All items we ship have successfully passed our rigorous Quality Control inspections. Our warranties ensure you have a fantastic experience while giving you total peace of mind. Most items sold by Stoga are covered by the following comprehensive product warranty. If, in an unlikely situation you are not covered, please check our Warranty Exemptions and Notes below.
7 DAY DEAD ON ARRIVAL (DOA) GUARANTEE
If your item arrives damaged or is not working, please follow the warranty process and contact our Customer Service for authorization within 7 days of the order received. We can send you a new item free of charge, or you can choose to receive a full refund. We dedicate to make every single purchase is 100% risk-free.
WHAT ITEMS ARE RETURNABLE?
Within 30 days from the purchase
In original condition: resell-able.
In the original package.
Kindly note that NOT ALL PRODUCTS SUPPORT RETURN
Only purchases made directly from www.Stoga.com can be applied to this policy while the items purchased from other retailers excluded.
Due to the long international shipping, we received feedback from our valued customers that there might be some appearance scratch which caused by the improper dispatch. In most cases, such tiny imperfect details won’t affect your experiences. We wish you take this into consideration before placing your order.
30-DAY MONEY-BACK GUARANTEE FOR ANY REASON
Undamaged products may be returned for a full refund for any reason within 30 days of the date the item was delivered to the designated shipping address.
Please keep the product and all packaging materials after you received the order in case warranty application.
Returns must include all accessories
- Items must include original packaging
- For non-quality related warranty claims, buyer is responsible for shipping costs
- For non-quality related warranty claims, Stogarefunds the cost of the product itself
- Returns may be rejected if items do not meet the above requirements
Refund requests for the 30-day money back guarantee expire 30 days after opening a warranty claim. It is not possible to process a request for a refund for non-quality issues for items that have expired this 30-day window. For purchases not made directly through Stoga’s online stores, please contact retailers for refunds. For quality-related issues, please see below.
WARRANTY CLAIMS FOR QUALITY-RELATED ISSUES
All quality-related defects on items sold directly by Stoga is covered by an extensive warranty, starting from the date of purchase.
Stoga’s limited warranty is restricted to the country of purchase. The limited warranty is void on items taken outside the country they were originally bought in or shipped to directly from an authorized online purchase.
For quality-related warranty claims, items will be replaced with a factory refurbished model of equal value when available, otherwise a new item will be sent. In situations where a replacement is not an available or preferred option, Stoga will offer a partial refund according to the usage time of the device.
Warranties on all replacements follow the same warranty timeframe of the original defective item, or 3 months after being replaced, whichever is longer. Warranties on products are void after having been fully refunded.
- Buyer must provide sufficient proof of purchase
- Stogamust document what happens when buyers troubleshoot the product
- The defective item’s serial number and/or visible proof depicting the defect are required
- It may be necessary to return an item for quality inspection
- For defective items that Stoganeeds to have returned, warranties on those replacements are voided if the wrong item is returned to Stoga or if the defective item is not returned.
If you wish to submit a warranty case, kindly prepare photo/ audio/ video documentation with details and any other necessary materials you think would help us to understand the issue.
Valid proof of purchase:
- Order number from online purchases made through Stoga
- Sales invoice
- Dated sales receipt from an authorized Stogathat shows a description of the product along with its price
Please note that more than one type of proof of purchase may be required to process a warranty claim (such as receipt of money transfer and confirmation of address item was originally shipped to).
Warranty claims for product defects expire 30 days after opening a warranty claim. It is not possible to process a warranty claim for items that have expired their original warranty timeframe or 30-day warranty claim request period, whichever is longer.
Shipping costs must be covered by buyer in the following situations:
- Returning products for any reason other than a proven defect
- Buyer’s accidental returns
- Returning personal items
- Returning items claimed to have defects but found by Stogaquality control to be in working condition
- Returning defective items in international shipping
- Costs associated with unauthorized returns (any returns made outside of the approved warranty process)
Not Covered Under Warranty:
- Products without sufficient proof of purchase
- Lost or stolen products
- Items that have expired their warranty period
- Non quality-related issues (after 30 days of purchase)
- Free products
- Repairs through 3rd parties
- Damage from outside sources
- Damage from misuse of products (including, but not limited to: falls, extreme temperatures, water, operating devices improperly)
- Purchases from unauthorized resellers.
Stoga is not liable for:
- Loss of data incurred from use of Stogaproducts
- Returning personal items sent to Stoga
When returning items with a prepaid shipping label provided by Stoga , Stoga takes responsibility for any damage or loss incurred in transit. When returning items for non-quality issues, buyer assumes responsibility for any damage or loss incurred in transit. Stoga does not provide refunds for items damaged in transit for non-quality related warranty claims.
PROBLEM WITH YOUR ORDER (Man-made causes)
1) Unauthorized or unauthorized repair or modification of the product;
2) Failure to use the product by the instructions;
3) The product logo is illegible and unrecognizable;
4) Product damage due to unexpected factors or human behavior. Such as animal biting, over-squeezing, falling from a height, etc. For the appearance, if there are obvious hard object damage, cracks, severe deformation, etc.;
- Failure or damage due to majeure factors such as fire, earthquake, flood, etc.
Stoga will offer you a discount to purchase any new product.
If the above problems occur during the warranty period, the company will charge the fee according to the actual situation, which includes the material and labor costs.
Who bears the freight?
The customer is responsible for associated shipping costs unless products are defective.
WHEN CAN I EXPECT THE REFUND?
Once we have processed your refund, you will receive a confirmation email from us. If you have opted for a refund via the original payment method, please allow up to 14 business days for your account to be credited. If you do not receive your refund after 14 business days, please contact your payment processor directly for further information.
The right of return/exchange is not valid for articles returned incomplete, damaged, or used.
Only the purchase price of a returned item will be refunded. Any duty or taxes that have been paid, as well as the original shipping charges, will not be refunded.
MISSING ITEM(S), WRONG ITEM(S) OR INCORRECT PACKAGE SENT
Please be sure to unseal your parcel and check the contents carefully before signing for the package.
For any issues, kindly follow our warranty process to avoid any delay:
Contact our Customer Service and provide your order number along with the product code (SKU number).
Please send us clear images which include packaging, shipping labels, and (if applicable) the item you received.
– If there is any item missing, we will resend the missing parts free of charge within the warranty period.
– If we had shipped the wrong item: we will either refund you in full or dispatch an alternative item (if applicable and available). Stoga will decide whether you need to return the wrong product or not or compensate for the return shipping fee when we receive it.