Refund policy

Formasoft SARL

15 Rue Morin, 93700 Drancy, France

Company number: 102 138 096

Contact: support@stokora.shop · +3367328860

Last updated: 10 September 2026

1. About this policy

This Returns & Exchanges Policy explains how returns, exchanges, faulty-product claims and refunds are handled for products purchased through Stokora.

Stokora is operated by Formasoft SARL.

This Policy should be read together with our Terms of Service, Shipping Policy, Privacy Policy and Cookie Policy.

Nothing in this Policy limits or removes any mandatory statutory rights available to consumers under applicable law.

2. Our A+ Grade standard

All refurbished products sold by Stokora are supplied under our A+ Grade standard.

We do not sell refurbished products under lower grades such as Grade A, Grade B or Grade C.

An A+ Grade refurbished product:

has been tested for its essential functions;
is fully functional at the time of dispatch;
has passed our applicable quality-control checks;
has been professionally cleaned and prepared for resale;
is free from significant cosmetic damage; and
has no major cracks, dents, chips or substantial external damage.

Because refurbished products are not factory-new, very minor signs of previous handling may still be present.

These may include faint hairline scratches, extremely light surface marks or similarly minor cosmetic imperfections that are only noticeable upon close inspection.

Such minor signs of prior use are consistent with our A+ Grade standard and are not considered defects.

3. Consumer right of withdrawal

If you are purchasing as a consumer, you may have a statutory right to withdraw from an eligible distance purchase without giving a reason.

Where the standard statutory withdrawal period applies, you generally have 14 days from the date on which you, or a person designated by you, receives the goods to notify us that you wish to withdraw.

To exercise your right of withdrawal, contact:

support@stokora.shop

Your message should clearly state that you wish to withdraw from the purchase and should include enough information for us to identify the order.

This may include:

your full name;
order number;
email address used for the order; and
the product you wish to return.

4. Return period after withdrawal

Once you have notified us that you are exercising your statutory right of withdrawal, the product must be returned within the period required by applicable law.

Please follow the return instructions provided by our support team.

Do not send a return without first contacting us unless we have expressly instructed you otherwise.

5. Returns for change of mind

Where applicable, eligible products may be returned following a valid consumer withdrawal request even where the product is not faulty.

You may inspect the product to establish its nature, characteristics and functioning in a manner comparable to what would reasonably be permitted in a physical retail shop.

Where permitted by law, we may reduce the refund to reflect any loss in value caused by handling beyond what is reasonably necessary to inspect the product.

6. Condition of returned products

Returned products should be handled with reasonable care while in your possession.

Where reasonably possible, a return should include:

the product;
accessories supplied with it;
cables;
chargers;
remote controls;
stands;
controllers;
attachments;
manuals supplied by Stokora; and
any other included components.

Products should be securely packaged to prevent damage during return transport.

Original manufacturer packaging is not required unless it formed part of the product supplied and is reasonably available.

7. Missing accessories or components

Where a returned product is missing accessories or components originally supplied with the order, we may take this into account when assessing the return where permitted by law.

This may include missing:

chargers;
cables;
remotes;
controllers;
stands;
vacuum attachments;
filters;
trays;
power leads; or
other supplied accessories.

This does not affect your rights where the product itself is faulty or non-conforming.

8. Faulty, damaged or non-conforming products

If you believe your product is faulty, damaged, defective or not as described, contact us at support@stokora.shop.

Please provide as much useful information as possible.

We may ask for:

your order number;
product model;
serial number or IMEI where applicable;
a description of the issue;
photographs;
video evidence; or
other reasonable diagnostic information.

We may also ask you to complete reasonable troubleshooting steps before a return is arranged.

9. Troubleshooting

Depending on the product, troubleshooting may include:

restarting the product;
checking settings;
updating software;
reconnecting cables;
testing a different power socket;
testing another compatible charger;
removing obstructions;
cleaning filters;
performing a reset; or
carrying out another reasonable diagnostic step.

Troubleshooting may allow us to resolve an issue without requiring the product to be returned.

10. Products damaged in transit

If your product arrives visibly damaged, contact us as soon as reasonably possible.

Please retain the packaging and shipping label where possible.

We may request photographs showing:

the outer packaging;
the shipping label;
internal packaging;
the product; and
the damage.

This information may be required for a courier investigation.

Any request to report transit damage promptly does not remove statutory consumer rights.

11. Incorrect products

If you receive a product different from the one ordered, contact us at support@stokora.shop.

We may request photographs or product-identification details so that we can verify the error.

Where an incorrect product was supplied by us, we will arrange an appropriate remedy in accordance with applicable law.

12. Missing items

If part of your order or an included accessory is missing, contact us as soon as reasonably possible.

Please provide your order number and identify the missing item.

We may check:

packing records;
dispatch records;
shipping information; and
product weight or fulfilment information where available.

If an included item is confirmed missing, we will arrange an appropriate solution.

13. Exchanges

Where an exchange is appropriate and stock is available, we may offer a replacement product instead of a refund.

Any refurbished replacement supplied by Stokora will meet our A+ Grade standard.

We will not intentionally provide a refurbished replacement below A+ Grade because Stokora does not sell lower refurbished grades.

Where the exact model is unavailable, we may offer an equivalent or better alternative.

A materially different substitute will not be supplied without informing you first.

14. Colour availability for exchanges

Where the exact model is available but the original colour is unavailable, we may offer another available colour.

You do not have to accept a different colour where colour was a material part of your purchase.

If no acceptable replacement is available, another appropriate remedy may be offered.

15. Stokora commercial warranty

Unless otherwise stated on the relevant product page, eligible refurbished products include a 12-month Stokora commercial warranty provided by Formasoft SARL.

The Stokora commercial warranty is additional to mandatory statutory consumer rights and does not replace them.

Where a covered fault is confirmed during the commercial warranty period, we may, as appropriate:

diagnose the product;
repair the product;
replace it with an A+ Grade refurbished product; or
provide another appropriate remedy.

16. Commercial warranty exclusions

Our commercial warranty does not cover problems caused by:

accidental damage;
dropping;
impact;
crushing;
liquid or moisture damage;
misuse;
neglect;
incorrect installation;
incorrect voltage;
incompatible accessories;
power surges;
unauthorised repair;
unauthorised modification;
rooting;
jailbreaking;
modified firmware;
malware;
blocked filters;
lack of required maintenance;
ordinary wear and tear;
normal battery degradation; or
ordinary deterioration of consumable components.

These exclusions apply to our commercial warranty only and do not remove statutory rights that cannot legally be excluded.

17. Batteries

Rechargeable batteries naturally lose capacity with age and use.

Unless a specific battery-health threshold is stated on the product page, factory-new battery capacity is not guaranteed.

Normal gradual battery degradation is not considered a defect under our commercial warranty.

Where Stokora has advertised a particular minimum battery-health standard, the product will be assessed against that advertised standard.

18. Consumable components

Consumable or wear components may include:

batteries;
filters;
brushes;
rollers;
belts;
seals;
gaskets;
blades;
vacuum bags;
bulbs;
cartridges; and
descaling components.

Normal deterioration through ordinary use is not treated as a fault under our commercial warranty.

19. Hygiene-sensitive products

Certain products may be subject to legal restrictions on change-of-mind returns where they are sealed for health or hygiene reasons and have been unsealed after delivery.

Any such restriction will only be applied where permitted by applicable law.

This does not affect rights relating to faulty or non-conforming goods.

20. Personal data and account locks

Before returning a device capable of storing personal information, you should:

back up your data;
remove SIM cards;
remove memory cards;
sign out of personal accounts;
remove passwords or PINs where reasonably possible; and
remove activation locks.

Examples include Apple Activation Lock, Google Factory Reset Protection, Microsoft accounts, gaming accounts and device-management restrictions.

We may be unable to inspect or process a device while it remains locked to your account.

21. Data loss during inspection or repair

Returned electronic products may need to be reset, reformatted or restored during testing or repair.

You are responsible for backing up important information before returning a product.

To the extent permitted by law, Stokora is not responsible for loss of personal data during diagnosis, reset, repair or replacement.

22. Serial numbers and product identification

We may record serial numbers, IMEI numbers or other unique identifiers before dispatch.

Returned products may be checked against these records.

A return may be investigated where the product identifier does not match the product originally supplied.

23. Third-party repairs

If you believe a product is faulty and may be covered by our commercial warranty, contact Stokora before arranging repair through a third party.

A repair or modification by an unauthorised third party may affect commercial warranty coverage where that repair or modification caused or contributed to the issue.

This does not remove mandatory statutory rights.

24. Return fraud and abuse

We reserve the right to investigate suspected fraudulent or abusive returns.

Examples include:

returning a different product;
switching internal components;
removing parts;
deliberately damaging a product;
submitting false claims;
altering serial numbers; or
returning counterfeit products.

Where fraud is reasonably established, we may refuse the claim where legally permitted.

Legitimate consumer claims remain unaffected.

25. Return shipping costs

Responsibility for return shipping costs depends on the reason for the return and the rights applicable to the order.

For a change-of-mind return made under a statutory withdrawal right, return shipping costs may be payable by the customer where permitted by law and where the customer was properly informed.

Where a product is confirmed faulty, damaged, incorrect or non-conforming and applicable law requires us to bear the return cost, we will do so.

Our support team will provide the applicable return instructions.

26. Return shipping method

Where we provide a prepaid return label or specified return method, you should follow those instructions.

If you arrange your own return where permitted, we recommend using an appropriate tracked shipping service.

You remain responsible for packaging the product securely.

27. Inspection of returned products

Returned products may be inspected before a refund, repair or replacement is approved.

Inspection may verify:

product identity;
condition;
accessories;
reported faults;
signs of accidental damage;
liquid damage;
unauthorised repairs;
missing components; and
whether the product is locked to an account.

Inspection will not be used to restrict statutory rights unlawfully.

28. Refunds

Where a refund is due, it will normally be issued to the original payment method.

Refunds will be processed within the period required by applicable law.

Where legally permitted, we may wait until returned goods are received or evidence of return is provided before completing a refund.

The time required for a processed refund to appear in your account depends on your bank, card issuer or payment provider.

29. Delivery charges and refunds

Where applicable law requires the original standard delivery charge to be refunded following a valid statutory withdrawal, we will refund the amount required by law.

Additional charges resulting from choosing a more expensive delivery method than our standard option may not be refundable where applicable law permits.

30. Partial refunds

Where legally permitted, a refund may be reduced if:

the product has been handled beyond what was reasonably necessary to inspect it;
accessories are missing;
the product has been damaged after delivery; or
the product has suffered a measurable loss in value caused by the customer's handling.

This does not apply where such a deduction would conflict with mandatory consumer rights.

31. Refunds for promotional orders

Where a free promotional item formed part of an order that is fully returned and refunded, we may request return of the promotional item where permitted by law.

Where the promotional item is not returned, its value may be taken into account only where legally permitted and appropriately disclosed.

32. Business customers

Statutory consumer withdrawal rights do not apply to purchases made wholly or mainly for business, trade or professional purposes.

Business returns are accepted only where:

required by law;
the product is faulty or non-conforming; or
expressly approved by Stokora.

33. How to start a return or exchange

To request a return, exchange, repair or refund, contact: