Terms & Conditions

INTRODUCTION

Welcome to Sttoke - https://sttoke.com/. Please take the time to read the following terms and conditions as you use Sttoke's service. Sttoke reserves the right to change, modify, suspend or discontinue all or any part of this Site or the services at any time without any notice and this applies to all visitors and all users. By using our website, you agree to such terms and conditions, as well as these Terms and our Privacy Policy

If you have any questions or concerns about the Terms, write to us at hello@sttoke.com.

 

PRIVACY POLICY

Your privacy is very important to us at Sttoke. To better protect your rights we have provided the Sttoke “Privacy Policy” to explain our privacy practices in detail. Please review the Privacy Policy to understand how Sttoke collects and uses the information associated with your Account and/or your use of the Services (the “User Information”).

 

PAYMENT METHOD

All payments are made on this Site through PayPal/Credit Card. We do not store the personal information of your account/ credit card and we do not share your information with any third parties. 

All prices and other charges are payable in U.S dollars. You are solely responsible for the timely payment of all fees. When a payment is initiated, you will be required to submit your billing name, email address, contact number, shipping address, and credit card information. You may provide additional information to verify your payment. If you use a third-party payment processor to complete your purchase, the terms and restrictions of that processor apply to your payment transaction.

 

USER CONTENT

“User Content” means any images, graphics, videos, text, materials or contents that are posted and generated by you on Sttoke's social platforms. 

You hereby grant Sttoke to use, copy, modify your Content user to publicly display, distribute to Sttoke's social platform. You acknowledge that Sttoke is under no obligation to use any of the rights provided in these Terms and that we cannot guarantee the confidentiality of any User Content you submit or upload.

 

TYPES OF CLAIMS

The following claims may be requested by any user who has made a purchase from Sttoke International website (https://sttoke.com) or Sttoke Australia website (https://sttoke.com.au).

(a) Our 30-Day Guarantee

Within 30 days after using the item(s), following the delivery date of your tracking link and if you are not 100% satisfied with the functionality (see below), a refund can be requested (exclude processing fee), or where possible Sttoke will send a replacement item.

Sttoke will, at its option, upon request with sufficient proof (pictures/video) either refund to applicable invoice or replace the defective item(s). The replacement item will be of the same or similar range of products. Proof of purchase/ receipt is required for all claims.

Special conditions to request a refund:

(a) If the colour of the cup you received varies from Sttoke International website, https://sttoke.com/ & Sttoke Australia website https://sttoke.com.au/

(b) Item(s) received with functionality issues, you are eligible for either a refund or replacement item.

    • Insulation problem (The cup loses its ability to keep hot/cold as per Sttoke product disclaimer)
    • Airflow issues with spillproof lid
    • Loose rubber base
    • Leakproof lid leaks

Claims not covered

Sttoke reserves the right to refuse any refunds in the event of these situations:

(a) Bought the wrong item due to misreading/ misunderstanding information

(b) Daily use and normal wear & tear such as paint finishes, dent(s) on the cup, broken/cracked lid from the incident of drops

(c) Minor damage to the packaging box upon delivery

(d) Failure to follow the instructions provided in the packaging (Dishwashing, microwave etc.) 

Reach out to hello@sttoke.com to proceed with the refund. Proof of purchase is required.

(b) 2 years of warranties

Sttoke cares about its users and stands behind every product it sells. While Sttoke cannot guarantee that the item(s) do not wear out, however, it does guarantee a free replacement item for any manufacturing defects (2 years after the purchase date & proof of purchase required). 

Please keep in mind that, we do not cover:

(a) The manufacturer's warranty does not imply that the user can mistreat Sttoke item(s) and expect Sttoke to replace it without any costs/charges.

(b) Daily use & normal wear and tears such as paint finishes, dent(s) on the cup, and damaged lid from the incident of drops, or not following the care instructions provided within the packaging (Dishwashing, microwave etc.) are not claimable under the Sttoke warranty programme.

(c) Sttoke has no control over the movement of the parcel once an order is dispatched, thus minor damage to the packaging box upon delivery is not claimable. Please know that Sttoke has taken every precaution to safeguard your package. If the damage is significant, please send an email to hello@sttoke.com.

(d) Sttoke reserves the right to request images of defective item validation if deemed appropriate for certain requests.

(e) Any defects caused by third-party post-manufacturing material modification (such as post-purchase engraving, monogramming, etc.).

STTOKE will review all cases. In the event that STTOKE deems that a replacement is necessary, Sttoke will replace the same or similar range of products.

If the item(s) were bought from a third-party seller (retailer/reseller/distributor), we recommend you deal with the third-party seller to get a warranty replacement by presenting the proof of purchase.

 

2-DAY SHIPPING

A 2-day shipping option (plus 1-2 processing days) is available for all Sttoke U.S users on eligible item(s).

**Restrictions apply. Not all product(s) are eligible. If the item(s) selected by the user is eligible, the 2-Day Shipping option will be available. Non-eligible item(s) will be shipped out through standard shipping.

Due to shipping restrictions on 2-day shipping, orders with PO box addresses will be shipped out through standard shipping.

Orders placed after business hours on Friday, holidays and weekends will be processed on the next business day.

Sttoke is making every effort to closely monitor every parcel and will ensure its delivered within the estimated time. However, please take note, that Sttoke has no control over orders once parcels are being shipped out hence Sttoke is not liable for any delays (caused by customs checking, flood situations or increasing pandemic cases).

 

CANCELLATION, RETURNS AND REFUNDS

CANCELLATION AND REFUNDS POLICY

Cancellation orders are only allowed by Sttoke with acceptable and valid reasons and reasons for the cancellation is requested. Cancellation requests need to be submitted within six (6) hours after an order has been placed. Any cancellation after six (6) hours will not be entertained as the order has been processed and is ready to ship out. Orders cannot be redirected once they are dispatched.

 

In the event of any approved cancellation, users will receive a full refund minus a small payment processing fee.

Sttoke reserve the right to refuse cancellation for reason including, but not limited to:

(a) Change of mind once an order has been ready to ship out/ dispatched

(b) Daily use/normal wear and tears after 2-3 months of usage

(c) Misreading/ misunderstanding information by the user

(d) Long delivery due to customs inspections in the destination country

 

RETURN POLICY

Returns are only available for US customers who made purchases from Sttoke International website, https://sttoke.com/. Sttoke only accepts item returns in unused condition with Sttoke's original packaging and any return requests need to be made within 14 days of receiving the parcel (following the delivery date of your tracking link).

Send us a message at hello@sttoke.com on why you want to return the item before we process the order. All costs of return shall be borne solely by the purchaser. Proof of purchase and evidence (picture/video) is required to process the return.

After obtaining confirmation from us and within 14 days you are required to send us the returning parcel and share the tracking details at hello@sttoke.com. Return requests will be cancelled and will not be entertained if the return parcel is not sent back to us within 14 days of our return confirmation.

Special conditions to request a return:

(a) After receiving the parcel, if you wish to change the size/ colour, you are required to place a new order and share the order number at hello@sttoke.com. Please arrange for the unused items to be returned to Sttoke.

(b)If the item received varies from the information provided by Sttoke International website https://sttoke.com/, send us a message at hello@sttoke.com

(c)If you bought the wrong lid for your cup (example: A leakproof lid for a spillproof cup)

(d)If your order takes more than 30 business days to reach you, excluding the situations in which Sttoke does not have control such as customs checking, flood situations and increasing pandemic cases

To ensure every return is reasonably fair, Sttoke is NOT ACCEPTING returns for the below reasons:

(a) Used item(s)

(b) Returned parcels missing Reference ID/RMA (the shipment number/ID) or a tracking number on the parcel

(c) Returned parcel is not protected with sufficient packaging & caused damage to the parcel

(d) Item returns for personal reasons such as dissatisfaction, misreading or misinterpretation of information

(e) Returns initiated by users without obtaining confirmation at hello@sttoke.com

(f) Return requests exceeded 14 days & no parcel was sent back to Sttoke

(g) Sttoke’s original packaging has been thrown/ not in a sealable condition (proof of picture/video is required for return)

(h) Delays caused by customs checking, flood situation and increasing pandemic cases

(i) Minor damage to the packaging box upon delivery

(j) Sttoke reserves the right to refuse any refunds if any of these conditions listed above occurred. 

    Sttoke does not have services to facilitate returns outside the United States. You will receive a full refund (excludes processing fee and miscellaneous charges) as soon as your returned parcel is inspected and returned to inventory. Please allow 7-10 business days for this process.

     

    GENERAL INQUIRIES 

    Changes in the shipping address: Changes to shipping addresses made after an order has been placed are subject to additional charges which will be borne by the user.

    Lost parcel during transit: Sttoke will compensate for missing parcels during transit (which must be verified & certified by the Sttoke logistic team) with a new set of products or, if applicable, a refund.

    Loss or stolen parcel: Sttoke is not responsible for any loss or stolen parcel after being delivered to the users’ requested shipping address.

    Damaged parcel box upon arrival: Once an order has been dispatched, Sttoke has no control over the user's parcel, and any damages to the box upon delivery will not be reimbursed.

    Delay in delivery: Sttoke is not liable for any delays caused by the destination's customs inspection.

    Tracking shows delivered, product not received: For orders that are marked as “Delivered” and if the user has not received the parcel, kindly wait for three (3) business days. Reach out to Sttoke at hello@sttoke.com if you do not receive the parcel after 3 business days. Additionally, kindly view the carrier website for any potential service delays in your area that could be affecting your shipment (hurricanes, fires, floods, snow, etc). 

    Extra added service: Users must bear the expense of express delivery when making a request.

     

    DISPUTE RESOLUTION

    Sttoke's purpose is to provide a greater user experience, thus in the event of any dispute between Sttoke and users, both parties will be resolved in a timely and good-faith manner.

    If Sttoke is unable to resolve any issues within a reasonable amount of time [not to exceed thirty (30) days], the user can request mediation and if the mediation cannot be addressed through mediation, the parties are free to pursue any legal claim or remedy that may be available to them.

     

    *Last Revised: 12th August 2022