Return and refund policy
1. Overview & Scope
At stimuloo (VERALYA LTD) we aim for customer satisfaction. This policy sets out return, refund and withdrawal rights.
2. 90-Day Risk-Free Money Back Guarantee
We offer a 90-day full refund policy from the date you receive the goods. To request a refund under this guarantee, contact contact@stimuloo with your order number and reason. We may provide a pre-paid return label or reimbursement for return postage, subject to instructions.
3. EU Right of Withdrawal (14 days)
If you are a consumer in the EU, you have the right to withdraw from the purchase within 14 days without giving a reason. The withdrawal period expires 14 days after the day on which you (or a third party you nominated) takes physical possession of the goods.
Excluded Items / Exceptions
Certain items are excluded from the right of withdrawal, including:
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Sealed hygiene products if unsealed after delivery (e.g., certain personal items).
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Custom-made or personalised items.
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Items made to the consumer’s specification.
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Opened consumable products that cannot be resold for hygiene reasons.
4. How to Return (Steps)
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Email contact@stimuloo with order number and reason for return.
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We will issue a Return Merchandise Authorization (RMA) and provide instructions.
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Pack goods securely and ship as instructed. For returns under the 90-day guarantee, we may provide a prepaid label.
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On receipt and inspection, we will process the refund.
5. Refund Timing & Method
Refunds are processed within 14 days of receiving returned goods or proof of return shipping (whichever is earlier). Refunds will be made via the original payment method. Time for the customer to receive the refund may vary due to payment processor/bank processing times.
6. Return Costs
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If return is due to our error or within the 90-day guarantee where we agreed prepaid return, we will cover return costs.
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For change-of-mind returns outside guarantee terms, return postage is typically the buyer’s responsibility unless otherwise agreed.
7. Faulty or Damaged Goods
If you receive faulty or damaged goods, contact contact@stimuloo immediately with photos and order details. We will provide replacement, repair, or refund according to statutory rights.
8. Template withdrawal form (for EU consumers)
(Complete and return this form only if you wish to withdraw from the contract.)
— To: VERALYA LTD, Suite A, 82 James Carter Road, Mildenhall, IP28 7DE, United Kingdom, email: contact@stimuloo
— I/We [] hereby give notice that I/We [] withdraw from my/our contract of sale of the following goods: … (describe). Ordered on [date] / received on [date]. Name of consumer(s): … Address of consumer(s): … Signature (only if form is notified on paper): … Date: …
9. Customer-friendly FAQ (3–6 Q&A)
Q: How long do I have to return an item?
A: You have 90 days under our guarantee; EU consumers have a minimum 14 days statutory withdrawal right.
Q: Who pays for return postage?
A: If return is due to our error or covered under the 90-day guarantee as agreed by us, we will cover return postage. Otherwise, return postage is usually your responsibility.
Q: When will I receive my refund?
A: Refunds are issued within 14 days of receiving the return, subject to bank/processor timelines.
Q: What if the product is faulty?
A: Contact contact@stimuloo immediately with photos; we will arrange replacement, repair, or refund.
10. Contact for Returns
Email: contact@stimuloo — include order number and photos where applicable.
For legal certainty, consult a qualified solicitor in your jurisdiction.