without giving any reason and without needing our approval in advance.

How to exercise your right of withdrawal

You can notify us of your decision to withdraw in either of these ways:

  • Using the electronic withdrawal function available on your order status page / account on staash.eu, or
  • By clear written statement to contact@staash.eu (you do not need to use a specific form, but you may use the model withdrawal form below).

We will send you an acknowledgement of receipt of your withdrawal request without undue delay, by email, including a timestamp.

Sending the item back

Once you have notified us, you must send the item back without undue delay and in any case within 14 days of the day you informed us of your withdrawal. This deadline is met if you send the item back before that 14-day period expires.

Return address

The return address is not published on this page. As soon as we acknowledge your withdrawal notice — which we do without undue delay — we will email you the exact return address. You do not need our approval to withdraw: the address is sent to you so that your parcel reaches us safely and your refund is not delayed.

Cost of returning the goods

You bear the direct cost of returning the goods, unless the item is defective, damaged, or incorrect.

Condition of the goods

You are only liable for any diminished value of the goods resulting from handling beyond what is necessary to establish their nature, characteristics and functioning (the kind of handling you could reasonably do in a physical shop). We cannot refuse a withdrawal solely because the item shows signs of having been tried out — we may deduct an amount reflecting the reduction in value.

Statutory exceptions

The right of withdrawal does not apply to:

  • Custom or personalized products
  • Sealed goods which are not suitable for return for health or hygiene reasons, if unsealed by you after delivery

This right applies regardless of any sale or discount pricing on the item — discounted items are not excluded from the statutory right of withdrawal.

Refunds under the right of withdrawal

We will reimburse all payments received from you, including standard delivery costs, without undue delay and in any event within 14 days of the day we are informed of your decision to withdraw. We may withhold reimbursement until we have received the goods back, or until you have supplied evidence of having sent them back, whichever is earlier. Reimbursement is made using the same means of payment you used for the original transaction.

Model withdrawal form (optional)

To: STAASH, contact@staash.eu
I hereby give notice that I withdraw from my contract for the sale of the following goods: [description] — Ordered on: [date] — Received on: [date] — Name of consumer — Address of consumer — Date
You do not have to use this form, but you may if you wish.

PART 2 — 14-day return policy (all other customers)

If your order is delivered outside the European Union and the United Kingdom, we grant you the same period voluntarily: you have 14 days after receiving your item to request a return.

Eligibility

To be eligible for a return under this policy, your item must be unused, unworn, complete, and in its original packaging. Proof of purchase is required.

Returns process

To initiate a return, contact us at contact@staash.eu. Returns must be approved before shipping; items sent back without prior authorization cannot be accepted. Once approved, we will email you the return address and instructions.

Return shipping costs

Return shipping costs are the responsibility of the customer, unless the item is defective, damaged, or incorrect.

Non-returnable items

  • Custom or personalized products
  • Gift cards

Exchanges

We do not offer direct exchanges. The fastest way to get a different item is to return the original product (once approved) and place a new order.

Refunds under this policy

Once your return is received and inspected, we will notify you of the approval or rejection of your refund. If approved, your refund is issued to your original payment method within 14 days. Processing times may vary depending on your bank or payment provider.

Damaged, defective or incorrect items

Please inspect your order upon delivery. If your item is defective, damaged, or if you received the wrong item, contact us immediately at contact@staash.eu so we can resolve the issue promptly — return shipping costs will not be charged to you in this case, and this applies whether or not the deadlines above have passed.

Legal guarantee of conformity

Independently of this policy, our products benefit from the legal guarantee of conformity and the guarantee against hidden defects under applicable law. These statutory guarantees are not limited to 14 days.

Governing language

These terms may be translated into other languages. In case of inconsistency, the English version shall prevail for international customers. For customers residing in France, the French version applies where required by law.