Refund policy

Return & Refund Policy

We sincerely hope that you enjoy your purchase; however, if you would like to return your merchandise, we will gladly help you with the process. Please review the guidelines below prior to your return to ensure that your merchandise is eligible for a return/refund.

If you are a consumer in the European Union, the European Economic Area, or the United Kingdom, please see the section "Customers in the EU, EEA & UK — Right of Withdrawal," which applies to you instead of the standard guidelines wherever the two differ.

The fastest way to request a return or cancellation is through your account: log in to your account, open your order, and select the item(s). You can also contact our Customer Service team at stixzadindustries@gmail.com.

Return Guidelines (outside the EU, EEA & UK)

  • Merchandise must be returned within 30 days of the date that it was received
  • Merchandise returned must be in new/unused condition
  • We are unable to accept returns on washed, worn, and/or abused items
  • We are unable to accept returns on CDs, DVDs, vinyl records, and/or clearance/sale items at this time
  • Shipping cost and shipping sales tax incurred for returns are non-refundable and are the customer's responsibility
  • Orders placed with PayPal will have separate credits from orders using credit cards

To start a return, log in to your account and open the order, or contact Customer Service at stixzadindustries@gmail.com.

Customers in the EU, EEA & UK — Right of Withdrawal

If you are a consumer in the European Union, the European Economic Area (including Norway, Iceland, and Liechtenstein), or the United Kingdom, you have a legal right to cancel your online order and withdraw from your purchase without giving any reason.

Your withdrawal period

  • You may cancel your order at any time before it ships. This includes pre-order items.
  • After delivery, you have 14 days from the day you (or a person you nominate, other than the carrier) receive the last item in your order to withdraw from the purchase.
  • If the last day of this period falls on a weekend or public holiday, the period extends to the next business day.

How to exercise your right of withdrawal

The easiest way is online: log in to your account, open your order, and select "Cancel" (before shipment) or "Request return" (after delivery). You will receive a confirmation of your request without delay.

You may also notify us by an unequivocal statement sent by email to stixzadindustries@gmail.com. You can use the model withdrawal form at the end of this section, but it is not obligatory. To meet the deadline, it is sufficient to send your notice before the withdrawal period expires.

Your refund

  • We will refund all payments received from you, including the original standard delivery cost (except any extra cost you chose for a delivery method other than our least expensive standard option).
  • The refund will be issued within 14 days of the day we receive your withdrawal notice, using the same payment method you used for the purchase, at no fee to you. We may withhold the refund until we have received the goods back or you have supplied evidence of having sent them back, whichever comes first.
  • Sale, clearance, and discounted items carry the same right of withdrawal and are refunded on the same terms.

Returning the goods

  • Please send the goods back to us without undue delay and no later than 14 days from the day you told us you are withdrawing. Return instructions and the return address are provided when your request is confirmed.
  • You bear the direct cost of returning the goods. We recommend a tracked shipping service for items of significant value.
  • You may inspect the goods to establish their nature, characteristics, and functioning, as you would in a shop — for apparel, this means trying it on, but not wearing or washing it. You do not need the original packaging to return an item, though we appreciate it when possible. However, you are liable for any diminished value of the goods resulting from handling beyond what is necessary to inspect them, and we may deduct that amount from your refund.
  • Items sold as part of a bundle form a single purchase: to withdraw from a bundle, please return all items in the bundle together. Partial bundle returns are accepted only for damaged or defective items.

Exceptions to the right of withdrawal

The right of withdrawal does not apply to:

  • Goods made to your specifications or clearly personalized
  • Goods liable to deteriorate or expire rapidly
  • Sealed goods not suitable for return for health protection or hygiene reasons, once unsealed after delivery
  • Sealed audio or video recordings and sealed computer software (such as CDs, DVDs, and vinyl records), once unsealed after delivery. Unopened, factory-sealed media may still be returned within the withdrawal period.
  • Digital content not supplied on a tangible medium, once performance has begun with your prior express consent and acknowledgment that you thereby lose your right of withdrawal

The right of withdrawal applies to distance purchases made through this online store. It does not apply to merchandise purchased in person at a concert or event.

Model withdrawal form

(Complete and return this form only if you wish to withdraw from the contract by email.)

To: Stix Zadindustries, stixzadindustries@gmail.com
I/We hereby give notice that I/we withdraw from my/our contract of sale of the following goods:
Ordered on / received on:
Order number:
Name of consumer(s):
Address of consumer(s):
Date:

Exchange Policy

We will exchange or edit an order within 12 hours of that order being placed. Once past that deadline, we only replace items if they are defective or damaged. (EU, EEA, and UK customers may always use their right of withdrawal instead and place a new order.)

Damaged Goods

Defective and/or damaged merchandise due to shipping must be reported to Stix Zadindustries within 30 days of purchase, and pre-authorized for return to be considered eligible for a refund. Please contact Customer Service to obtain authorization. A refund of the original product cost, taxes, and pro-rated shipping charges will be processed within 10 business days from the date that the damaged/defective goods are received at Stix Zadindustries' warehouse. Nothing in this section limits the legal guarantee rights of EU, EEA, and UK consumers for defective goods.

Pre-Sales

For items that are sold on pre-order status, your account will be charged at the time that your order is placed. If the order cannot be fulfilled within a few weeks of the advertised date, your account will be credited in full. If you choose to cancel your order before it ships, your account will be credited in full — the easiest way to cancel is through your account. Please contact Customer Service if the credit has not been received. If you choose to cancel your order after it has been shipped, please follow the return policy and guidelines above (for EU, EEA, and UK customers, the right of withdrawal applies from delivery as described above).

Bundles

For items that are sold as part of a bundle set, we are unable to accept partial returns of the items in the bundle at this time, except in the case of a damaged or defective product. If you wish to make a return, all of the bundle items must be returned together, in accordance with the return policy outlined above.

Return Policy for Items Purchased at a Concert/Event

At this time we are unable to offer returns or exchanges for concert/event merchandise purchased at an event. Concert/event merchandise purchases are final; however, we care about your satisfaction. You may contact Customer Service via email with details regarding your purchase for possible alternatives if your product is defective.

Nothing in this policy limits any statutory rights you have under the laws of your country, including legal guarantee rights for defective goods.