Refund Policy – Stock and Hill (S&H)
This refund policy serves as a guide for customers and partners of Stock and Hill (S&H). Please review the following terms carefully.
IMPORTANT: All refund or return requests must be submitted directly through S&H’s official communication channels. Failure to do so may result in account restrictions or denial of support.
To ensure a smooth and expedited resolution, please provide the following when submitting a claim:
- Clear photos or videos of any damaged item. If a photo does not adequately show the issue, a video is required.
- A screenshot or copy of any customer complaint related to the order. This may include emails, payment gateway disputes (e.g., PayPal), or other official correspondence. Ensure it includes the customer’s name, date, and complaint details.
- If requested by our support team, the product must be returned before a refund or replacement is issued.
Refunds, Replacements, or Returns Will Be Honored in the Following Cases:
- Product arrives damaged or defective
- Item is significantly different from the description
- Order never arrives (confirmed by tracking)
- Wrong product received
S&H reserves the right to request additional evidence and may deny refund requests that do not meet these criteria.
Delayed Orders
At Stock and Hill (S&H), we strive for timely and reliable deliveries. However, in certain cases, orders may experience delays. If your order shows no tracking updates, remains in transit, is pending, or is marked expired 60 days after leaving our warehouse, it may qualify for a resolution (refund or reshipment), subject to the following exceptions:
Country-Specific Exceptions:
a. United States
Delays are evaluated after 45 days from the shipping date.
b. Brazil
Due to strict customs regulations, delays are considered after 110 days from the shipping date.
c. Orders with Liquid Products
For orders shipped using liquid-compatible lines, delays are evaluated after 100 days from the shipping date.
d. Special Shipping Methods
Certain methods are excluded from delay dispute handling. These will be outlined in our shipping policy or notified at checkout.
Important Notes:
In some cases, packages may arrive at the buyer’s nearest post office and remain pending due to:
Incomplete or incorrect address
Package unclaimed
Invalid phone number
Local delivery issues
Buyers are encouraged to check with their local post office promptly if tracking shows delays or pending status.
If tracking systems show a “delivered” status but the recipient reports the package not received, S&H will investigate thoroughly. These cases may take 1–2 months for full verification. However, we cannot guarantee a positive outcome without verifiable evidence.
Orders Not Received
If tracking information confirms that an order has been delivered, Stock and Hill (S&H) is not obligated to provide a refund or reshipment.
However, in rare cases where a customer claims non-receipt despite a “delivered” status, the following conditions apply:
a. Proof of Non-Delivery
To dispute a confirmed delivery, the customer must provide a non-delivery certification issued by their local post office, including an official seal or stamp. Without this documentation, no refund or replacement can be issued.
b. Tracking Alerts
If tracking status shows an “Alert”, the following reasons may apply and may disqualify the order from refund or reshipment:
Incorrect or insufficient address
No such number at delivery location
Unknown recipient
Package refused by recipient
Failure to pick up in time
No safe place to leave the package
Customs clearance failure
Other unforeseen issues
Additional Notes:
a. Delivery Attempts
Local couriers typically attempt delivery 1–3 times, depending on area policies. If undelivered, the package may be held at a local post office for 3–7 days. The customer is responsible for retrieving it within this time. If unclaimed, the package may be returned to the logistics provider. S&H is not responsible for any loss during return transit.
b. Returned Packages
If a return service is available, and the item is sent back to our logistics partner, it will be added to your private inventory (if applicable), but no refund will be issued for such returned items.
c. Unprocessed or Destroyed Packages
Orders that are not followed up on in a timely manner, or that are destroyed by logistics providers due to inaction, are not eligible for refund or replacement.
Damaged Products
At Stock and Hill (S&H), we take product quality seriously and aim to ensure your order arrives in excellent condition. In the event that your bag arrives damaged, we offer the following resolutions:
Full refund or replacement for bags that are badly damaged upon arrival.
Partial refund or replacement for bags with minor, repairable damage, excluding small cosmetic imperfections (e.g., loose threads, minor creasing, or superficial marks due to packaging).
Important Notes:
a.
For fragile bag components (such as buckles, zippers, or structural parts), a full refund is strongly recommended if significant damage is present.
b.
Damaged outer packaging or shipping boxes do not qualify for refunds or after-sale services, as wear is expected during long-distance international transit.
c.
All claims for damaged products must be submitted within 30 days of delivery, along with photographic or video evidence clearly showing the issue.
Incorrect or Missing Items
At Stock and Hill (S&H), we take pride in our packaging and fulfillment accuracy. If you receive an incorrect or incomplete order, we’ll make it right.
a. Incorrect Items
If you receive the wrong product, we will provide either a full refund or a replacement at no additional cost.
b. Incorrect Color or Size (Non-Functional Issues)
If your order arrives with the wrong color or size, but the item still functions as intended, we offer a refund or replacement upon submission of a clear screenshot of your complaint. The screenshot should include:
The customer’s name
A brief description of the issue
The date of the complaint
c. Missing Parts
If non-essential parts are missing (e.g., decorative elements), we may issue a partial refund or ship the missing part.
If the missing part affects the product’s function (e.g., missing strap or fastener), we will ship a replacement item immediately.
d. Missing Accessories
If any accessories (e.g., bag charms, detachable straps) are missing, we will send those items separately as soon as possible.
Sizing Issues
To help us resolve sizing concerns quickly, please measure the item using a standard measuring method and submit a clear photo of the measurement. This allows us to evaluate and resolve the issue with greater speed and accuracy.
Order Cancellation
At Stock and Hill (S&H), we understand that sometimes plans change. We aim to be flexible, but due to the nature of our fulfillment process, cancellations are only possible under the following conditions:
✅ Eligible for Full Refund:
Orders can be fully canceled and refunded only if they have not yet entered processing at our warehouse.
❌ Non-Cancelable Orders (After Payment):
a. Personalized or Custom Orders
Orders involving customization (e.g., monogramming, embroidery, or print-on-demand items) cannot be canceled once payment is received, as production begins immediately.
b. Preorder or Reserved Inventory
Orders for limited, made-to-order, or preorder-exclusive items are non-refundable after payment, as these items are sourced or reserved specifically for you.
c. Media & Content Orders
If you’ve purchased a video or product photography add-on, it cannot be canceled after payment, as preparation and production begin promptly after confirmation.
Important Interpretation
Deadline of Opening Dispute.
You cannot open a dispute if the order status is closed. Your dispute cannot be resolved when tracking information from a third party is untraceable.
Force Majeure.
Stock and Hill (S&H) is not liable for delays, damages, or failures in order fulfillment caused by events beyond our reasonable control. These events may include, but are not limited to:
Natural disasters (e.g., earthquake, flood, storm, heavy snow)
Public health crises (e.g., pandemics, epidemics)
Geopolitical disruptions (e.g., war, international sanctions, civil unrest)
Labor disputes or strikes
Customs inspections or regulatory delays
Widespread shipping disruptions
Communication During Disruptions
In the event of such circumstances, S&H will make every reasonable effort to inform affected customers promptly through official communication channels such as email, SMS, or in-account notifications.
Shipping Method Limitations
At Stock and Hill (S&H), we strive to offer the most reliable and transparent shipping options. However, due to regional limitations and carrier policies, certain shipping methods may not provide full tracking coverage in some countries, states, or cities.
We recommend reviewing the tracking availability of your selected shipping method before completing your order.
Non-Trackable Shipping Destinations
S&H does not accept disputes related to delivery or tracking issues when customers choose non-trackable shipping methods to certain locations. The following methods are known to have limitations in select regions:
PostNL
Electric PostNL
EUB (Economy Untracked)
Standard Postal Routes (CJPacket Postal, Railway Economy, etc.)
Remote Area Surcharge
Please note:
Remote or less accessible delivery addresses may incur additional shipping charges depending on the carrier and service region. These fees will be calculated and displayed at checkout whenever applicable.
Shipping Destination Limitations
Due to ongoing global logistics constraints and limited international transportation options, Stock and Hill (S&H) currently does not ship to certain countries or regions. Orders placed for delivery to these destinations will be automatically canceled and refunded.
Restricted Destinations
We are unable to ship to the following countries and territories at this time:
Brunei, Cambodia, Laos, Vietnam, Andorra, Guernsey, Gibraltar, Greenland, Canary Islands, Iceland, Jersey, Liechtenstein, Monaco, San Marino, Vatican City, Bahrain, Kuwait, Afghanistan, Antigua, Anguilla, Albania, Armenia, Angola, Argentina, American Samoa, Aruba, Azerbaijan, Bosnia and Herzegovina, Barbados, Bangladesh, Burkina Faso, Burundi, Benin, Bermuda, Bolivia, Bahamas, Bhutan, Botswana, Belarus, Belize, Democratic Republic of the Congo, Central African Republic, Congo, Côte d’Ivoire, Cook Islands, Cameroon, Costa Rica, Cuba, Cape Verde, Djibouti, Dominica, Dominican Republic, Algeria, Ecuador, Eritrea, Ethiopia, Fiji Islands, Falkland Islands, Micronesia, Faroe Islands, Gabon, Grenada, Georgia, French Guiana, Ghana, Gambia, Guinea, Guadeloupe, Equatorial Guinea, Guatemala, Guam, Guinea-Bissau, Guyana, Honduras, Haiti, Iraq, Iran, Jamaica, Jordan, Kenya, Kyrgyzstan, Kiribati, Comoros, Saint Kitts, North Korea, Kosovo, Cayman Islands, Kazakhstan, Lebanon, Saint Lucia, Sri Lanka, Liberia, Lesotho, Libya, Morocco, Moldova, Montenegro, Madagascar, Marshall Islands, North Macedonia, Mali, Myanmar, Mongolia, Saipan, Martinique, Mauritania, Montserrat, Mauritius, Maldives, Malawi, Mozambique, Namibia, New Caledonia, Niger, Nigeria, Nicaragua, Nepal, Nauru, Niue, Oman, Panama, Peru, Tahiti, Papua New Guinea, Pakistan, Palau, Paraguay, Qatar, Réunion, Romania, Serbia, Rwanda, Solomon Islands, Seychelles, Sudan, St. Helena, Sierra Leone, Senegal, Somalia, Suriname, South Sudan, São Tomé and Príncipe, El Salvador, Syria, Eswatini, Turks and Caicos Islands, Chad, Togo, Tajikistan, Timor-Leste, Turkmenistan, Tunisia, Tonga, Trinidad and Tobago, Tuvalu, Tanzania, Ukraine, Uganda, Uruguay, Uzbekistan, Saint Vincent, Venezuela, British Virgin Islands, U.S. Virgin Islands, Vanuatu, Samoa, Bernel, Curaçao, Sint Eustatius, Saint Martin, Nevis, Somaliland, Saint Bafulimi, Yemen, Mayotte Island, Zambia, Zimbabwe.
We are working to expand our logistics network and will update this list as availability improves.
Returns
At Stock and Hill (S&H), your satisfaction is important to us. While we do accept returns on eligible products, we kindly note that international returns can be costly and slow, and in many cases, may not be the most efficient solution.
Important Notes:
Returns must be initiated within 30 days of receiving your order.
Return shipping costs are the responsibility of the customer unless the item was received damaged or incorrect.
Returned items must be unused, in original condition, and with all original packaging intact.
We currently only accept returns to our designated return facility and do not provide prepaid return labels for international orders.
Recommendation:
Due to the high cost and potential delays associated with international shipping, we do not recommend returning items unless necessary. In many cases, our support team can offer alternative solutions such as partial refunds, replacements, or store credit.
If you still wish to proceed with a return, please contact our support team for return instructions and address details.
Service-Based
Certain products offered by Stock and Hill (S&H) may fall under the category of service-based, custom-crafted, or third-party sourced items. These include personalized, limited-edition, or specialty services not manufactured in-house.
Limitations of Responsibility:
a. Shipping or Transit Damage
In rare cases where damage or delay occurs during shipping of service-based items, we may be unable to provide a full refund depending on the fulfillment partner involved.
b. Third-Party Sourcing or Craftsmanship
If an item is supplied by a third-party artisan or manufacturer, and is not produced by S&H directly, disputes related to quality may be limited by the policies of that supplier.
c. No S&H Quality Control
For any service product that has not undergone S&H’s internal quality check, refund and return eligibility may be restricted.
We recommend reviewing product details and policies listed on each product page. For any questions, contact our support team before placing your order.
Disputes We Cannot Accept
At Stock and Hill (S&H), we strive to provide fair and prompt resolutions. However, the following reasons are not eligible for refund, return, or dispute:
Non-Acceptable Dispute Reasons:
a. The buyer simply does not like the item.
b. Claims that the product description was misleading without prior inquiry or evidence.
c. The product has an unfamiliar or unexpected smell.
d. The customer ordered the wrong item, size, or SKU.
e. An incorrect or incomplete shipping address was provided.
f. Differences or expectations that were already agreed upon or clarified in advance.
g. Tracking information was removed or altered by postal carriers or logistics providers.
h. Packages were returned, detained, or destroyed due to customs non-compliance by the recipient, including failure to submit required documentation or duties.
We strongly encourage all customers to review product details and ensure accurate shipping information before placing an order. For any questions, our support team is here to help before you complete your purchase.
Need Help?
At Stock and Hill, we’re committed to providing exceptional service and support. If you have any questions or need further assistance, please don’t hesitate to contact our support team. We’re here to help.