Returns, Refunds & Exchanges

Goods damaged on arrival

If your goods arrive damaged, you may request a return by contacting support@stowliva.com within 7 calendar days after delivery. This is the deadline for submitting your request; the goods do not need to arrive back with us within those 7 days.

If you discover a defect, an incorrect item or another problem with your delivery, contact us with the details so we can assess it against the agreed order specifications.

How to request a return

Please include your order or invoice number, delivery date, a description of the issue and the quantity affected. Where available, attach clear photos of the goods, outer packaging and shipping label. Keep the affected goods and packaging while we review the issue, if it is reasonable to do so.

We will review the information and, where damage on arrival is confirmed, arrange the return process with you. Please contact us before sending goods back so we can provide the correct return address and shipping instructions.

Refunds and exchanges

For a confirmed damage-related return, the agreed resolution may include a refund for the affected goods. If you prefer a replacement or exchange, we can discuss this as an alternative, subject to availability and agreement. A replacement does not have to be accepted instead of an agreed return and refund.

We will confirm the refund amount, any return or inspection requirements, and the expected refund processing time in writing as part of the return arrangement. Refunds will normally be arranged by bank transfer to the original payer, subject to any different method required by applicable law. Bank processing time may affect when the funds reach your account.

Return shipping and related costs

We will confirm responsibility for return shipping and any applicable bank or cross-border charges in writing before the return is arranged, taking account of the issue and applicable law. Please do not book a return shipment until the shipping instructions and cost arrangements have been confirmed.

Custom products and other return requests

If you ordered the wrong size or specification, changed your mind, or wish to return goods for a reason unrelated to damage or an order problem, please contact us before returning anything. The availability of a voluntary return, the condition required, shipping costs and any refund arrangement must be confirmed against the terms agreed before purchase. This policy does not promise a general change-of-mind return period.

For cancellation requests or changes to approved custom artwork or specifications, please see our Payment & Order Terms. A change request is separate from a claim that goods arrived damaged or failed to match the agreed specification.

Customisation does not remove the right to request a return for goods damaged on arrival under this policy. This policy does not limit any mandatory rights or remedies available under applicable law, including rights that may apply beyond the reporting period stated above.

Contact

Email: support@stowliva.com
WhatsApp: +86 17880328929
Business hours: Open 24 hours a day, 7 days a week.
Website: https://stowliva.com/