Complaints procedure

At Stefo, we strive for satisfied customers. Should you be unsatisfied with your purchase, we offer a clear returns policy. Below, we also explain the difference between online orders and purchases in our physical store.


Order online

The statutory right of withdrawal applies to online orders:

  • You have a 14-day reflection period from the day you receive the product.
  • You can return the item within 14 days without giving any reason.
  • In addition, Stefo offers you extra service: you have a total of 30 days to return an item, provided it meets the return conditions.

Purchases in the store

  • There is no statutory cooling-off period for purchases in our physical store.
  • Returns or exchanges are possible within 30 days , but only if the products are undamaged, unused and have the original packaging and labels.
  • This policy is an additional service provided by Stefo and is not legally binding.


Return Policy

  • Items must be in their original condition: undamaged, unused and in their original packaging with labels.
  • Always include proof of purchase (invoice or receipt).


Return procedure

  1. For online orders : Contact us at info@stefo.be to request a return. We'll send you the instructions.
  2. For store purchases : Return your product to the store along with proof of purchase.
  3. Please ensure the item is properly packaged to prevent damage during transit (for online returns).


Damage or Problems

  • Please check your order immediately upon receipt or purchase.
  • Report damage or an incorrect delivery within 48 hours via info@stefo.be .


Refunds

  • Online orders and in-store purchases : After receipt and inspection of your return, the refund will be processed within 10 business days .
  • Please contact us at info@stefo.be if it takes longer than 15 business days for the amount to appear in your account.


To ask?

Do you have questions about the differences between online and in-store purchases, or about our returns policy? Feel free to contact us at info@stefo.be or visit our store.

Complaints procedure

Do you have a complaint or comment that isn't about returns? You can contact us via:

E-mail: info@stefo.be
Phone: +32 486 25 32 22

WhatsApp: +32 486 02 37 91

We handle complaints within 24 hours. We'll work with you to find a suitable solution.