Refund policy
Returns & Refund Policy
Last updated: May 2026
UK Customers
We have a 15-day return policy, which means you have 15 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it — unused, with tags, and in its original packaging. You'll also need the receipt or proof of purchase.
To start a return, contact us at hello@stimtown.co.uk. If your return is accepted, we'll send you a return shipping label along with instructions on how and where to send your package. Items sent back without first requesting a return will not be accepted.
EU Customers — Right of Withdrawal
If you are based in the European Union, you have the right to withdraw from your purchase within 14 days of receiving your item.
Contact us at hello@stimtown.co.uk within 14 days of delivery.
Once your withdrawal request is accepted, we will provide return instructions. Return shipping costs are the responsibility of the customer. We recommend using a tracked service, as we cannot be held responsible for items lost in transit.
We will process your refund within 14 calendar days of receiving your returned item, or from the date you provide proof of return shipment — whichever is earlier. Refunds are issued to your original payment method.
Exemptions: The right of withdrawal does not apply to sealed goods which are not suitable for return due to health or hygiene reasons, where the seal has been broken after delivery. This may apply to certain sensory or tactile products where hygiene is a concern.
Damages & Issues (All Customers)
Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or incorrect, so we can make it right.
Exchanges (All Customers)
The fastest way to get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Refunds (UK Customers)
We'll notify you once we've received and inspected your return and let you know if the refund is approved. If approved, you'll be automatically refunded to your original payment method within 10 business days. Please allow additional time for your bank or card provider to process the refund.
If more than 15 business days have passed since your refund was approved, please contact us at hello@stimtown.co.uk.
Sale items and gift cards are non-refundable.