Please note, we do not provide support for exchanges. When placing an order, customers are prompted to confirm all details including the item’s size, design, quantity, etc. Consequently, we do not accept returns or exchanges for incorrect selection of items, sizes, designs, or addresses.
However, you do have the option to cancel your order immediately – within 06 hours of placing it – and place a new order with your preferred selection.
If you have any queries regarding placing an order, please feel free to reach out. Our aim is to ensure you are fully satisfied with your purchase.
CANCEL AN ORDER
Time frame for order cancellation after placing an order.
Orders can be cancelled only within 06 hour period following their placement.
If you reach out to us to cancel your order beyond this timeframe, it’s likely the order has already been sent for processing and shipping at our warehouse.
We charge a cancellation fee that equals 10% of the total order value, which will be applied during the cancellation process.
To initiate order cancellation, please contact us at [email protected].
RETURN & REFUND POLICY
Time frame can be returned after the order has been delivered.
Our policy remains valid for 30 days following the completion of the delivery process.
Once these 30 days have passed, the order is deemed accepted by the customer, and no refunds will be issued.
Returns and refunds are accepted in the cases below.
We accept returns and refunds under the following circumstances. If your item arrives in any of these conditions, we will endeavor to refund the full amount of your original order.
The product is damaged upon arrival.
The product arrives shattered.
The product design differs from what was ordered.
The product size is not as ordered.
The product material is different from what was ordered.
The incorrect product is received.
The product is different from its original description.
Condition of the product when returned.
Please note, returned items must NOT meet the following conditions:
The item(s) have been worn or washed.
The item(s) have been altered in any way.
The item(s) are defective from the original, unless the defect is due to our fault.
The item(s) do not have their original tags.
The item(s) have some redundant thread that can be easily cut/repaired.
The item(s) must be returned in their original condition and in their original packaging.
Proof of order to claim a refund.
The shipping label/receipt.
Proof of purchase.
Evidence of defective items.
Screenshots of emails previously sent to you.
Procedure for Requesting a Return and Refund
Customers should send a refund inquiry to our email address, info@stevenrhodes.co, along with all necessary documentation.
Customers can expect a response from our Customer Service Department regarding the eligibility of their refund inquiry within 2 to 3 business days. Please ensure your email notifications are turned on and await our response patiently.
Depending on your specific situation, additional instructions may be provided.
Please note, if you haven’t received an email from us confirming the eligibility of your return and refund request, no refunds will be issued.
Return
Once your return or refund request is confirmed as eligible via email, our customer service team will provide you with our return address.
Please DO NOT send the package back without our email confirmation. We cannot be held accountable for lost returns. If we do not receive the returned package, no refund will be issued. Therefore, after sending the return, please forward the carrier’s tracking number for the returned item(s) to [email protected] in a separate email.
Customers need to pay all the shipping fee for a return. This cost is not included in the refundable amount.
Refund Processing Timeline
Refund processing can take up to 2 business days from the time we receive your return. Once the package arrives at our facility, we will send you an email to confirm and then proceed with issuing a full refund for your order, including the shipping fee that you previously paid.
If you have not received your refund yet, please first double-check your bank account. Then, contact your credit card company, as it may take some time for your refund to be officially posted. Depending on your card issuer’s policy, you should receive your money within 10 to 15 days from the date your refund was issued.
If you have done all of the above and still have not received your refund, please contact us immediately at [email protected]. We request your patience as we respond within 2 to 3 business days.
Thank you,
Customer Service Department
(*) IMPORTANT NOTES:
Our policy remains in effect for 30 days from the completion of the delivery process. Beyond these 30 days, the order is deemed accepted by the customer, and no reimbursement will be possible.
Items can be returned or exchanged within 30 days of delivery without any additional fees, except for the shipping cost incurred when you send back the package.
We are not liable for any damages or losses incurred during the return shipping process, and no refunds will be issued in these cases.
It is imperative that customers contact our Support Team before initiating a return. We cannot be held responsible for any disqualified Refund & Return Requests or lost item(s) during the return process.
Please enter the correct email address and check it regularly when placing your order. The shipping information for the order will be sent to your email to avoid the fact that we cannot contact you, causing the delivery time to be delayed.
Customer service is our number one priority, and we will do whatever we can to take care of you. Thank you for considering stevenrhodes. If you have any questions, please don’t hesitate to contact us via [email protected].
