Returns & Refunds
At STAVIA, we take care to ensure that our products are packed and delivered in suitable condition. Because our products are food and beverage products, returns are subject to food-safety and hygiene considerations.
Opened, used or consumed food products generally cannot be returned. However, we will assist with genuine issues such as products that are received damaged, incorrectly delivered, received in an incorrect quantity, or received with significant packaging damage or tampering. All requests are subject to verification and applicable law.
If your product arrives damaged, please contact us within 48 hours of delivery. Please provide your order number, photographs of the outer package, photographs of the product and packaging, a description of the issue, and any additional information reasonably requested by our customer care team. This information helps us investigate the matter with our fulfilment or delivery partner.
If you receive a product different from the one ordered, please contact us within 48 hours of delivery. Following verification, we may arrange an appropriate resolution, which may include replacement or refund, subject to product availability and applicable law.
Where a refund is approved, it will generally be processed through the original payment method or another appropriate payment method. The time required for the refund to appear in your account may depend on your bank or payment service provider.
If you wish to cancel an order, please contact us as soon as possible. Cancellation requests received before dispatch may be considered depending on the status of the order. Once an order has been dispatched, cancellation may not be possible.
Products purchased as part of a promotional offer, bundle or special campaign may be subject to additional terms communicated at the time of purchase.
Returns or refunds may generally not be available for: change of mind after delivery, incorrect product selection by the customer, opened or consumed products, damage occurring after delivery, improper storage after delivery, or failure to follow product storage or handling instructions. This does not affect any consumer rights available under applicable law.
We aim to handle genuine product and fulfilment concerns fairly, efficiently and responsibly while maintaining appropriate food-safety and hygiene standards.