Refund Policy

This Refund Policy is formulated for all product return and refund services on the global e-commerce platform stihlusaussale.com, clarifying the applicable scope, return conditions, refund process, refund time, refund method and all related rules. This policy is combined with our platform’s business characteristics, product attributes and global after-sales service standards, and cooperates with the 60-day free return service to fully protect the legitimate consumption rights and interests of every customer who shops on stihlusaussale.com. All users who complete purchase transactions on stihlusaussale.com must read and understand this Refund Policy carefully. By initiating return and refund applications on our platform, you confirm that you fully accept and abide by all clauses of this policy. Our platform sells science-supported and eco-friendly Soylent full-nutrition meal replacement products. We have always maintained a tolerant, sincere and responsible attitude in after-sales services, and strive to resolve all return and refund demands efficiently and fairly.

This Refund Policy applies to all standard products sold on stihlusaussale.com, covering all Soylent meal replacement series goods displayed on the website. Our platform implements a unified 60-day free return rule. The 60-day return period is calculated starting from the day when the customer successfully signs for the goods. Within 60 calendar days after receiving the products, customers can initiate a return and refund application for any reasonable reason. We do not set harsh return restrictions or deliberately raise the return threshold, and fully respect every customer’s consumption experience and personal choice.

To ensure the normal progress of the return and refund process, the returned products must meet the following basic conditions. First, the main body of the product must be intact, without man-made damage, extrusion, breakage, mildew or contamination. Second, the original outer packaging, product accessories, labels, instructions and attached gifts of the product must be kept completely. Third, the product shall not be used in large quantities, and large-area opening, long-term storage or secondary sales damage caused by the customer shall not occur. As food-type meal replacement products, our Soylent goods have strict requirements on preservation and hygiene. If the product has been completely opened, eaten in large quantities, or deteriorated due to improper storage by the customer, we have the right to reject the return and refund application.

For products with quality problems, damage during transportation, wrong delivery of goods and other problems caused by our platform and logistics side, they are not restricted by the above partial use regulations. After the customer provides real photos, videos and other proof materials, we will directly approve the return application and handle the follow-up refund work. All return services on stihlusaussale.com are free of charge. We will not charge customers any return handling fees, appraisal fees or service fees throughout the process.

The return and refund process of stihlusaussale.com is simple, clear and humanized, divided into multiple standard steps to ensure that customers can complete the operation smoothly. The first step is to submit a return application. Customers who need to return goods shall log in to their personal account on stihlusaussale.com, enter the order details page of the corresponding transaction, click the return and refund button, and fill in the return reason, detailed description of the problem and contact information truthfully. Meanwhile, customers can attach pictures or videos of the product status to speed up the review progress. You can also directly send an email to support@stihlusaussale.com with your order number, return reason and product proof materials to initiate a return application.

The second step is platform review. Our professional after-sales review team will review your return application and attached materials within 1 to 2 working days. For applications that meet the return conditions, we will approve the application and send the return address, return precautions and follow-up operation guidelines to the customer’s reserved email and order page. For applications that do not meet the return conditions, we will also reply to the customer one by one, explain the specific reasons for rejection, and provide reasonable suggestions.

The third step is to send back the goods. After receiving the return address, customers need to pack the products firmly and completely in accordance with the requirements, and send the goods back to the designated return address. After sending the goods, please fill in the return logistics tracking number on the order return page of stihlusaussale.com in a timely manner for our staff to track the returned goods. During the return transportation, customers are requested to ensure that the packaging is firm again to avoid secondary damage to the products.

The fourth step is goods inspection and refund initiation. After we receive the returned goods, the professional inspection team will inspect the appearance, integrity and status of the products within 1 working day. After confirming that the products meet the return standards, we will immediately start the refund process. Our platform clearly stipulates that all refunds will be completed within 5 to 10 working days after the goods are inspected and accepted. Working days do not include weekends and official holidays.

All refunds on stihlusaussale.com will be returned through the original payment channel, which means the funds will be refunded to the payment account you used when placing the order. We support all mainstream payment methods commonly used by global customers, and the refund path is completely consistent with the payment path, which can effectively ensure the security of funds. We do not support changing the refund account or transferring the refund to other third-party accounts to prevent fund risks and account disputes.

The 5 to 10 working days we promised is the time for our platform to complete the refund operation. The specific time for the refund funds to arrive in the customer’s account is also affected by the processing rules of the customer’s payment institution, bank clearing cycle and cross-border fund transfer rules. In general, after our platform completes the refund, electronic payment accounts can receive the funds within 1 to 3 working days; bank card payments may take 3 to 7 working days due to bank review and cross-border transfer. If you still do not receive the refund funds 10 working days after we complete the refund, please first contact your payment provider or bank to inquire about the fund arrival status. If the problem cannot be solved, please contact our customer service team with the order number and refund record, and we will assist you to track the refund funds.

All product prices on stihlusaussale.com are uniformly denominated in USD, so all refund amounts will also be calculated and settled in USD. The refund amount is subject to the actual payment amount of the customer’s order. For full return orders, we will refund the full payment amount; for partial return orders, we will refund the corresponding amount of the returned products according to the unit price of the goods. Since our platform provides free global shipping for all orders, there is no need to deduct shipping fees from the refund amount.

For individual special orders and special scenarios, we have formulated targeted supplementary rules. First, for bulk wholesale orders submitted through the wholesale channel, the return and refund rules shall be negotiated separately with the wholesale team. Wholesale customers can contact wholesale@stihlusaussale.com to confirm the return cycle, return quantity and refund rules before placing bulk orders.

Second, for orders that have exceeded the 60-day return period, we will generally not accept return and refund applications. But if the product has inherent quality problems that are found after the return period, customers can provide detailed quality inspection proof, and our team will conduct special review according to the actual situation.

Third, for orders returned repeatedly or malicious return applications, our platform has the right to reject subsequent return requests. We respect the legitimate rights and interests of customers, and also safeguard the normal operating order of the platform. Malicious returns, fraudulent refunds and other improper behaviors will be recorded, and we will retain the right to pursue relevant responsibilities.

Fourth, in the event of platform system failure, order information error and other system problems leading to abnormal orders, customers can apply for cancellation, return or refund free of charge. Our team will take the initiative to correct the order information and complete the refund as soon as possible.

Our platform provides free return service, and we bear all the costs related to return logistics for eligible return orders. Customers do not need to pay any return shipping fees when returning goods. We will uniformly arrange the return logistics plan and related cost settlement. Customers only need to complete the packaging and delivery of the goods in accordance with the guidelines.

During the whole return and refund cycle, our customer service team will keep track of the order progress. If you encounter difficulties in packaging, delivery, logistics tracking and other links, you can consult support@stihlusaussale.com at any time. Our staff will provide one-on-one guidance to ensure that every return process is smooth.

stihlusaussale.com reserves the right to revise, supplement and update this Refund Policy according to business development, after-sales service optimization and changes in relevant regulations. All adjusted policies will be posted on the prominent position of the website in advance. After the policy is updated, continued use of the website and application for return and refund services means that you recognize and accept the new policy content. If you have any questions about the clauses of this Refund Policy, please contact our customer service mailbox for consultation. We will always adhere to the principle of fairness, openness and customer first, and do our best to solve all after-sales problems for global customers.