Returns & Refund Policy

Last updated: February 2026

1. Your Right of Withdrawal (14-Day Return Policy)

Under EU consumer protection law (Directive 2011/83/EU), you have the right to withdraw from your purchase within 14 days of receiving your order, without giving any reason. The withdrawal period expires 14 days after the day on which you, or a third party indicated by you (other than the carrier), physically receives the goods.

To exercise your right of withdrawal, you must inform us of your decision by a clear statement (e.g. an email). You may use the model withdrawal form below, but it is not obligatory.

2. How to Initiate a Return

To start a return, please follow these steps:

1. Send an email to returns@mstencils.com within 14 days of receiving your order, stating your intention to return.
2. Include your order number and the item(s) you wish to return.
3. We will confirm your return request and provide the return shipping address and any further instructions.
4. Pack the item(s) securely in the original packaging (if possible) and ship them back to us.

3. Conditions for Returns

• Items must be unused, undamaged, and in their original condition
• Items must be returned within 14 days of notifying us of your withdrawal
• Custom/personalized stencils cannot be returned unless they are defective or not as described, as they are made to your specifications

4. Return Shipping Costs

• Standard returns: The customer is responsible for the cost of return shipping
• Defective or incorrect items: We will cover the return shipping costs if the product is defective, damaged during transit, or if we sent the wrong item

5. Refund Process & Timeline

Once we receive your returned item(s) and verify they meet the return conditions:

• We will process your refund within 14 days of receiving the returned goods
• The refund will be issued using the same payment method you used for the original purchase
• The refund includes the original purchase price. If you chose a delivery option more expensive than our standard shipping, we will only refund the cost equivalent to standard shipping
• Please allow 5-10 business days for the refund to appear in your account, depending on your payment provider

6. Defective or Damaged Products

If you receive a defective or damaged product, please contact us immediately at returns@mstencils.com with:

• Your order number
• A description of the defect or damage
• Photos of the damaged or defective item

We will arrange a replacement or full refund (including return shipping costs) at no additional cost to you.

7. Late or Missing Refunds

If you have not received your refund within the expected timeline:

1. Check your bank account or payment method statement again
2. Contact your bank or payment provider, as processing times may vary
3. If you have done both and still have not received your refund, please contact us at returns@mstencils.com

8. Model Withdrawal Form

(Complete and return this form only if you wish to withdraw from the contract)

9. Contact Us

If you have any questions about our returns and refund policy, please don't hesitate to contact us or email us at returns@mstencils.com.