If you receive an item that is damaged, defective, or not functioning properly upon arrival, please contact us within 14 days of delivery via email at sales@stooltopia.com.
Please include:
Your order number
Item number or product name
Clear photos and/or videos showing the issue
Once reviewed and confirmed, we will arrange an appropriate solution, which may include a replacement part, product replacement, or partial refund, depending on the situation.
If you are not fully satisfied with your purchase, you may request a return within 30 days of delivery, provided that:
The item is brand new, unused, and in original condition
All original packaging and accessories are included
Please note:
Return shipping costs are the customer’s responsibility
A partial refund will be issued after deducting the original shipping fees
Before returning any item, you must contact us in advance for approval and instructions. Returns sent without prior authorisation will not be accepted.
Custom-made products are non-returnable and non-refundable once production has started, unless there is a verified quality issue.
If a custom product is confirmed to be defective within the applicable warranty period, and the issue is not caused by misuse or user error, we will provide a free replacement part or replacement product, depending on the case.
Warranty periods vary by product type. Some custom items and higher-value products may include extended warranty coverage, which will be clearly stated on your invoice or order confirmation.
At Stooltopia, we aim to make our return process as transparent as possible. Please review our policy regarding shipping costs and procedures below.
If the product is damaged upon arrival or has a verified quality issue:
Shipping Cost: Stooltopia covers 100% of the return shipping cost.
Return Label: Our support team will generate a prepaid return label and email it to you. You simply need to print it and drop off the package.
If you wish to return a non-custom item for personal reasons:
Shipping Cost: The customer is responsible for the actual return shipping fees charged by the carrier.
Return Label: 1. You may choose your own carrier and provide us with the tracking number. 2. Alternatively, we can generate a label for you, and the actual shipping cost will be deducted from your final refund.
Important: To ensure your refund is processed, you must contact us at sales@stooltopia.com before shipping any items.
Why contact us? We have multiple global warehouses (including but not limited to the reference list below). To save you time and shipping costs, we will assign the nearest available warehouse address based on your current location.
Unauthorized Returns: Returns sent without prior authorization or to an incorrect address may be rejected or delayed.
Submit Request: Email sales@stooltopia.com with your order number and reason for return.
Fee & Address Confirmation: Our team will manually review your case, confirm who is responsible for the shipping fee, and provide the most efficient return address.
Logistics Arrangement: * If we provide the label, we will email it to you.
If you use your own carrier, please provide the tracking info.
Inspection & Refund: Once the item is received in its original condition, we will process your refund to the original payment method within 3–5 business days.
(Contact support for the final confirmed address before shipping)
50B Tamarisk Avenue,
Glen Waverley , VIC 3150
Australia
37 Courtfield Gardens
London, SW5 0PJ
United Kingdom
British Columbia
#119-7080 River Rd
Richmond, BC
Canada
Ontario
#16-5600 Finch Ave E
Scarborough, ON
Canada
Darmstädter Str. 117
64319 Pfungstadt
Hesse
Germany
6017 Gardner Dr
Alpharetta, GA 30009
United States
If you wish to cancel your order after placing it, please note the following conditions:
Cancellation requests must be submitted within 3 business days of placing the order by email to SALES@STOOLTOPIA.COM.
Once your cancellation request is confirmed, we will process a 100% refund within 1–2 business days.
If the cancellation request is made after 3 business days, and the goods have already been dispatched, any logistics costs incurred (including shipping, handling, and interception fees, if applicable) will be deducted from the order amount, and the remaining balance will be refunded.
If the shipment has entered the final-stage or last-mile delivery process and can no longer be intercepted by the carrier, the order cannot be cancelled in transit.
In this case, the customer will be required to receive the goods and arrange return shipping to the local return warehouse address provided by us, at the customer’s own cost.
Once the returned items are received and inspected in good condition, we will deduct the international shipping cost and refund the remaining balance accordingly.