Refund & Returns Policy

Last updated: 7 September 2026

If something is wrong with your order, contact Stephan through our Contact Us page. Include your order number, the item and the issue. Photos help with damage or defects. Nothing in this policy limits your statutory consumer rights.

Cancel an order

Contact us as soon as possible to request cancellation. Standard goods can be cancelled before dispatch for a full refund. If already dispatched, the applicable returns rights below apply. For custom work, contact us before cutting or personalisation begins; we will explain the status and any lawful cancellation implications. We will not impose a blanket forfeiture of your payment.

Online cooling-off rights

Where section 44 of the Electronic Communications and Transactions Act applies, you may cancel an online purchase of goods without giving a reason or paying a penalty within seven days after receiving the goods. Only the direct cost of returning the goods may be charged. Payments will be refunded within 30 days of cancellation. Statutory exceptions apply, including goods made to your specifications or clearly personalised. Selecting a standard stock option alone does not automatically make an item personalised.

Our additional 14-day returns

For standard, non-custom goods, we also accept change-of-mind returns within 14 days of receipt if unused, unshot and in their original condition and packaging, with proof of purchase. Contact us for return instructions. For this voluntary return option, you pay the return delivery cost and the original delivery charge is not refundable, unless the law requires otherwise. These conditions do not restrict statutory returns.

Defective, unsafe, damaged or incorrect goods

Please report delivery damage or incorrect items promptly so we can assist. A delay beyond seven days does not remove your statutory rights. Where the Consumer Protection Act applies, goods that fail its quality standards may be returned within six months of delivery without penalty, at our risk and expense. You may choose repair, replacement or a refund as provided by the Act. If a repair fails or a further defect appears within three months of that repair, the remedies required by the Act apply. Other applicable warranties and legal rights remain available.

Custom-made and sale goods retain applicable rights for defects or failure to match the agreed description. Ordinary wear, impact damage, misuse or unauthorised alterations are not themselves manufacturing defects; we will assess the cause fairly. Do not use an arrow you suspect is unsafe.

Return arrangements and refunds

Contact us before posting an item so we can confirm the return address and arrange collection where we bear the cost. A return authorisation helps us track your parcel, but is not a condition that removes a statutory right. Please package items securely and retain proof of sending.

We aim to process approved refunds within 5–10 business days, using the original payment method where possible, and always within any applicable statutory deadline. We will not require store credit instead of a refund where you are legally entitled to money back. Any lawful deduction will be explained. Bank processing time may affect when funds appear.

Exchanges and complaints

Exchanges are subject to stock availability. If a suitable replacement is unavailable, applicable refund rights remain. For questions or complaints, contact Stephan. You may also approach the relevant consumer ombud, National Consumer Commission or a competent court.