Refund policy

Last updated: October 14, 2026

30-day returns

You may request a return of a standard product within 30 days after receiving the last item in your order. If the deadline falls on a weekend or public holiday, it extends to the next working day. To qualify under this voluntary return policy, the item must be unused, uninstalled, in the same condition as received, and in its original packaging. Please provide your order number or other proof of purchase.

These conditions apply to our voluntary 30-day policy. They do not limit your statutory cancellation rights or your rights when a product is faulty, damaged, incorrect, or not as described. Sale items are eligible on the same basis as full-price items.

Return destination

Returns are sent to Hefei, Anhui, China. If you are outside China, returning an item involves international shipping to China. Contact us for the exact return address and shipping instructions for your order before sending a parcel.

How to request a return

Sign in to your STICKSOO customer account, open the order, and submit a return request for eligible items. You can also request cancellation of eligible items before they are fulfilled. We review each request and send the next steps; submitting a request does not automatically issue a refund.

Email support@sticksoo.com with your order number and the items you wish to return. We will provide return instructions and help arrange shipping.

Please email support@sticksoo.com to receive the correct return address and shipping instructions for your order.

Contact us before sending a return so we can arrange the appropriate shipping method. You do not need our approval to exercise a statutory cancellation right within the applicable deadline.

Return shipping costs

If the return is caused by the consumer, the consumer is responsible for the shipping fee. The specific fee is based on the carrier you choose and the cost of shipping to Hefei, China. International return shipping may cost more than a domestic return; contact your carrier for a quote before arranging a change-of-mind return.

If, due to our reasons, the goods received are damaged or incorrect, the consumer is not required to bear the shipping fee. This also applies to goods that are faulty or not as described.

We do not charge a restocking fee. We honor any more favorable return-shipping promise that applied when an existing order was placed.

Damaged, faulty, or incorrect items

If your order arrives damaged, contains the wrong item, or develops a fault, contact us with your order number, a description of the issue, and photographs if available. We will assess the issue and provide the repair, replacement, refund, or other remedy required by applicable law.

Please report problems as soon as reasonably possible. Your statutory rights are not subject to a 48-hour reporting deadline.

Personalized products

Selecting a phone model, color, or listed design does not make a product personalized solely because we produce it after an order is placed.

If we offer goods made to your individual, non-standard specifications, any lawful exclusion from change-of-mind returns will be disclosed before purchase. This does not affect your rights if the goods are faulty, incorrect, or not as described.

Order changes and exchanges

Contact us promptly if you need to change or cancel an order. You can submit a cancellation request through your customer account before the item is fulfilled. Once an item has shipped, contact us about the applicable return or cancellation process. Changes may not be possible once fulfillment has begun, but this does not remove any applicable statutory cancellation right. To exchange an eligible standard item, contact us to arrange its return and place a separate order for the item you want.

Statutory cancellation rights

Where applicable, consumers in the European Union, Norway, and the United Kingdom may cancel an eligible online purchase without giving a reason within 14 days after receiving the goods. For an order delivered in separate shipments, the period generally starts after the last item is received.

To cancel, submit a clear cancellation statement through your customer account or email support@sticksoo.com before the cancellation period expires. State that you wish to cancel and provide your name, order number or other proof of purchase, and the goods concerned so we can identify your order. You do not have to give a reason or use a special form. Return the goods without undue delay and within 14 days after notifying us.

You may inspect the goods as necessary to establish their nature, characteristics, and functioning. Where permitted by law, a refund may be reduced to reflect loss in value caused by handling beyond what is necessary. Opening the packaging does not, by itself, remove your statutory cancellation right.

Refunds

We will notify you after receiving and inspecting your return. For approved returns under our voluntary 30-day policy, we will issue the refund to your original payment method within 10 business days after approval. Your bank or payment provider may take additional time to display it. If you have not received the refund within 15 business days after approval, contact us.

Statutory refund deadlines take priority. For EU and Norwegian statutory cancellations, we reimburse without undue delay and within 14 days after receiving your cancellation notice; where permitted, we may withhold reimbursement until we receive the goods or evidence that they have been sent back, whichever occurs first. For UK statutory cancellations, we reimburse without undue delay and within 14 days after receiving the goods or evidence of their return, whichever occurs first.

When you cancel the entire order under a statutory cancellation right, the refund includes the standard outbound delivery charge you paid. Additional costs for an upgraded delivery service need not be refunded where the law permits. For voluntary change-of-mind returns outside statutory cancellation rights, the original outbound shipping charge is not refundable.

Nothing in this policy excludes rights or remedies that applicable consumer law makes mandatory.

Contact

Email: support@sticksoo.com.