Refund policy

Return & Refund Policy

At STAYPROTECH, we want you to shop with confidence. We aim to make our returns and refunds process simple, fair and straightforward. Most of our products are covered by our 30-day return policy, although different conditions may apply to certain products, particularly sealed health and hygiene products. Nothing in this policy affects your statutory rights under UK consumer law.

Return Window

For most products, we offer an extended return period of 30 days from the date you receive your order. Under UK distance-selling rules, customers also generally have the legal right to notify us that they wish to cancel an online purchase within 14 days of receiving the goods. After notifying us, you normally have a further 14 days to return the goods. Certain legal exceptions apply. Where our voluntary 30-day return policy provides you with additional time, the conditions of that policy apply without reducing your statutory rights.

Change-of-Mind Returns

For returns under our voluntary return policy, we ask that products are returned in their original condition, with their original packaging and accessories where reasonably possible. Under your statutory cancellation rights, you may inspect and handle a product as you would reasonably be able to do in a shop. If the product has been handled beyond what is necessary to establish its nature, characteristics and functioning, and its value has been reduced as a result, an appropriate deduction may be made from the refund where permitted by law.

Please do not send products directly to the manufacturer. All returns must be arranged through STAYPROTECH.

Health & Hygiene Products

Some STAYPROTECH products are supplied sealed for health protection or hygiene reasons. Where applicable, sealed health or hygiene products may not be eligible for a change-of-mind return once the seal has been broken after delivery. This may apply to certain personal-use health products and accessories where returning an opened product would be unsuitable for health or hygiene reasons. This restriction does not affect your statutory rights if an item is faulty, damaged, incorrect or not as described.

Please contact us before returning any health or hygiene product so we can advise you on the appropriate return process.

Faulty, Damaged, Incorrect or Not-as-Described Items

If your product arrives faulty, damaged, incorrect or not as described, please contact us as soon as possible. UK consumer law provides separate rights for faulty or misdescribed goods. Depending on the circumstances, you may be entitled to a refund, repair or replacement. These rights are separate from the change-of-mind cancellation period.

Please provide your order details and, where appropriate, photographs or other information that will help us resolve the issue quickly.

STAYPROTECH-Branded Products

We want returns involving our own STAYPROTECH products to be as straightforward as possible. Where a return is eligible under our policy, once the product has been returned and checked, we can offer the appropriate refund or replacement, depending on the circumstances and your preference where available. This service is provided in addition to your statutory consumer rights.

How to Start a Return

To request a return, contact us at admin.info@stayprotech.com and include your order number and reason for the return. Once your return has been accepted, we will provide the appropriate return instructions. For many UK returns, we may provide a prepaid return label or QR code, so a printer may not be required. In some circumstances, you may need to arrange postage yourself. We will explain the applicable return method before you send the product. Please do not return an item without first contacting us.

Return Postage Costs

Where we provide a prepaid return label or QR code, there will be no return postage charge to you unless we clearly tell you otherwise before the return is arranged.

For change-of-mind returns where return postage is the customer's responsibility, we will inform you where applicable. If a product is faulty, damaged, incorrect or not as described, please contact us before paying to return it so we can arrange the appropriate return method.

Refunds

Once we receive your return, we will inspect it and notify you regarding your refund. We aim to process approved refunds within 2–3 working days after receiving and checking the returned product. Where statutory cancellation rights apply, refunds will be made within the timeframe required by UK consumer law. For online cancellation returns, this is generally within 14 days of receiving the goods back or receiving evidence that they have been returned, as applicable. Refunds will normally be made to the original payment method.

Please note that after we issue a refund, your bank, card provider or payment service may require additional time to credit the funds to your account.

Original Delivery Charges

Where you cancel an eligible online order under your statutory cancellation rights, the cost of standard delivery will also be refunded where required by law. If you select a more expensive delivery method, such as express or premium delivery, we are generally only required to refund an amount equivalent to our standard delivery charge.

Exchanges

If you receive a product that is faulty, damaged, incorrect or not as described, please contact us and we will arrange the appropriate refund, replacement, repair or other remedy in accordance with your statutory rights. For other eligible products, exchanges may also be offered at our discretion.

Contact admin.info@stayprotech.com and we will be happy to assist you.

Sale & Promotional Items

Products purchased during a sale, promotion or with a discount retain the same statutory consumer rights as products purchased at full price. Any additional voluntary return conditions relating to a particular promotion will be clearly stated at the time of purchase and will not affect your statutory rights.

International Returns

We accept eligible returns from international customers.

Please contact admin.info@stayprotech.com before sending your item back so that we can provide the correct return instructions and return address.

For international change-of-mind returns, customers may be responsible for return postage costs where permitted by applicable law. If your product is faulty, damaged, incorrect or not as described, please contact us before arranging or paying for return postage. Mandatory consumer rights applicable in the customer's country are not affected by this policy.

Late or Missing Refunds

If we have confirmed that your refund has been processed but you have not yet received it, please: 1. Check your bank or payment account again. 2. Contact your card provider or payment provider, as refunds may take time to appear. 3. Contact your bank, as processing times can vary. 4. f you still cannot locate your refund, contact us at admin.info@stayprotech.com and we will be happy to investigate.

Contact Us

If you have any questions about a return, refund or exchange, please contact:

STAYPROTECH LTD
Email: admin.info@stayprotech.com
Website: www.stayprotech.com

Please contact us before returning any product so that we can provide the correct return instructions.

Your statutory rights are not affected by this Return & Refund Policy. 

Thank you!