Return and Exchange Policy

Version V3.1 - Last updated: May 2026 - Applies to all online orders placed through stengeg.com.

At STENG, we aim to provide a comfortable and reliable shopping experience. If you are not satisfied with your order for any reason, we are here to help. This policy applies to all orders placed through stengeg.com and to eligible returns or exchanges handled through STENG branches.

Contents

1. Approved Timeframes
2. Conditions for Accepting Returns and Exchanges
3. Non-Returnable and Non-Exchangeable Items
4. Return and Exchange Methods
5. Refund Process
6. Defective Products or Wrong Orders
7. Pre-Shipment Cancellation
8. Returns and Exchanges During Promotions and Sales
9. valU and Premium Returns
10. Return Tracking
11. Contact Channels for Return Requests

1. Approved Timeframes

2. Conditions for Accepting Returns and Exchanges

To accept a return or exchange request, all of the following conditions must be met:

• The product must be in its original condition. Trying on the product is allowed, provided that all tags and labels remain attached and have not been removed.
• The product must not have been washed, ironed, damaged, altered, or modified.
• The original packaging must be retained, where applicable.
• The invoice or order number must be available when requesting a return or exchange.

Notice

If the conditions above are not met, the Company may refuse the request and return the product to the customer at the customer's expense.

3. Non-Returnable and Non-Exchangeable Items

For health, safety, and product-specific reasons, returns and exchanges are not accepted in the following cases:

• Underwear of all types.
• Socks.
• Swimwear.
• Products that have been washed, ironed, damaged, or altered after receipt.
• Products from which tags or labels have been removed.
• Products purchased as part of special bundles or promotions that are expressly marked as non-returnable.

4. Return and Exchange Methods

You may request a return or exchange through one of the following two methods.

Method 1: Through Any STENG Branch

This is the fastest and easiest method.

• Please contact us first by WhatsApp or email and provide your order number and the reason for the return or exchange, so we can review the request and coordinate with the most suitable branch before your visit.
• Once confirmed, visit the selected branch with the product and the invoice or order number.
• The product will be inspected immediately at the branch to confirm that it meets the acceptance conditions.
• For exchanges, the product will be exchanged immediately if the replacement is available at the branch. If the replacement has the same value, no difference is due. If it has a higher value, the customer pays the difference. If it has a lower value, the difference is refunded in cash.
• For returns paid by cash or cash on delivery, the refund is paid in cash immediately at the branch.
• For returns paid by Visa, Mastercard, or credit card, the branch receives the product and the refund is processed to the same card within 5 to 14 business days.
• The customer signs the invoice when the transaction is completed as part of the documentation process. In exchange cases, or any case where the branch may need to contact the customer later, the signature must include the customer's name and mobile number.
• No shipping fees are charged for returns or exchanges handled through a branch.

Important Information

Branch return and exchange service is available for eligible online orders, except for valU/Premium orders and cases expressly excluded by this policy. Those cases are handled through the online team and courier process. STENG branches are part of the same unified STENG system, and online products are the same branch products with the same quality and warranty.

Method 2: Through the Shipping Courier

• Contact us by WhatsApp or email with your order number and the reason for the return or exchange.
• Customer service will review the request and may try to offer a suitable alternative, such as a different size, color, or product, before approving a return.
• For courier exchanges, we first confirm that the replacement is available in stock, schedule courier pickup for the original product, then send the replacement within 3 to 5 business days after receiving the returned product.
• If the replacement is not available, we will notify you and you may choose either to wait or to proceed with a full return.
• If the replacement has the same value, no difference is due. If it has a higher value, the customer pays the difference. If it has a lower value, the difference is refunded to the customer.
• If the customer insists on a return, the request is confirmed and courier pickup is scheduled within 24 business hours.
• Once the product reaches us, it is inspected within 3 to 5 business days. If accepted, the refund is processed or the replacement is sent.

Shipping Fee Allocation When Using the Courier

*STENG covers the return and replacement shipping fees for the defective product only. If the customer wishes to return correct products from the same order, the shipping fees for those products are the customer's responsibility.

Maximum Courier Exchanges

A maximum of two courier exchanges are allowed for the same product in the same order. After that, a full return will be processed. Exchanges handled through a branch are not subject to this limit.

5. Refund Process

Shipping fees are deducted from the refunded amount in ordinary change-of-mind returns handled through the courier. In cases of a manufacturing defect or a mistake by STENG, the full amount is refunded without deductions. Returns handled through a branch are not subject to shipping fees.

If your refund has not arrived after 14 business days, please contact your bank first, then contact us directly by WhatsApp or email.

6. Defective Products or Wrong Orders

If you receive a product with a clear defect or a product different from what you ordered:

• Notify us within 72 hours of receipt by WhatsApp.
• Attach a clear photo or video of the product and the defect.
• Send your order number and contact details.
• We will review the case and respond within 24 business hours.
• If confirmed, we will send a courier to collect the product at our expense and will either send a replacement or issue a full refund. Alternatively, you may visit the nearest branch after prior coordination with us.

Important Note

Please photograph the product immediately upon receipt as proof of condition. Reports made more than 72 hours after receipt will be treated as ordinary returns and may not qualify for free compensation.

7. Pre-Shipment Cancellation

• You may cancel an order before it is handed over to the shipping company by contacting us immediately.
• Once the order has been handed over to the carrier and a shipping waybill has been created, cancellation is no longer available and the return process must be followed.
• If cancellation is successful, the full amount is refunded without deductions.

8. Returns and Exchanges During Promotions and Sales

• Returns and exchanges during promotions are accepted under the same general conditions.
• For returns, the refunded amount is the amount actually paid after discount, not the original price.
• For exchanges during or after a promotion, the exchange is based on the same offer or discount applied at the time the original order was created, not the current offer at the time of exchange. This ensures that the customer receives the same value as the original transaction without an additional discount or surcharge.
• If the customer wishes to place a new order after a return, the current promotional price at the time of the new order will apply.
• Products expressly marked in the promotion as non-returnable are not covered by this policy.

9. valU and Premium Returns

• Returns and exchanges for valU/Premium orders are handled through courier only and cannot be processed through branches.
• Partial returns are not available for valU/Premium orders. The full order must be returned.
• If the customer wants a partial return, store credit will be issued for the value of the returned product. The store credit is valid for 90 days and may be used for online orders only.
• The customer bears shipping fees where there is no manufacturing defect.
• The order value is refunded through valU/Premium within 14 business days from the date the return reaches us.

10. Return Tracking

• After we receive the product through the courier or branch, you will receive a confirmation notice by WhatsApp or email.
• Inspection takes 3 to 5 business days for courier returns and is immediate for branch returns.
• Once inspection is complete, you will receive a message with the result of the request and the expected refund date or replacement dispatch date.
• If the request is rejected, we will return the product to you and explain the reason for rejection.

11. Contact Channels for Return Requests

Legal Notice

STENG reserves the right to amend this policy at any time. Any amendments apply to orders placed after the amendment date. If there is any conflict between this policy and any other communication, the official document published on stengeg.com will prevail.