Refund policy

Returns and refunds

Your 30-day Stillwood return.

You can return any unused item within 30 days of delivery for a full refund, for any reason at all, including changing your mind. We pay the return postage. The item needs to be in its original packaging and in the condition it arrived in.

Your legal right, which is separate and additional.

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 you have 14 days from the day you receive the goods to cancel the contract, and a further 14 days to send the goods back. This right exists in law and sits alongside our 30-day policy — it does not replace it, and our policy does not reduce it. To cancel under the Regulations, email hello@stillwood.uk with your order number and the words "I cancel". You do not have to give a reason.

Faulty or damaged items.

If something arrives damaged or develops a fault, this policy does not apply — email us and we repair, replace or refund at our cost, as the Consumer Rights Act 2015 provides. Under the Consumer Rights Act 2015 you have rights against us for goods that are not of satisfactory quality, and nothing here limits them.

How to return an item.

Email hello@stillwood.uk with your order number. We reply within one business day with a prepaid return label. Please do not send anything back before contacting us: unannounced parcels are difficult to match to an order and slow your refund down.

Returns cost you nothing, whatever the reason. We want to be straight with you about one thing though: our returns address is in Belgium, not in the United Kingdom, so a parcel takes a few days longer to reach us than it would a UK warehouse. That affects when your refund lands, not what it costs you.

When you get your money back.

We refund within 14 days of receiving the returned item, or within 14 days of proof of postage, whichever is earlier. Refunds go back to the original payment method. We refund the price you paid including UK VAT. Delivery was free, so there is nothing to deduct.

Model cancellation form.

You do not have to use this form to cancel, but you may. Complete and return it to: Stillwood, Fabian Stehmann (AKHY Concept), Goudvinkenplein 2, 1150 Sint-Pieters-Woluwe, Belgium, hello@stillwood.uk.

I/We [*] hereby give notice that I/We [*] cancel my/our [*] contract of sale of the following goods [*],
Ordered on [*] / received on [*],
Name of consumer(s),
Address of consumer(s),
Signature of consumer(s) (only if this form is notified on paper),
Date.
[*] Delete as appropriate.

What we cannot take back.

Items that have been used beyond what is needed to check they work, and items returned without their original packaging where that packaging was needed to protect them. We will tell you before we deduct anything, and we will explain why.