Stoucoy Refund Policy

At Stoucoy, customer satisfaction is important to us — but so is protecting our business and community from abuse. This policy is written to be clear, enforceable, and legally binding. By purchasing from us, you agree to the following terms in full.

1. Return Window & Eligibility

Returns must be requested within 30 calendar days of confirmed delivery (per carrier tracking).

To qualify for a return:

The product must be strictly unopened, unused, and undamaged.
The original heat-shrink seal or safety seal must be intact.
A valid receipt or order confirmation is required.

Returns are automatically ineligible if:

The product has been opened, tasted, or the seal has been tampered with.
The request is made after the 30-day return period.
The item was purchased as part of a promotion, free gift, or marked Final Sale.
The wrong or incomplete shipping address was provided by the customer.

2. Mandatory Return Address Authorization

Our return processing centers are primarily located in the United States.

To initiate a return and receive the correct domestic return address, you must first email our support team at contact@stoucoy.com.
DO NOT send items back to the sender address listed on the original shipping label. Returns sent without prior authorization or to the incorrect facility will be refused and will not be eligible for a refund.

3. Return Shipping Responsibility

Customer Responsibility: Unless the product arrived physically damaged or incorrect, the customer is responsible for all return shipping costs.
Risk of Loss: Risk of loss during return shipping lies with the customer until the item is received and inspected at our U.S. facility.

4. Proof & Documentation

To protect both parties:

Customers must provide photos or videos of the item before return approval.
Proof of shipping and tracking is required for all returns.
Delivery confirmation by carrier serves as final proof of delivery for all orders (used in chargeback disputes).

5. Damaged or Incorrect Items

Claims for items damaged during transit or incorrect shipments must be submitted within 72 hours of delivery with photo/video proof.

Approved cases will be resolved via replacement or refund at our discretion.

6. Lost or Stolen Packages

If carrier tracking confirms delivery, Stoucoy is not responsible for theft, loss, or misplacement of the package.
For security, we recommend using a secure delivery address where someone is available to receive the package.
Customers may file claims directly with the carrier for packages that are stolen after confirmed delivery.

7. Refund Process

Once your return is received and inspected, we will notify you of approval or rejection.
Approved refunds are processed to the original payment method within 3–7 business days.
If a return is rejected (e.g., the jar was found to be opened), the item will not be refunded.
Non-refundable charges: original shipping fees, customs duties, VAT, and taxes.

8. Abuse & Fraud Protection

We maintain a zero-tolerance policy for abuse, including:

Filing "item not received" claims when tracking shows delivery.
Initiating chargebacks without first contacting our support team.
Returning used products as "unopened."

Customers engaging in abuse may be blocked from future purchases and reported to fraud databases.

9. Product-Specific Disclaimers (Shilajit)

Due to the natural characteristics of Shilajit, the following are NOT considered defects and are NOT eligible for "quality issue" claims:

Taste & Aroma: Shilajit has a distinct, earthy, and smoky profile. Returns based on personal taste or smell preferences are not accepted once the jar is opened.
Consistency: Pure Shilajit is temperature-sensitive. It may become hard in cold weather or soft/sticky in warm weather. This is a sign of purity and is not a defect.
Personal Results: As a natural supplement, effects vary by individual. We do not guarantee specific health results.
Allergies: While rare, it is the customer's responsibility to check ingredients. Allergic reactions do not constitute a mandatory refund for opened products.