Refund policy

This Return & Refund Policy applies to all purchases made on Stilpanel, operated by HORIZONEX RETAIL LTD, a company registered in England and Wales (Company No: 16874272), with its registered office at 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ, United Kingdom.

1. Right to Cancel (Cooling-Off Period)

In accordance with UK and EU consumer protection laws, you have the right to cancel your order within 14 days of receiving your goods, without providing any reason.

To exercise your right of cancellation, you must notify us within this period.

2. Return Conditions

To be eligible for a return:

  • The item must be unused and in its original condition
  • The item must be returned in its original packaging
  • You must contact us before returning any item

We reserve the right to refuse returns that do not meet these conditions.

3. Return Process

To initiate a return, please contact us at:

📧 support@stilpanel.shop

Include:

  • Your order number
  • Reason for return

Once approved, we will provide return instructions.

4. Return Shipping

Unless the item is faulty or incorrect, customers are responsible for return shipping costs.

Due to the nature of our international fulfillment network, we may:

  • Provide a return address, or
  • Offer a refund without requiring the return (when appropriate)

5. Damaged, Defective or Incorrect Items

If your item arrives damaged, defective, or incorrect, you must contact us within 48 hours of delivery.

Please provide:

  • Photos or videos clearly showing the issue
  • Your order number

Once verified, we will offer:

  • A replacement, or
  • A full refund

at no additional cost.

6. Refund Processing

Once your return or claim is approved:

  • Refunds are processed within 7–10 business days
  • Refunds are issued to the original payment method
  • Processing time may vary depending on your bank or payment provider

7. Shipping Fees

Shipping costs are non-refundable, unless:

  • The item is faulty
  • The return is due to our error

8. Order Cancellation

Orders may be cancelled or modified within 24 hours of purchase.

After this period, the order may already be in processing and cannot be changed.

9. International Orders

We ship to multiple countries, including Sweden, Norway, and Denmark.

Customers are responsible for complying with local regulations and any applicable taxes or duties, where required.

10. Failed Deliveries & Incorrect Address

We are not responsible for:

  • Incorrect shipping details provided by the customer
  • Failed delivery attempts due to absence or refusal

11. Statutory Rights

Nothing in this policy affects your statutory rights under UK or EU consumer protection laws.

12. Contact Information

For return or refund requests:

📧 support@stilpanel.shop
🏢 HORIZONEX RETAIL LTD