Refund policy
The buyer is fully responsible for the accuracy of the measurements provided. The buyer confirms having read the “Size chart” section on the STEPHAN/H website.
The buyer confirms having read and accepted these Terms and Conditions.
The buyer acknowledges that production of his custom order will only start once STEPHAN/H has received payment for the entire order, including cost for the delivery.
The buyer understands and accepts that this payment is non-refundable.
As indicated under Condition 1 above, the buyer is fully responsible of the measurements accuracy. Hence, any repairs or alterations issued from measurements error will be at the buyer expense. However, any repairs or alterations issued from a production error will be promptly fixed no charge by STEPHAN/H.
There is production error when the clothing received do not match the clothing ordered.
More precisely:
- Style error
- Colour error
- Sizing error
- Embroidery/badge error
IMPORTANT:
When clothing is custom built to order according to specifications provided or selected by the buyer, it is called custom clothing. Just like custom cabinets, any piece of clothing built specially for that particular client or order is custom built. Any alterations made on this custom clothing by an outside party, regardless of the situation or reason, voids the STEPHAN/H warranty.
Note that all sales are final and no refunds are possible, unless the product is defective. This does not apply to personalized products, which are not exchangeable or refundable.
*Please note that for custom measurements clothing and protective equipement sales are final.
RETURN AND EXCHANGE POLICY
It is possible to exchange a model or design within 15 days of purchase if the product has not been used. However, note that all sales are final and no refunds are possible, unless the product is defective. This does not apply to personalized products, which are not exchangeable or refundable.
To exchange a product, please write us at service@stephanh.com
How do I return?
Visit our returns center
Enter your order number and email address to start
Follow the instructions and select the items you want to return
Once your request is approved, you will get a confirmation email with shipping guidelines
What items are returnable?
Within 15 days from the date of purchase
In unused and resellable condition
In the original packaging with all the tags intact
What items are non-refundable?
The following items cannot be returned:
Custom and personnalised items
Discounted items
The item I received is damaged!
If the purchased product is faulty, reach out to us within 7 days of the delivered date.
Can the items be exchanged?
We allow the exchange of purchased items for selectable variants. Once the exchange request is approved, the buyer will receive a label to ship the item back to STEPHAN/H, then, once we receive your item, the replaced item will be shipped to you.
What are the refund options?
The following refund options are supported:
Refund to store credit (if applicable)
How do I ship back the items?
For instructions on how to ship the returned products, refer to the email received after placing the return request and after this request is approve.
How soon will I get my refund?
Once your returned item is received and inspected, you will be notified via an email. You will also be informed about the approval or rejection of your refund request. If approved, the refund request will be processed within 5 - 7 working days after approval.
My question is not addressed...
If you have any queries regarding return or refund, reach out to us at service@stephanh.com