StemToysOnline.com
Operated by Twin Isles Export Ltd.
Effective Date: 15/02/2026
Company Details:
Twin Isles Export Ltd. (Company No. 804995)
VAT No. IE4548222NH
6 Fern Road, Sandyford, Dublin D18 FP98, Ireland
Email: hello@stemtoysonline.com
This Returns & Refunds Policy applies to purchases made through StemToysOnline.com (“Website”) and is incorporated into our Terms and Conditions.
1. Consumer Right to Cancel (14-Day Cooling-Off Period)
If you are a consumer (an individual acting for purposes wholly or mainly outside your trade, business, craft, or profession), you have the legal right to cancel your purchase within 14 days without giving any reason.
1.1 Cancellation Period
The cancellation period expires 14 calendar days after:
- the day you (or a third party nominated by you, other than the carrier) takes physical possession of the goods; or
- where goods are delivered in multiple parcels, the day you (or your nominee) receives the last parcel.
1.2 How to Exercise the Right to Cancel
To cancel, you must clearly inform us of your decision (e.g., by email). Please include:
- Order number
- Your name and address
- The item(s) you wish to return
- Date of order / date received
Email: hello@stemtoysonline.com
You may use the following wording (not mandatory):
“I hereby give notice that I cancel my contract of sale for the following goods: [items], ordered on [date] / received on [date].”
2. Returns After Cancellation
After notifying us of cancellation, you must send the goods back to us without undue delay and in any event no later than 14 days from the day you informed us of cancellation.
2.1 Return Address
Return Address:
Twin Isles Export Ltd.
6 Fern Road, Sandyford, Dublin D18 FP98, Ireland
(If you operate a separate returns facility, insert that address here.)
2.2 Return Shipping Costs
Unless the goods are faulty, damaged, or incorrectly supplied, you are responsible for the cost of returning the goods.
We recommend using a tracked and insured service. We are not responsible for returns that are lost or damaged in transit.
3. Condition of Returned Goods
You are permitted to handle and inspect goods as you would in a retail shop. However, you are responsible for any diminished value of the goods resulting from handling beyond what is necessary to establish the nature, characteristics, and functioning of the goods.
To be eligible for a full refund under the cancellation right, items should be returned:
- unused and complete
- with all parts/accessories included
- in original packaging where reasonably possible
- with manuals, labels, and safety information included
4. Refunds (Cooling-Off Returns)
4.1 What We Refund
If you cancel within the cooling-off period, we will refund:
- the price paid for the returned item(s); and
- the cost of standard outbound delivery (if you paid for shipping).
If you selected an upgraded delivery option (e.g., express), we will refund only the cost of the standard delivery option.
4.2 When We Issue Refunds
We will issue your refund within 14 days of the earlier of:
- receiving the returned goods; or
- you providing evidence of having sent the goods back (e.g., tracking receipt).
4.3 Refund Method
Refunds are issued using the same payment method used for the original purchase (Stripe/WooCommerce or PayPal), unless otherwise agreed.
5. Faulty, Damaged, or Incorrect Goods (Your Statutory Rights)
Nothing in this policy limits your statutory rights under Irish and EU law.
If goods are:
- faulty, not as described, or not fit for purpose; or
- damaged on arrival; or
- incorrectly supplied,
you may be entitled to a remedy such as repair, replacement, price reduction, or refund, depending on the circumstances.
5.1 Reporting Issues
Please notify us as soon as reasonably possible and provide:
- order number
- photos (where relevant)
- description of the fault/damage/issue
Email: hello@stemtoysonline.com
Where the product is confirmed faulty/damaged/incorrect, we will cover reasonable return shipping costs or arrange collection, as appropriate.
6. Items That Cannot Be Returned (Exclusions)
The right to cancel may not apply to certain categories under EU rules, including (where applicable):
- sealed goods not suitable for return due to hygiene or health protection reasons if unsealed after delivery;
- custom-made or personalised goods;
- goods that are inseparably mixed after delivery.
If you sell any such items, you should clearly label them on product pages and at checkout.
7. Refund Deductions and Refused Returns
We reserve the right (where permitted by law) to:
- reduce the refund to reflect diminished value due to excessive handling;
- refuse refunds for items returned outside the required timelines;
- refuse returns where goods are not returned, or are returned incomplete.
This does not affect statutory remedies for faulty goods.
8. Exchanges
We do not offer direct exchanges as a legal mechanism. If you want a different item, you may:
- return the original item under this policy, and
- place a new order.
(If you do offer exchanges operationally, I can draft an exchange section that avoids conflicting with withdrawal rights.)
9. Chargebacks and Payment Disputes
If you believe there is an issue with your order, please contact us first so we can resolve it promptly. Initiating a chargeback may delay resolution while the payment provider investigates.
10. Contact
Twin Isles Export Ltd.
6 Fern Road, Sandyford, Dublin D18 FP98, Ireland
Email: hello@stemtoysonline.com