Returns & Exchanges
Last updated and effective date: November 29, 2025
At Stalberry, we want you to feel confident in every purchase you make with us. While we hope you love your order, we understand that returns may occasionally be necessary. This policy explains how returns, refunds, and defective-product claims work for customers in Canada and the United States. By placing an order with Stalberry, you agree to the terms below.
1. Eligibility for Returns
We accept returns on most products within 30 days of delivery, provided that the items meet all of the following conditions:
- The product is unused
- The product is unopened
- All original packaging is included
- The item is still in saleable condition
Returned items that show signs of use, wear, damage, opened packaging, missing components, or contamination will not be eligible for a refund.
Stalberry reserves the right to deny a return if the merchandise does not meet the above standards upon inspection.
2. Return Shipping Costs
Return shipping costs are the responsibility of the customer unless required by law.
Customers must choose a shipping method that includes tracking. Stalberry is not responsible for lost or undelivered return shipments, and we recommend keeping your tracking number until the refund is fully processed.
3. Non-Returnable Items
We cannot accept returns for:
- Used products
- Final sale or clearance items
- Products damaged by misuse, improper storage, or unauthorized modifications
- Items purchased more than 30 days ago
- Products that are returned without original packaging
- Products purchased outside official Stalberry storefronts
4. Items Purchased on TikTok Shop, Amazon, or Other Marketplaces
All purchases made through TikTok Shop, Amazon, Facebook Marketplace, or any third-party platform must be returned through the platform’s official return process.
Stalberry cannot accept or process returns for these orders and cannot issue refunds for third-party purchases under any circumstances.
5. Exchanges
Stalberry does not offer standard product-for-product exchanges.
If you wish to receive a different item, you must:
- Return the original item in unused, unopened condition; and
- Place a new order for the product you want.
Exceptions – Defective or Warranty Cases
If your product has a manufacturer’s defect, Stalberry may offer a replacement within the 30-day window or under our warranty terms. All defective items must be returned before any replacement is issued.
6. Cross-Border Returns (U.S. Customers)
If you are returning a product from the United States to Canada:
- All customs duties, taxes, and import fees are the responsibility of the customer.
- These charges are non-refundable and cannot be reimbursed by Stalberry.
We recommend marking the shipment as “Customer Return” to reduce the likelihood of additional customs assessments, but this is not guaranteed.
7. How to Start a Return
Returns are initiated by contacting us directly:
- hello@stalberry.com
Please include:
- Your order number
- The reason for the return
- Photos if the item is defective or damaged
Once approved, we will send return instructions. Customers are responsible for packaging items securely to prevent damage during transit.
8. Return Inspection & Approval
Once your return arrives at our facility, it will be inspected within a reasonable timeframe. If the item does not meet our return requirements (unopened, unused, original packaging), we will notify you and — if applicable — return the item at your cost.
Stalberry reserves the right to deny returns that do not comply with this policy.
9. Refunds
Approved refunds will be processed back to the original payment method only.
- Refunds typically take 7-14 business days to process after we receive and inspect your item.
- Processing times may vary depending on your bank or payment provider.
Shipping fees, duties, taxes, and return shipping costs are non-refundable, unless required by law.
Stalberry does not offer:
- Store credit (unless required in special cases)
- Refunds to alternative payment methods
- Cash refunds for online orders
10. Items Lost or Stolen After Delivery
If the tracking information shows that your package has been delivered but you cannot locate it, this will be considered package theft or misdelivery by the carrier.
Stalberry is not responsible for:
- Lost or stolen packages
- Packages delivered to an incorrect address provided by the customer
- Carrier delays, errors, or mishandling
Customers may contact the shipping carrier directly to file a claim.
11. Questions or Concerns?
We’re here to help.
- hello@stalberry.com
Please allow 1-3 business days for our team to respond.