Refund policy

Return & Exchange Policy

At Stivano, every piece is crafted with care, combining quality materials, thoughtful design, and skilled craftsmanship. We want you to be satisfied with your purchase.

Please review our exchange policy before placing an order.

1. Exchange Policy

We offer exchanges only on eligible, non-customized products. We do not offer returns for refunds or cash reimbursements for change-of-mind purchases.

To qualify for an exchange:

* The exchange request must be submitted within 7 days of receiving your order.
* The item must be unused, undamaged, and in its original condition.
* The item must be returned with its original packaging, where applicable.
* Proof of purchase or an order confirmation must be provided.
* The exchange is subject to product availability and inspection by our team.

2. Customized & Made-to-Order Products

As Stivano specializes in woodworking and personalized craftsmanship, all customized, personalized, and made-to-order products are final sale.

This includes products with custom dimensions, colors, finishes, engravings, designs, or other customer-requested modifications.

These products are not eligible for exchanges or change-of-mind returns once production has begun.

This restriction does not affect your statutory rights if a product is defective or does not meet the agreed specifications.

3. Exchange Conditions

* Exchanges may be made for another product of equal or higher value.
* If the replacement product is more expensive, the customer must pay the price difference.
* If the replacement product is less expensive, the remaining balance will be issued as store credit rather than refunded, except where otherwise required by law.
* Each eligible purchase may be exchanged only once.
* Delivery and transportation charges associated with voluntary exchanges are the customer’s responsibility.

4. Damaged, Defective, or Incorrect Items

We carefully inspect our products before delivery. However, if you receive an item that is damaged, defective, or different from what you ordered, please contact us as soon as possible, preferably within 48 hours of delivery, with photographs and your order details.

Our team will assess the issue and arrange an appropriate solution, including repair or replacement where applicable.

This 48-hour notification request does not limit any rights provided under applicable consumer protection laws.

5. Natural Wood Characteristics

Wood is a natural material, and variations in grain, texture, knots, and color are part of its unique character.

These natural differences are not considered manufacturing defects, provided they do not affect the product’s intended functionality or agreed specifications.

Minor variations between product photographs and finished pieces may occur due to natural wood characteristics, lighting, and screen settings.

6. How to Request an Exchange

To request an exchange:

1. Contact Stivano through our official website or social media channels within 7 days of receiving your order.
2. Provide your order number, product details, and reason for requesting an exchange.
3. Our team will review your request and confirm eligibility.
4. Once approved, we will provide instructions for arranging the exchange.

Please do not send products back without prior approval.

7. Refund Policy

Stivano operates an exchange-only policy for change-of-mind purchases.

We do not provide cash refunds or reimbursements for purchases simply because a customer changes their mind or no longer wishes to keep an item.

Nothing in this policy excludes or limits any mandatory consumer rights or remedies available under Lebanese law.

8. Contact Us

For any questions regarding your order or exchange eligibility, please contact us through our official website or social media channels.

Stivano: Crafted with Purpose. Built to Last.