STMS Group Ltd – Returns & Refunds Policy

We want you to be happy with your order. Because all products we supply are made to order using print‑on‑demand production, our returns process is slightly different from traditional retail. Please read the policy below before requesting a return.

1. Requesting a Return (RMA Required)

To return an item, you must obtain an RMA (Return Merchandise Authorisation) number.

To request an RMA, email us at sales@stms.studio with:

  • Your order number

  • The date of purchase

  • The item(s) you wish to return

  • The reason for the return

  • Whether you would prefer a replacement or a refund

Once issued, your RMA number must be written clearly on the outside of the return parcel.

2. What Can Be Returned

Because all items are produced specifically for each order, we cannot accept returns for:

  • Wrong size ordered

  • Change of mind

  • Preference‑based returns (colour, fit, style, etc.)

We can accept returns or provide replacements/refunds if:

  • The product is faulty

  • The print/decoration is incorrect

  • The item arrives damaged

  • You received the wrong item

All return requests must be made within 30 days of receiving your order.

Items showing any signs of wear, washing, or use are not eligible for return.

3. Faulty or Incorrect Items

If your item is faulty or incorrect, we will:

  • Replace the item free of charge, or

  • Issue a refund

We may ask you to provide photographic evidence of the fault. In some cases, we may authorise disposal of the faulty item instead of requiring a physical return.

4. Shipping Costs

  • If the item is faulty or incorrect, we will cover return shipping or provide an alternative resolution.

  • If the return is not due to a fault (e.g., unauthorised return attempt), the customer is responsible for all return shipping costs.

  • We do not reimburse shipping charges unless the item is confirmed faulty.

5. How to Return Your Items

  1. Email sales@stms.studio to obtain your RMA number.

  2. Clearly write the RMA number on the outside of the parcel.

  3. Send the parcel to:

STMS Group Ltd – Returns 14B Metal and Ores Industrial Estate, 138 Hanbury Road
Bromsgrove
Worcestershire
B60 4JZ
United Kingdom (Replace with your actual returns address)

Returns sent without an RMA number may be rejected or delayed.

6. Refunds

Once your return is received and inspected (or photographic evidence is approved), we will process your refund to your original payment method. Refunds typically take 3–7 business days depending on your bank.

7. Exchanges

If you request a replacement for a faulty or incorrect item, we will produce and ship a new item at no cost once your RMA is approved.

8. Print‑on‑Demand Policy Reminder

All products are printed individually to order. For this reason, we cannot accept returns for:

  • Wrong size ordered

  • Change of mind

  • Ordering errors

Please check size guides and product details carefully before placing your order.