Returns Policy and Procedure

To return a product, please first read though the following Returns Policy, then follow our online Returns procedure.
In addition to this policy you should also refer to our general Terms and Conditions of Sale.

Returns Policy

We know that you will be pleased with your purchases from Stohn. However, there may be occasions when you will need to return items to us.

Items Damaged in Transit

If any items were damaged in transit, we ask that you report it to us within 7 working days (please note that this is 48 hours for our business customers). If the items are visibly damaged on receipt, it's best to sign the carrier's delivery note accordingly. The Items should be returned in their original packaging complete with all accessories and documentation. Once received back into our warehouse, we'll issue a replacement or full refund to you via your original payment method and reimburse return carriage costs as identified during the Returns Procedure.

Items Faulty on Arrival

If your items are faulty on arrival, you have 28 calendar days in which to inform us of the fault (please note that for our business customers, this is 14 calendar days). Items should be returned in their original packaging complete with all accessories and documentation. Once we have verified the fault, we'll issue a replacement or full refund to you via your original payment method and reimburse your reasonable return carriage costs. We test returned items, and if a returned item is found not to be faulty by our technicians we will return the item to you, in this instance you will be liable for the return carriage.

Items Faulty in Warranty Period

If any of your purchases develop a fault, and it's more than 28 calendar days since receipt, then provided your item is within its warranty period, you are entitled to a warranty repair. In some cases, manufacturers provide a specialist full on-site service and/or telephone help facilities for your convenience which we recommend you use in order to correct the fault quickly. For business customers all warranty repairs after 28 days of receipt are referred directly to the manufacturer (unless otherwise stated)

Open-Box Items (Used)

Please note that our open-box (used) stock is sold with 90 calendar days warranty only, and therefore any claims under the warranty after 90 days of receipt will not be accepted.

If you change your mind

If you have simply changed your mind about any item ordered and you wish to return it, then in line with the Distance Selling Regulations (DSR) you can do so provided you inform us of your decision within 10 days of receipt. The item must not be used and must be 'as new' when returned to us. Once you've informed us that you wish to return goods under the DSR, you have 28 calendar days to do so, at your own expense. Once the item is received at Stohn, we'll issue a full refund for the product to your original payment method. Please note this policy has some limitations and does not apply to business customers.(The Distance Selling Regulations do not apply to Reseller or Business customers)

Returns Procedure

PLEASE NOTE - Items not displaying a valid Returns Merchandise Authorisation (RMA) number will be rejected and returned to the sender. You must request and receive an RMA before returning Items.

You can quickly and easily request an RMA for Items requiring return using our online returns system which is accessed via your Account and the order in which the RMA is to be in reference.

This facility not only provides a quick and easy way of gaining RMA and producing the necessary documentation for returning your Items but will also provide real time information regarding any Items you have returned.

Returns Frequently Asked Questions (FAQ)

What is the best way for me to return my items to you?
A. We always advise our customers the preferred form of delivery for returns which requires a signature on delivery. The majority of items are returned to us using Royal Mail Special or Recorded Delivery.

I sent my item back to you but I didn't put the Returns number on the outside of the package as you requested, will this cause a problem processing my return?
A. Unless a Returns Merchandise Authorisation number ("RMA") is visible on the outside of the package then Stohn will not accept the delivery and it will be returned to the sender. To return goods you must first obtain a RMA number by selecting ‘Returns’ from the ‘Account’ menu and following the instructions.

Am I able to use returns online to report other problems or issues that I am currently having?
A. The Returns section is designed for RMA requests only. Any other queries should be sent by email to queries@stohn.co.uk 

I have received an incorrect item, what should I do?
A. You should raise an RMA using the Returns online system and return the item as suggested, we will reimburse you for the cost of the returning the item(s) back to us on the understanding that the item(s) has been supplied incorrectly and returned via the suggested method.