1. Overview

This Refund and Returns Policy applies to purchases made through www.festestockco.com, operated under the brand name Festestockco.

We aim to handle return requests, refunds, exchanges and delivery issues in a clear and consistent manner. All requests are assessed according to the circumstances of the order and the applicable consumer protection requirements.

This policy applies to customers ordering for delivery to eligible European destinations. It should be read together with our Terms and Conditions and Shipping Policy.

2. Right to Withdraw Within 14 Days

Where the statutory right of withdrawal applies to a consumer purchase under applicable European Union law, the customer may withdraw from the purchase within 14 days of receiving the goods, without giving a reason.

To exercise this right, the customer must notify us of the decision to withdraw within the applicable 14-day period. The notification may be sent by email to stock@festestockco.com.

Please include the following information in the request:

• Order number
• Name used when placing the order
• Date the goods were received
• Items to be returned
• A clear statement that you wish to withdraw from the purchase

After notifying us, the customer should send the goods back within 14 days of informing us of the withdrawal, unless another arrangement is agreed.

Customers may inspect goods to the extent reasonably necessary to establish their nature, characteristics and functioning. Where handling goes beyond what would ordinarily be permitted for such inspection and results in diminished value, the customer may be responsible for that reduction to the extent allowed by applicable law.

The right of withdrawal is subject only to exceptions permitted by the relevant law. We will not apply an exclusion where it is not legally applicable.

3. Return Address

For returns from eligible European destinations, please use the following return address:
62 Ubi Road 1, #02-03, Oxley BizHub 2
Singapore 408734

Before sending a return, customers should contact stock@festestockco.com to notify us of the return and obtain any relevant instructions.

Please include the order number and the details of the items being returned so that the parcel can be associated with the correct order.

Customers should retain the return tracking information or proof of postage until the return has been completed. Unless otherwise agreed or required by law, customers arranging a change-of-mind return are responsible for the direct cost of returning the goods, provided this responsibility was disclosed before the purchase.

4. Faulty, Damaged or Incorrect Goods

If goods arrive damaged, faulty or different from the items ordered, customers should contact stock@festestockco.com as soon as reasonably practicable after identifying the issue.

Please provide:

• Order number
• Description of the issue
• Photographs showing the damage, fault or incorrect item, where available

We will review the information and determine an appropriate resolution based on the circumstances and applicable law. Depending on the case, this may include a replacement, a refund or another remedy available under the relevant consumer protection rules.

Where the information provided is sufficient to assess the issue, we may arrange a refund or replacement without requiring the affected goods to be returned. If further information or the return of an item is reasonably necessary, we will explain the next steps.

Photographs help us assess a reported issue, but the absence of photographs will not, by itself, remove a customer’s statutory rights. Customers retain any applicable rights relating to goods that are faulty, damaged or not in conformity with the sales contract.

Where a return is required because goods are faulty, damaged or incorrectly supplied, we will provide appropriate return instructions and meet the return costs where required by applicable law.

5. Refund Eligibility and Assessment

Refund requests are reviewed according to the reason for the request, the order details, the condition of returned goods where relevant, and applicable legal requirements.

A refund may be available in the following circumstances:

• The customer validly exercises an applicable statutory right of withdrawal.
• Goods arrive faulty, damaged or incorrectly supplied.
• An order is confirmed to be lost or remains undelivered in circumstances where a refund is due.
• A refund is otherwise required under applicable law or agreed as an appropriate resolution.

For a change-of-mind return, the goods should be sent back within the applicable return period. Any reduction in value resulting from handling beyond what is reasonably necessary to inspect the goods may be taken into account where permitted by law.

We will not reject a valid statutory claim solely because the original packaging has been opened. The relevant legal rules and the circumstances of the return will determine how the request is handled.

6. Refund Processing and Payment Methods

Depending on the payment options made available at checkout, customers may pay using:

• Visa
• Mastercard
• American Express
• Apple Pay
• Google Pay
• Other supported electronic wallets displayed at checkout

The available payment options may vary according to the customer’s location, device and checkout configuration.

Approved refunds will generally be issued to the original payment method used for the order, unless another method is agreed with the customer or required by applicable law.

For a valid withdrawal, we will issue the refund within the period required by applicable law, generally no later than 14 days after receiving the customer’s withdrawal notification. Where the law permits, we may withhold the refund until we have received the returned goods or the customer has supplied evidence that the goods have been sent back, whichever occurs first.

After the refund has been issued, the time required for the funds to appear in the customer’s account depends on the payment provider and the customer’s financial institution. We will provide relevant confirmation where available.

Unless otherwise required by law, the refund will include the applicable standard outbound delivery charge. Additional costs arising from a more expensive delivery option selected by the customer may be excluded to the extent permitted by law.

7. Orders Delayed Beyond the Estimated Delivery Period

Orders dispatched to eligible European destinations have an estimated transit time of 5–12 business days from dispatch. Actual delivery may vary according to the destination, carrier operations, customs processing and local delivery arrangements.

If an order has not arrived within the estimated period, customers may contact stock@festestockco.com with their order number.

We will review the tracking information and, where appropriate, investigate the shipment with the relevant carrier, which may include DHL, FedEx or UPS Priority services.

Following review of the available information and the circumstances of the case, an appropriate resolution may include a replacement shipment or a full refund. Any applicable statutory rights relating to non-delivery, cancellation or reimbursement remain unaffected by the carrier investigation.

An estimated delivery period does not remove any mandatory delivery deadline or remedy provided by applicable law.

8. Exchanges and Replacement Orders

Where a customer receives a faulty, damaged or incorrect item, we may offer a replacement where appropriate and consistent with the customer’s legal rights.

Replacement arrangements depend on the item, availability and delivery destination. If a replacement cannot reasonably be arranged, or if a refund is required under applicable law, we will handle the matter accordingly.

Customers should contact stock@festestockco.com before sending an item back for an exchange or replacement.

9. Order Cancellation

Customers who wish to cancel an order should contact stock@festestockco.com as soon as possible and provide their order number.

If the order has not yet been dispatched, we will review whether cancellation can be processed before shipment. Once dispatch has taken place, the customer may need to follow the applicable withdrawal and return procedure.

Nothing in this section limits any statutory cancellation or withdrawal right available to the customer.

10. Non-Exclusion of Statutory Rights

This policy operates alongside applicable consumer protection laws in the European Union and Singapore.

For eligible EU consumer purchases, statutory rights may include the right of withdrawal, remedies for non-conforming goods and rights relating to delayed or missing deliveries. These rights cannot be excluded or reduced where the law prohibits such restrictions.

Where mandatory legal requirements apply to a transaction, they take precedence over any inconsistent provision in this policy. Any provision that cannot lawfully be applied will be limited to the extent necessary, without affecting the remaining provisions where legally permitted.

11. Contact Information

For return requests, refund enquiries, damaged goods or order cancellations, please contact:
Address: 62 Ubi Road 1, #02-03, Oxley BizHub 2, Singapore 408734
Telephone: +65 6443 5526
Email: stock@festestockco.com
Website: www.festestockco.com

Please include your order number and a clear explanation of your request so that we can review the matter efficiently.

We aim to respond to customer enquiries within 24 hours. If additional information is needed, we will follow up as soon as reasonably practicable.