Return & Refund Policy

1. Hardware Returns (Desktop & Standing Diffusers)

Eligibility: We accept returns on unopened, unused hardware in its original, sealed packaging within 30 days of delivery.

Condition: Items must be in pristine, brand-new condition with all original packaging, accessories, and manuals included.

Used Items: To maintain strict product hygiene and quality standards for our customers, we cannot accept returns on used or opened hardware unless the item is defective upon arrival.

2. Fragrance Oils & Consumables

Due to the personal and aromatic nature of our products, all sales of fragrance oils (100ml refills and Experience Kits) are final.

We cannot accept returns, exchanges, or issue refunds on opened or unopened fragrance bottles for safety and quality assurance reasons.

3. Damaged, Defective, or Missing Items (Unboxing Video Requirement)

We take meticulous care in engineering and packaging every STÄV unit. To ensure a transparent and fair resolution for any transit-related damage or manufacturing defects, we strictly require an unbroken, continuous video unboxing as proof for all claims.

The Requirement: The video must start before the outer shipping box or mailer is opened, clearly showing the shipping label, and must continue without interruption or cuts until the item is unboxed and its condition/defect is fully displayed.

Filing a Claim: You must notify us at info@stavliving.com within 48 hours of delivery, attaching the unboxing video and clear photographs of the damage.

Exclusions: Claims for transit damage, cosmetic defects, or missing components submitted without a continuous unboxing video will unfortunately be denied, as this is our primary validation against carrier or transit disputes. Once verified, we will issue a replacement unit or resolve the issue immediately.

4. Return Shipping Costs

Customers are responsible for paying return shipping costs for non-defective returns.

Original shipping fees are non-refundable. We recommend using a trackable shipping service, as STÄV is not responsible for lost inbound packages.

5. Refunds (If Applicable)

Once your returned hardware is received and inspected at our Canadian fulfillment center, we will notify you of the approval or rejection of your refund. If approved, a credit will automatically be applied to your original method of payment within 5–7 business days.

6. Questions & Support

For any inquiries regarding returns, warranties, or order issues, please reach out to our client care team at: info@stavliving.com