Returns and exchanges
We do our best to ensure all of our customers enjoy a happy shopping experience with Stoked visionĀ however occasionally you may need to return an item.
Please Note,Ā The returned goods hasĀ to be unworn and unwashed, in their original condition and packaging (if any), with the tags still attached.Ā The item(s)Ā must be in a sellable condition.Ā
You must pay for any return delivery costs, except where Stoked vision Ltd has sent you an item in error or an item is defective.Ā
Stoked vision Ltd advises that you send items back via registered post asĀ return postage is at your own cost and risk.
Before shipping any goods in return please cancel by sending an email to customercare@stokedvision.com and wait for further instructions from our customer care team.
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Read further for full return policy
1)Ā You may return the item(s) to us under the following terms.
You have 14 days to change your mind from the day after you receive your order.
You can cancel any item ordered online in accordance with the terms in this section apart from:
- personalised or bespoke items;
- magazines;
- any items that are sealed for health protection or hygiene reasons if you have unsealed them; and
- any items that have been inseparably mixed after delivery.
Your cancellation period ends 14 days after the day on which the items are delivered to you or someone you nominate to receive the items for you. If your order consists of multiple items or parts which are delivered on different days, then the cancellation period (in respect of your whole order) ends on the day 14 days after the day on which the last of the items or parts are delivered to you or a person you have nominated to receive the order.
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You can cancel by sending an email to customercare@stokedvision.com
You need to give Stoked vision Ltd a clear statement that you would like to cancel which includes your name, address, details of the order you wish to cancel and some contact information such as a telephone number or email address.
You must return your items by post to Customer Returns, Stoked vision Ltd. no later than 14 days after the day on which you informed Stoked vision Ltd that you would like to cancel your order. Any returns are at your own risk. For your protection, Stoked vision Ltd recommends that you return your items via registered post.
You must pay for any return delivery costs, except where Stoked vision Ltd has sent you an item in error or an item is defective.
The items hasĀ to be unused, unwashed and include original tags. They should be packed in their original packaging with andĀ must be in a sellable condition.
Stoked visionĀ Ltd will refund you in full Ā for any items you return, but will deduct from any reimbursement an amount equal to any diminishment in value of the items as a result of you handling them beyond what is necessary to establish the nature, characteristics and functioning of the items.
Stoked visionĀ Ltd will refund you using the same payment method originally used by you to make the payment (unless you have expressly agreed otherwise).
Stoked visionĀ Ltd will refund you no later than 14 days after the day Stoked vision Ltd receives the items you are returning back from you.
Personalised items are non-returnable (unless they are defective). Some items are non-returnable for hygiene reasons. Please note that this does not affect your statutory rights.
You have a legal obligation to take reasonable care of the items while they are in your possession. If you fail to comply with this obligation, Stoked vision Ltd may have a right of action against you for compensation. This applies to all items that are returned.
Once a refund has been issued you will receive a confirmation email detailing the amount which has been refunded and the item(s) Stoked vision Ltd has received back. If a refund or reimbursement is payable to you, Stoked visionĀ Ltd will transfer the money using the same method originally used by you to pay for your purchase. If Stoked visionĀ Ltd cannot refund via the original payment then a cheque will be raised to the address on the order.Ā
Stoked vision Ltd aims to process all returns as quickly as possible and you should receive confirmation of this within a week of having returned the item. Please note thatĀ due to the extra time it takes for items to be sent overseas it may take up to 14 days to receive confirmation of your refund. Please note that at busy times of the year such as public holidays, these times may increase.
4) Defective items
If you return items claiming they are defective, Stoked vision Ltd will examine the returned items and will notify you of your refund via e-mail within a reasonable period of time. Stoked visionĀ Ltd will process the refund due to you as soon as possible and, in any case within thirty (30) days of the day Stoked vision Ltd confirms via e-mail that you are entitled to a refund for defective items.
Before shipping any goods in return please cancel by sending an email to customercare@stokedvision.com including as much details as possible as of:
- Your Order Number
- Product Code/Product Name
- Details of the fault
- Whether you would prefer a refund or replacement
Our customer service team will get back to you via email with further instructions and information.
If you have a query about returning goods, please contact customer services
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