Refund policy

STOA HOME DESIGN — Return & Exchange Policy (U.S. & U.K.)

At STOA HOME DESIGN, we want your experience to be smooth, transparent, and satisfying. Our policy was created to ensure clarity and fairness at every step, in compliance with applicable U.S. consumer protection standards and U.K. consumer law, including the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and the Consumer Rights Act 2015.

This policy applies to customers in the United States and the United Kingdom. Where U.K. law grants you rights beyond our standard policy, those rights are set out separately below and always take priority.

⏳ Timeframe to Request a Return or Exchange

You may request a return or exchange within 14 calendar days of receiving your order. For items with manufacturing defects, the timeframe is extended to 30 calendar days.

👉 To start the process, please contact us at: hello@stoahomedesign.com

Once your request is approved, we will email you a prepaid return shipping label within 3–5 business days.

📸 Submitting Photos or Additional Information

If we ask you to provide photos or other supporting information to process your return or exchange, please send them within 7 calendar days of our request.

If we do not receive a response within this timeframe, your request will be considered inactive and closed. You are welcome to submit a new request, provided it still falls within the original return window described above. This does not affect any statutory rights you may have under applicable law, including the rights of U.K. customers described below.

🇬🇧 Your Statutory Right to Cancel (U.K. Customers)

If you are a consumer in the United Kingdom, you have a legal right to cancel your order under the Consumer Contracts Regulations 2013, separate from — and in addition to — our standard 14-day return window above.

  • You may cancel your order for any reason within 14 calendar days from the day you (or someone you nominate) receives the goods, without needing to give a reason.
  • Once you've told us you wish to cancel, you then have a further 14 calendar days to send the goods back to us.
  • If you cancel under this statutory right, we will refund the full price of the goods within 14 calendar days of receiving the returned goods (or evidence that you've sent them back, whichever is earlier). As all orders ship free of charge, there is no separate delivery cost to refund.
  • You are responsible for the cost of returning the goods, unless the item is faulty or we agree otherwise.
  • This statutory cancellation right does not apply to goods made to your specifications or clearly personalized (see "Items Not Eligible for Return" below), in line with the Regulations.
  • This right exists independently of our own return policy and cannot be reduced by it.

✅ Conditions for Return

  • The product must be in its original or equivalent packaging, safely protected.
  • The item must be unused, unwashed, uninstalled, and free of any signs of wear or damage.
  • All tags, manuals, and accessories must be included, when applicable.

⚠️ Items Not Eligible for Return

  • Customized or made-to-order products.
  • Used or installed items, unless a manufacturing defect is confirmed.
  • Items marked Final Sale or Non-returnable at the time of purchase.

Note for U.K. customers: even where an item falls into one of these categories, you retain your statutory rights under the Consumer Rights Act 2015 if the item is faulty, not as described, or not fit for purpose (see below).

🇬🇧 Faulty or Misdescribed Goods (U.K. Customers)

Under the Consumer Rights Act 2015, if an item you receive is faulty, not as described, or not fit for purpose:

  • Within the first 30 days, you are entitled to a full refund, replacement, or repair, at your choice.
  • After 30 days (and up to 6 months), you are generally entitled to a free repair or replacement first; if that isn't possible, you may be entitled to a refund.
  • This applies regardless of whether the item was marked Final Sale, customized, or otherwise excluded from our standard return policy — those exclusions apply only to change-of-mind returns, not to faulty goods.

To make a claim, please contact us at hello@stoahomedesign.com with details and, where possible, photos of the fault.

🔍 Product Inspection

Once we receive your return, our team will inspect the item within 5 business days. If approved, we will process your refund, store credit, or exchange right away. If the item does not meet the conditions above, it will be returned to you.

💸 Refunds

Refunds will be issued using the original payment method:

Credit/Debit Card: Refunds typically appear within 5–10 business days after approval, depending on your card issuer.

PayPal or Shop Pay: Refunds are processed within 3–5 business days after approval.

Store Credit: Credits are issued immediately upon approval and do not expire.

For U.K. statutory cancellations, refunds are always issued within 14 calendar days of us receiving the returned goods (or proof of return), regardless of payment method, as required by law.

🚚 Shipping Costs

All orders on our site ship free of charge, so no delivery cost is collected at checkout and there is no shipping fee to refund on the product side.

  • The first return or exchange label is provided free of charge by STOA.
  • Additional exchanges (e.g., a second exchange on the same order) may incur standard shipping charges.
  • For U.K. statutory cancellations, because no delivery cost was charged, there is no delivery fee to refund — you'll simply be refunded the full price you paid for the goods. You remain responsible for the cost of returning the goods, unless the item is faulty.

🔄 Exchange or Store Credit

Once your return is approved, you may choose between:

  • An exchange for the same or a different item (subject to availability), or
  • A store credit equal to the product's value, valid indefinitely.

U.K. customers exercising their statutory right to cancel are always entitled to a full monetary refund and cannot be limited to store credit or exchange only.

📅 Total Processing Time

From the moment you initiate your request to final resolution (refund, credit, or exchange), the process may take up to 15 business days, depending on your payment method. For U.K. statutory cancellations, refunds are issued within the 14-day legal timeframe described above.

📲 Communication & Tracking

Returns or exchanges initiated without prior contact will not be accepted. You'll receive email updates throughout every step of the process.

🤝 Our Commitment

At STOA HOME DESIGN, your satisfaction is our priority. We're here to ensure that your shopping experience is transparent, safe, and inspiring — from order to delivery and beyond.

Nothing in this policy affects your statutory rights as a consumer under applicable law in your country of residence.

Last updated: 09/07/2026