Refund and Returns Policy

Effective Date: July 5, 2025
Website: https://stixmavel.com
Email: info@stixmavel.com
Phone: +44 1273 982 614
Business Address: 15 Wellington Crescent, Brighton BN2 7BG, United Kingdom

At Stixmavel, we take great pride in the quality of our organic beauty products and the satisfaction of our customers. While we strive to ensure that every product you purchase meets your expectations, we understand that there may be occasions when you need to return an item or request a refund.

This Refund and Returns Policy outlines your rights and responsibilities when seeking a return or refund, and provides clear guidelines on how we process such requests.

1. Eligibility for Returns

We accept returns for most unused, unopened, and undamaged items within 30 days of the original delivery date. To be eligible for a return:

  • The item must be in its original packaging, sealed, and unused.

  • You must provide a valid proof of purchase (order number, receipt, or confirmation email).

  • The return must be requested within 30 calendar days from the delivery date.

Due to hygiene and safety concerns, used, opened, or tampered cosmetics are not eligible for return unless they are defective or damaged upon arrival.

2. Non-Returnable Items

For health, hygiene, and safety reasons, the following items are non-returnable:

  • Any product that has been opened, used, or partially consumed

  • Final sale items and clearance products

  • Gift cards and digital vouchers

  • Items purchased as part of a bundle, unless the entire bundle is returned

  • Personalized or custom items

  • Free promotional items

If you return a product that is deemed ineligible, we will notify you and return it to the original shipping address at your expense.

3. Requesting a Return or Refund

To begin a return or refund request, please contact our support team at:

📧 Email: info@stixmavel.com
📞 Phone: +44 1273 982 614
📆 Business Hours: Monday – Friday, 9:00 AM – 6:00 PM (GMT)

Please include the following information:

  • Your full name

  • Order number

  • Item(s) you wish to return

  • Reason for the return

  • Photos if the item is damaged or defective

Our team will review your request within 2–3 business days and provide instructions for returning your item(s), including return address and shipping recommendations.

4. Return Shipping Costs

Unless the return is due to a damaged, defective, or incorrect item, customers are responsible for paying the return shipping costs. We recommend using a trackable shipping service or purchasing shipping insurance, as we cannot guarantee that we will receive your returned item.

We do not refund original shipping fees unless the return is due to an error on our part.

5. Damaged or Defective Items

If you receive an item that is:

  • Visibly damaged upon delivery

  • Defective or malfunctioning upon first use

  • Incorrect (e.g., wrong product or variant shipped)

Please contact us within 48 hours of receiving the package. Provide clear photos of:

  • The damaged or defective item

  • The packaging it arrived in

  • The shipping label

We will investigate the issue and, if approved, offer one of the following resolutions:

  • A replacement item at no additional cost

  • A full refund, including shipping fees

  • A store credit equal to the original purchase amount

6. Refund Processing

Once your returned item is received and inspected, we will notify you by email that your return has been accepted or rejected. If approved, your refund will be:

  • Processed within 5–10 business days

  • Issued to your original method of payment

  • Reflected in USD, as per your original purchase

Please note:

  • Refund times may vary depending on your bank or credit card provider.

  • We are not responsible for currency conversion rates or international transaction fees.

If your refund is late or missing, please check with your payment provider before contacting us.

7. Exchange Policy

We currently do not offer direct exchanges. If you wish to replace a product (e.g., different shade or type), we recommend returning the original item (if eligible) and placing a new order.

8. Order Cancellations

You may cancel your order within 12 hours of purchase, provided it has not yet been processed or shipped.

To cancel, contact us as soon as possible at info@stixmavel.com with your order number. If the order has already been fulfilled, it will be treated as a return (if eligible) once received.

9. Refused or Undeliverable Packages

If an order is returned to us due to:

  • Incorrect or incomplete shipping address

  • Refusal to accept delivery

  • Failure to pay customs/import duties

…you will be responsible for return shipping costs. We will issue a refund for the product(s) only, minus any applicable restocking or return fees. Original shipping costs are non-refundable.

10. Refunds for Discounted or Promotional Items

Items purchased during sales, discounts, or promotional events are only refundable at the price paid at checkout, not the original listed price.

If a discount code was used, your refund will reflect the discounted amount you paid, not the product’s regular price.

11. International Returns and Customs

For international orders:

  • Customs, duties, and taxes paid upon import are non-refundable through Stixmavel.

  • Any refund request must follow your local authority’s guidelines for reclaiming import fees.

  • If you return an item from outside the UK, please label it as “RETURNED MERCHANDISE” to avoid customs charges.

Failure to do so may result in refusal of the return or additional fees deducted from your refund.

12. Store Credit Option

In certain cases, you may request a store credit instead of a refund. Store credit:

Store credit is non-transferable and cannot be converted to cash.

13. Policy Abuse and Limitations

To protect our small business from fraud and abuse, we reserve the right to:

  • Deny refunds or returns suspected of being fraudulent or excessive

  • Refuse service to individuals who misuse our refund policy

  • Limit the number of returns per customer account

We maintain records of all returns and reserve the right to reject future returns at our discretion.

14. Changes to This Policy

Stixmavel reserves the right to modify or update this Refund and Returns Policy at any time. All changes will be posted on this page with a new effective date. Continued use of our website after changes are made implies your agreement to the revised terms.

15. Contact Us

If you have any questions about our Refund and Returns Policy or wish to initiate a return or refund, please reach out to us:

Email: info@stixmavel.com
Phone: +44 1273 982 614
Business Hours: Monday – Friday, 9:00 AM – 6:00 PM (GMT)
Website: https://stixmavel.com