Refund & Return Policy

Last updated: 21 September 2026

At Stelmag (stelmag.com), operated by STLIRA LTD (Company No. 17468454, registered in England and Wales), your satisfaction is our priority. Please read this policy carefully before placing an order.

1. Returns

1.1 Standard (non-customised) items

You have the right to return any standard item within 30 days of delivery under the UK Consumer Contracts Regulations 2013, provided that:

• The item is unused, undamaged and in its original packaging;
• All accessories (NFC discs, USB cable, memory card) are included.

To start a return, email info@stelmag.com with your order number and reason for return. We will reply within 2 business days with return instructions.

1.2 Customised items (custom photo covers & custom playlists)

Custom-made products are produced specifically for you and are exempt from the 14-day cooling-off period under the Consumer Contracts Regulations 2013 (Regulation 28). We therefore cannot accept returns of customised items for change of mind.

However, if your custom item arrives damaged, defective, or different from your order, we will make it right:

• Contact us within 7 days of delivery at info@stelmag.com;
• Include your order number and clear photos or a short video showing the issue;
• We will offer a free replacement or a full refund — your choice.

2. Refunds

• Refunds are issued to your original payment method within 5–10 business days after we receive and inspect the returned item (or approve a claim for a custom item).
• Original shipping fees are non-refundable unless the item was damaged, defective or incorrect.
• Return shipping for change-of-mind returns is paid by the customer; return shipping for defective/incorrect items is paid by us (we may refund your return postage with a receipt).

3. Non-returnable situations

• Items damaged due to misuse, drops, water exposure or unauthorised repair;
• Requests made after the stated time windows above;
• Items marked as final sale or gift cards.

4. Order cancellation

• Standard items: cancel free of charge any time before dispatch (usually within 24 hours of ordering).
• Customised items: cancel free of charge before production begins (within 12 hours of ordering). After production begins, orders cannot be cancelled but may be returned unused under Section 1.1 where applicable.

5. Late or missing refunds

If you have not received your refund after 10 business days of approval, please email info@stelmag.com — we will investigate and resolve within 3 business days.

6. Contact

Questions about this policy: info@stelmag.com