Refund Policy

Sterye Refund Policy

1. RETURNS AND REFUNDS OVERVIEW

At Sterye, we are committed to delivering high-quality products and a seamless shopping experience. Due to the nature of our products, we have specific guidelines for returns and refunds to ensure fairness and clarity for both you and our business:

  • Mystery Boxes are sold as a surprise experience, and all sales are considered final unless the item is damaged or defective upon delivery.
  • Non-mystery box products may be eligible for a return or refund under certain conditions outlined below.

2. MYSTERY BOX POLICY

Due to the nature of mystery boxes:

  • All sales are final for mystery boxes unless an item arrives damaged or defective.
  • Mystery box contents can be curated and selected at random. Dissatisfaction with the contents (e.g., theme or duplicate items) does not qualify for a refund or exchange.
  • Partial refunds or exchanges of individual items within the mystery box are not permitted.
  • In the event that a listed product is unavailable at the time of packing, we reserve the right to substitute it with an item of equal or greater value. Substitutions will be consistent with the box's theme and value. We are not responsible for minor variations in color, style, or design.

3. RETURN ELIGIBILITY FOR NON-MYSTERY BOX PRODUCTS

We accept returns for non-mystery box products under the following conditions:

  • ✅ The product must be unused, in its original packaging, and in the same condition as when it was received. Products that have been worn, washed, or altered in any way are not eligible for return.
  • ✅ You must initiate the return within 14 days of delivery.
  • ✅ Proof of purchase (order number or receipt) is required.

4. NON-RETURNABLE AND NON-REFUNDABLE ITEMS

We do not accept returns or issue refunds for the following:

  • ❌ Mystery boxes (unless damaged or defective upon delivery).
  • ❌ Sale items, clearance items, or promotional products.
  • ❌ Gift cards.
  • ❌ Personalized or custom-made products.
  • ❌ Perishable goods (e.g., candy or snacks).

5. DAMAGE OR DEFECT POLICY

If an item arrives damaged or defective, you must notify us within 7 days of delivery by contacting us at Mystery@Sterye.com with:

  • A clear photo of the damaged or defective item.
  • A description of the issue.
  • Your order number.

✅ If the damage claim is approved:

  • We will offer either a replacement item (if available) or a store credit for the value of the damaged item.
  • If the item is no longer available, we will issue store credit equal to the value of the item.
  • We may request that you return the damaged product or provide additional documentation to support your claim.

6. HOW TO INITIATE A RETURN

To start a return, email us at Mystery@Sterye.com with:

  • Your order number
  • A brief reason for the return
  • A photo of the item (if applicable)

7. REFUND PROCESSING

Refunds will be processed within 5–7 business days after approval. Processing times may vary based on your bank or payment provider.

8. CHARGEBACKS AND PAYMENT DISPUTES

We encourage you to contact us directly to resolve any issues before initiating a chargeback.

9. CANCELLATIONS

You may cancel an order within 24 hours of placing it if the order has not yet been processed or shipped.

10. INTERNATIONAL ORDERS

International orders are final sale and not eligible for returns or refunds unless an item arrives damaged or defective.

11. EXCEPTIONS AND SPECIAL CIRCUMSTANCES

We may, at our discretion, offer a refund, exchange, or store credit for circumstances not outlined in this policy.

12. CONTACT INFORMATION

For questions or to initiate a return, please contact us at:

Thank you for choosing Sterye. We appreciate your trust and support. If you have any questions or need assistance, please reach out, we’re always happy to help!