Returns, refunds & cancellations

Last updated: 5 November 2026

This policy sets out how returns, refunds and cancellations are handled for orders arranged through Stux.

1. Scope and roles

Stux ("we", "us", "our") operates an offer-finding and order-arrangement service. We identify discounted offers and arrange your order with the fulfilling retailer named at checkout (the "Retailer"), and we charge the booking fee displayed before payment. The Retailer alone supplies and delivers the product, collects the cash-on-delivery amount, and picks up and inspects returned items. We do not sell, stock, or deliver products.

2. Return windows

Apparel, footwear, accessories

Raise your return request with us within 9 days, counted from the date of delivery. The Retailer's policy allows 10 days; our window is set one day shorter so that we can file the return with the Retailer within its window.

Innerwear and hygiene categories

Not returnable. Exception: an item that arrives damaged, incorrect, or with missing parts must be reported to us within 4 days, counted from the date of delivery; the Retailer requires reporting within 5 days.

Product-specific policies

Certain products carry a different return or exchange window on the Retailer's product page. Where such a window applies, our request window is that window less one day.

Condition required

The product must be unused and unwashed, with price and brand tags attached, the original packaging intact, and all accessories and included items returned together.

3. Filing and decision

You raise a return request from your Stux order page, or through the Help section of your Stux profile (getstux.app/profile/#help), within the applicable window in Section 2.
We file the return with the Retailer that delivered the order.
The Retailer's courier collects the item, and the Retailer's warehouse inspects it against the conditions in this policy.
The Retailer accepts or declines the return against those conditions. We communicate the outcome to you; we cannot override the Retailer's decision.
A declined return does not by itself extinguish any remedy available to you under applicable consumer law.

When you raise a return, include clear photos that show the item and the issue - for example the defect, damage, or wrong item - together with the price and brand tags and packaging where relevant. These photos are used only to assess your return; please leave out personal information that is not needed for that assessment.

4. Exchanges and replacements

We currently offer returns only. Exchanges are not available through Stux at present. Where the Retailer's policy for a product permits an exchange but not a return, that product is not eligible for a standard return through Stux. This does not affect your rights in respect of defective, damaged, or wrongly delivered goods (Section 7).

5. Refunds

Product price paid on delivery7-10 business days (estimate)

Refunded by the Retailer to your bank account by bank transfer. The refund clock starts when the Retailer receives and verifies the returned product; 7-10 business days is the Retailer's published processing estimate, not a guaranteed arrival date.

Booking fee paid onlineKept on returns

Our fee for finding the offer and arranging your order. It is non-refundable when a product is returned, including the return of a defective or wrongly delivered item, except where applicable law requires otherwise. It is refunded if we cancel your order.

Seller convenience fee in the COD amountKept on returns

Charged by the Retailer within the cash-on-delivery total, not by us. The Retailer's rules treat it as non-refundable on a return; in verified defect or wrong-delivery cases the Retailer's policy permits, but does not guarantee, its refund.

Cash refundsNever

We do not offer cash refunds; refunds are made to a bank account.

6. Cancellations

If we cancel your order before delivery, for example because the item cannot be sourced, we will refund your booking fee. The product price is payable cash on delivery, so no product money has been collected at that point.
Once an order is placed, it cannot be cancelled by you. You may instead decline the delivery at the doorstep; in that case no cash-on-delivery amount is collected, and the booking fee is not refunded.

7. Your statutory rights

Nothing in this policy limits or excludes any right available to you under applicable consumer law, including in respect of defective, damaged, or wrongly delivered goods.