Refund policy

All sales are final
We do not accept returns, exchanges or refunds for change of mind, unwanted items, or items ordered by mistake without a full review and investigation process. Please review your order carefully before completing your purchase.

Damaged, defective or incorrect items
Refunds and replacements are only considered when an item arrives damaged, defective, or different from what you ordered, and only after our team has completed an investigation into the claim.

14-day claim window
Claims must be submitted within 14 days of receiving your order. Claims submitted after 14 days will not be reviewed under this policy. Manufacturing defects that appear after this period are handled under our warranty (see below).

How to submit a claim
Email admin@sftradeae.com with:

  • Your order number
  • Clear photos or video showing the item, the issue, the outer packaging and the shipping label
  • A short description of the problem

Please keep the item and all original packaging until your claim is resolved.

Our investigation process

  • We review all evidence submitted and may request additional information. If requested information is not provided within 5 business days, the claim will be closed.
  • We may ask you to send the item back for inspection. Items must only be sent after we issue a written return authorisation and shipping label. Items sent without authorisation will be refused and will not be refunded.
  • We aim to reach a decision within 7 business days of receiving all required information.
  • Based on our findings, we will decide the appropriate resolution, which may be a replacement, a partial refund, or a full refund. Our decision is final.

Claims that are not eligible

  • Damage caused by misuse, accidents, improper cleaning or care, or failure to follow product instructions
  • Normal wear from regular use
  • Items that have been altered, repaired or modified
  • Claims without sufficient photo or video evidence
  • Claims submitted more than 14 days after delivery
  • Sale items and gift cards, unless the item is defective

Warranty
Manufacturing defects that appear after the 14-day claim window are covered by our 1 Year Warranty. Warranty claims follow the same investigation process and are resolved by replacement, not refund.

Refunds
If a refund is approved, it will be issued to your original payment method within 10 business days of approval. Your bank or card provider may take additional time to post it. Original shipping fees are non-refundable unless the error was ours. If more than 15 business days have passed since approval, contact us at admin@sftradeae.com.

Your legal rights
Nothing in this policy limits any rights you have under applicable consumer protection law. If your order is delivered to the European Union or United Kingdom, you have a statutory right to cancel within 14 days of delivery without giving a reason, provided the item is unused and in its original packaging.

Contact
For any questions, email admin@sftradeae.com.