At stemandmesh, operated by VOE TRADE EOOD, we strive to provide clear, reliable, and compliant service to our customers across Europe. This Refund & Return Policy outlines your rights regarding cancellations, returns, and refunds for purchases made on www.stemandmesh.com, in strict compliance with European Union consumer protection laws.

1. Company & Contact Information

  • Brand Name: stemandmesh
  • Operating Entity: VOE TRADE EOOD
  • Company Registration / VAT Identification Number: 205646984-BG205646984
  • Registered Address & Designated European Return Address: 5 Knyaz Aleksandar Batenberg Str., Levski, 5900 Bulgaria
  • Official Website: www.stemandmesh.com
  • Customer Support Email: internal@stemandmesh.com
  • Telephone: +359 884906995

2. Statutory Right of Withdrawal (14-Day “No-Reason” Return Right)

In accordance with EU consumer protection legislation (EU Consumer Rights Directive), customers residing in European countries have the legal right to withdraw from their purchase agreement without giving any reason within 14 days from the day on which physical possession of the goods is acquired by the customer or a designated third party.

Process for standard returns:

  1. Notification: You must notify our customer support team in writing by sending an email to internal@stemandmesh.com before the 14-day period expires, stating your decision to exercise your right of withdrawal along with your order reference number.
  2. Return Address: All returned goods from European customers must be dispatched to our registered company address:
    • Recipient: VOE TRADE EOOD (stemandmesh)
    • Address: 5 Knyaz Aleksandar Batenberg Str., Levski, 5900 Bulgaria
  3. Return Conditions & Costs: Returned items must be sent back in their original condition and packaging without undue delay, and no later than 14 days after notifying us. Unless the goods delivered were faulty or damaged, the direct costs of returning the items are borne by the customer.

3. Damaged, Defective, or Incorrect Goods (No Return Required)

If your order of plant care tools (including watering cans, fine mist sprayers, transplanting trowels, soil sieves, or plant support clips) arrives damaged, defective, or incorrect:

  1. Email Notification: Contact us at internal@stemandmesh.com upon receiving your shipment.
  2. Photographic Evidence: Provide your order number along with clear photographs demonstrating the damage or product flaw.
  3. Simplified Resolution: You are not required to return the damaged item physically. Upon verification of the provided evidence, we will immediately process a full refund or send a free replacement to your delivery address.

4. Logistics, Delivery Timelines & Transit Loss Refunds

  • Geographic Coverage: We serve customers located exclusively in European countries, collaborating with international logistics carriers including DHL, FedEx, and UPS Priority services.
  • Transit Time: Delivery across Europe requires 5 to 12 working days following order dispatch.
  • Tracking Notifications: To ensure full visibility, automated tracking email updates are dispatched to the email address provided during checkout at key operational milestones (order dispatch, arrival at sorting hubs, and local delivery assignment).
  • Delayed or Lost Orders: If an order exceeds the standard 12 days transit timeframe, please notify us at internal@stemandmesh.com. We will launch a formal investigation with the carrier and, based on the verified status of the shipment, issue a full refund or arrange a replacement shipment.

5. Refund Method & Processing Time

  • Payment Methods: All refunds are returned via the original payment method used during checkout. Supported payment options include:
    • Credit & Debit Cards: Visa, Mastercard, and American Express
    • Digital Wallets: Apple Pay and Google Pay
    • Alternative Payment Methods: Applicable European digital wallets
  • Processing Timeline: Once a refund is approved (following verification of returned goods or photographic proof of damage), the refund will be issued within 14 days. Depending on your card issuer or banking institution, funds typically reflect in your account within standard bank processing timelines.

6. Customer Support Contact

For any inquiries regarding returns, cancellations, or refund requests, please contact our support team:

  • Brand Name: stemandmesh
  • Company Name: VOE TRADE EOOD
  • Company Registration / VAT Identification Number: 205646984-BG205646984
  • Registered Address & Return Destination: 5 Knyaz Aleksandar Batenberg Str., Levski, 5900 Bulgaria
  • Official Website: www.stemandmesh.com
  • Customer Support Email: internal@stemandmesh.com
  • Telephone: +359 884906995