Refund policy

In short

  • 30 days to try the board at home and change your mind.
  • No justification needed, no prior approval needed.
  • Return shipping is at your expense, unless the item is defective, damaged or incorrect.
  • Your refund is issued within 48 hours of us receiving your return.
  • The legal guarantee of conformity applies on top and is not limited to 30 days.

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

This policy applies to all orders placed on staash.eu. You have 30 days after delivery to return your order. Part 1 covers customers in the European Union and the United Kingdom. Part 2 covers all other customers.

PART 1 — European Union and United Kingdom customers

Our 30-day return guarantee

We give you 30 days from delivery to return your order, without giving any reason and without needing our approval in advance. This is a commercial guarantee we grant voluntarily, on top of your legal rights.

Your statutory right of withdrawal — 14 days

Independently of the guarantee above, European Union and United Kingdom law gives you a statutory right of withdrawal of 14 days from delivery. Our 30-day guarantee is in addition to that right: it never replaces, reduces or limits it. Where the two differ, whichever is more favourable to you applies.

How to tell us

You can notify us of your decision 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 without undue delay, by email, including a timestamp.

Sending the item back

Once you have notified us, send the item back without undue delay and in any case within 30 days of the day you informed us. The statutory deadline is 14 days; we extend it to 30. This deadline is met if you send the item back before that period expires.

Return address

The return address is not published on this page. As soon as we acknowledge your notice — which we do without undue delay — we will email you the exact return address. You do not need our approval to return an item: 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 return 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

We reimburse all payments received from you, including standard delivery costs. Your refund is issued within 48 hours of us receiving your returned item, and in any event within 14 days of the day we are informed of your decision to withdraw, as required by law. 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 — 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 30 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 notify you of the approval or rejection of your refund. If approved, your refund is issued within 48 hours of us receiving your returned item, to your original payment method. Processing times may then 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 last two years and are not limited to the 30-day period above.

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.