Shop Returns & Refunds Policy

Version 1 — Effective April 15, 2026

This policy applies to physical merchandise (Pet Tags, keychains, and similar personalized items) purchased through the Stantinel mobile application. It supplements the Stantinel Terms of Sale.

Our short version

Everything we sell is custom-made with your pet's name and your personal QR code. We don't accept returns on items that are made correctly to your approval, because we can't resell or restock a personalized tag. But if something arrives damaged, defective, or wrong through our fault, we'll replace it or refund you — you don't even have to send it back.

1. No returns on personalized items

Each Stantinel Pet Tag or Personal Emergency Tag is customized with the specific pet name and QR code you approved before checkout. Because the item is made for you and cannot be resold, we do not accept returns or issue refunds for reasons such as:

• You changed your mind.
• You entered the wrong spelling, nickname, or information and approved it.
• You decided a different design would look better.
• The color, finish, or size is different from what you expected despite matching the product listing.

Please review your customization carefully on the "Approve customization" screen before paying.

2. Exceptions — when we will replace or refund

We will replace or refund your item at no cost to you if any of the following apply:

• Damaged in transit — the item arrives cracked, dented, scratched, or otherwise physically damaged because of shipping.
• Manufacturing defect — the item has a flaw in materials or workmanship (bad customization quality, loose fastener, broken ring, etc.) that is not caused by normal use.
• Wrong customization on our side — the text, QR code, or design on the item does not match what you approved. If it matches your approval, it is not a defect.
• Wrong item shipped — we sent you a different product than what you ordered.

3. How to report a problem

You have 14 days from the day your item is delivered to report a defective, damaged, or incorrect item.

There are two ways to report:

Option A — in the app (preferred)

1. Open the Application (Stantinel Pets, Stantinel Care, or Stantinel Sitter).
2. Go to Settings → My Orders.
3. Tap the order in question.
4. Tap Report a problem.
5. Fill in the issue type, describe what's wrong, and attach up to 3 photos.

Option B — by email

Email [email protected] with:

• Your order number (find it under Settings → My Orders).
• A short description of the problem.
• Photos of the defect, damage, or incorrect customization.

Photos are extremely helpful and usually speed up the resolution significantly.

4. What happens next

• We review every report and respond within 2 business days, usually sooner.
• If your report qualifies under Section 2, we will, at our choice:
  • Replace the item at no cost to you — we'll re-customize and ship a new one; or
  • Refund the purchase price to your original payment method.
• You do not need to return the defective item. Keep it, recycle it, or throw it out — whichever you prefer.

5. Lost shipments

If your package has not been delivered within the upper end of the estimated shipping window plus an additional 14 days, please contact us at [email protected]. At your choice, we will:

• Ship a replacement at no additional cost; or
• Issue a full refund to your original payment method.

We do not require proof of non-delivery beyond your statement. If the package later arrives after we have already refunded or replaced it, you are welcome to keep it.

6. Incorrect shipping address

If you provide an incorrect or incomplete shipping address at checkout, we are not responsible for delays or non-delivery resulting from the address error. We will do our best to help:

• If the package has not yet shipped, we will update the address at no cost.
• If the package has shipped and is returned to us by the carrier, you may be charged the cost of re-shipping.
• If the package is delivered to the wrong address because of your entry error, we cannot issue a replacement or refund.

Please double-check your shipping address before confirming your order.

7. Order cancellations

Because production starts as soon as your payment is confirmed, cancellations are generally not possible once your order is submitted. If you need to cancel, contact us at [email protected] as soon as possible. We will check with our fulfillment partner, and:

• If production has not yet started, we will cancel and refund you in full.
• If production has already started, we cannot cancel the order, but the item will still be shipped to you.

8. Refunds

When we issue a refund, we refund to your original payment method (the card, Apple Pay, or Google Pay account you used at checkout). Refunds are processed through Stripe and typically appear on your statement within 5–10 business days, depending on your bank.

We do not issue refunds as store credit or cash.

9. Statutory rights

Nothing in this policy limits any rights you have under applicable consumer protection law (including the BC Business Practices and Consumer Protection Act, Canada's federal Competition Act, or similar laws in your jurisdiction) that cannot be waived by contract. The 14-day reporting window in Section 3 is a contractual claim deadline; it does not extinguish any statutory rights you may have to a remedy for a defective product.

If you believe you have a statutory right that goes beyond what this policy offers, please contact us at [email protected] and we will respond in good faith.

10. Questions

If you have questions about this policy, or you're not sure whether your issue qualifies for a replacement or refund, please contact us at [email protected] before assuming the answer is no. We read every email and we would rather have a short conversation than leave you unhappy.

Version 1 — Effective April 15, 2026

Stantinel
9300 University Crescent
Burnaby, BC, V5A 4X9
Canada