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Refund policy

Return & Refund Policy

Effective Date: 10/10/2025

At Stelimasa Direct, we value your satisfaction and are committed to providing you with high-quality wellness products and a smooth shopping experience.
All orders are processed and shipped by our trusted fulfilment partner, who ensures timely delivery and professional handling of every package.

1. Order Processing

All products are made to order and prepared for dispatch shortly after purchase.
Once your order enters production, changes or cancellations may not be possible, so please review your order carefully before confirming checkout.

2. Damaged or Defective Items

If you receive an item that is damaged, defective, or incorrect, please contact us within 7 days of delivery at support@stelimasahealth.com with:

  • Your order number

  • Clear photos of the product and packaging

Once verified, we will offer one of the following solutions:

  • A replacement item, shipped at no extra cost

  • A full refund to your original payment method

Please note: claims reported after 7 days of delivery may not be eligible for replacement or refund.

3. Non-Returnable Items

Due to health and safety standards, we are unable to accept returns of opened or used consumable products (such as supplements, powders, or ingestibles).
We also cannot accept returns for:

  • Buyer’s remorse

  • Incorrect shipping addresses provided by the customer

  • Packages refused or unclaimed at delivery

4. Incorrect or Incomplete Address

If a shipment is returned because of an incorrect or incomplete address, a re-shipping fee may apply.
Please double-check your delivery details before completing your order.

5. Refund Eligibility

Refunds are only issued for verified cases of:

  • Damaged or defective items

  • Lost shipments confirmed by the carrier

  • Orders cancelled before fulfilment begins

Approved refunds are processed within 5–10 business days to your original payment method.

6. International Orders

Customers outside the United States are responsible for any import duties, customs fees, or taxes applied by their local authorities.
Orders refused due to unpaid import fees are not eligible for refunds.

7. Processing Time for Replacements or Refunds

Once your claim is approved:

  • Replacements are shipped within 3–5 business days

  • Refunds are completed within 5–10 business days

8. Contact Us

For return or refund requests, please contact our support team:
📧 support@stelimasahealth.com
Subject line: Return Request – [Your Order Number]

We’re here to help and will work closely with our fulfilment partner to resolve your concern promptly.

Disclaimer

By purchasing from Stelimasa Direct, you acknowledge and agree to this Return & Refund Policy.
Our fulfilment partner handles logistics, production, and shipping on our behalf to ensure a high-quality experience for every customer.