Effective Date: September 22, 2026
At stienstrajoure, we want you to have a straightforward and convenient return experience. This Return Policy explains the conditions for returning products, the return process, and the applicable return timeframe.
1. Return Window
We offer a 30-day return window.
You must contact us within 30 days of receiving your order if you wish to request a return.
Return requests submitted after the 30-day period may not be accepted, except where a longer period or additional rights are required under applicable law.
2. Free Returns
We offer free returns for eligible purchases.
If your return request is approved, we will provide the necessary return instructions and, where applicable, return shipping arrangements.
Please do not send a product to an address that has not been confirmed by our customer support team.
3. Return Eligibility
To be eligible for a return, the product should generally:
- Be returned within the 30-day return window
- Be in reasonable original condition
- Be unused or only used as reasonably necessary for inspection
- Include original packaging where reasonably possible
- Include accessories, components, manuals, and other items supplied with the product where applicable
- Not have been unnecessarily damaged, modified, or altered
We may inspect returned products after they are received.
Nothing in this policy affects any mandatory consumer rights available under applicable law.
4. Damaged, Defective, or Incorrect Products
If your order arrives damaged, defective, incomplete, or contains the wrong product, please contact us as soon as reasonably possible.
To help us resolve the issue, we may request:
- Order number
- Description of the problem
- Photographs or videos of the product
- Photographs of the packaging, where relevant
Depending on the circumstances, we may offer a replacement, refund, repair, or another appropriate solution.
5. Return Request Process
To request a return, contact our customer support team using the contact details provided in the Business Information section below.
Please provide:
- Full name
- Order number
- Email address used for the purchase
- Product you wish to return
- Reason for the return
- Photographs or other supporting information where applicable
Our team will review your request and provide the appropriate return instructions.
6. Return Shipping
Eligible returns are free of charge.
Where applicable, we will provide return shipping instructions or a return shipping label after your return request has been approved.
Please follow the return instructions provided by our customer support team to avoid delays.
7. Return Packaging
Where reasonably possible, products should be securely packaged to help prevent damage during return transportation.
Customers should include the relevant product components and accessories with the returned item.
If the original packaging is no longer available, please contact us before returning the product so that we can provide appropriate instructions.
8. Return Inspection
Once we receive a returned product, we may inspect its condition to determine whether it meets the applicable return requirements.
If the returned product does not meet the applicable requirements, we may contact you regarding the outcome.
Any mandatory rights or remedies provided by applicable consumer law remain unaffected.
9. Refunds After a Return
Where a returned product is eligible for a refund, the refund will generally be issued to the original payment method used for the purchase.
Our standard refund processing time is 4–6 business days after the refund has been approved.
The time required for the funds to appear in your account may also depend on Stripe, your bank, card issuer, or other payment provider.
For additional information about refunds, please refer to our Refund Policy.
10. Exchanges
If you would like to exchange a product, please contact our customer support team.
Depending on product availability and the circumstances of your request, we may provide instructions for returning the original product and arranging a replacement.
11. Order Cancellation
If you wish to cancel an order before it has been fulfilled or dispatched, please contact us as soon as possible.
We will make reasonable efforts to accommodate cancellation requests received before dispatch.
If an order has already been dispatched, the request may need to be handled through the applicable return process.
12. Products Damaged After Delivery
We are not responsible for damage caused after delivery by improper installation, misuse, unauthorized modification, negligence, accidents, or failure to follow applicable product instructions.
If a product arrives damaged or defective, please contact us before attempting repairs or modifications.
13. Statutory Consumer Rights
This Return Policy does not limit or exclude any mandatory consumer rights available under applicable law.
Where applicable law provides additional return rights, remedies, or protections, those rights will continue to apply.
14. Changes to This Return Policy
We may update this Return Policy from time to time to reflect changes in our business practices, services, or applicable legal requirements.
Any updated version will be published on our website with a revised effective date.
We encourage customers to review this policy periodically.
15. Contact Us
If you have questions about returning a product, return eligibility, damaged items, defective items, or the return process, please contact our customer support team using the information below.
16. Business Information
Business Name: stienstrajoure
Legal Business Name: Tegels en Sanitair Stienstra B.V.
VAT Number: NL862791782B01
Contact Number: +31 513 414 606
Business Address: Marconiweg 1, 8501 XM Joure, Netherlands
Support Email: Info@stienstrajoure.store
Live Chat Support: 24/7
Business Hours: Monday – Friday, 9:00 AM – 5:00 PM
Time Zone: Central European Summer Time (CEST)
Order Cut-off Time: 2:00 PM CEST