Refund policy

Return and Refund Policy

Effective Date: January 11, 2026

1. Scope and Intent

This Return and Refund Policy applies to all purchases made through the Stillwater Float Systems website located at https://stillwaterfloatsystems.com (“Website”).

Our goal is to provide high-quality products and a fair, transparent return process.

2. Contact Information

For questions regarding returns or refunds, please contact us:

Email: stillwaterfloatsystems@proton.me
Phone: 980-446-2671

Mailing Address:
Stillwater Float Systems
5441 S Macadam Ave #5468
Portland, OR 97239
USA

Customer Service Hours:
Monday–Friday, 9:00 AM – 5:00 PM EST

3. Return Eligibility

We accept returns on eligible products within 14 days of delivery, subject to the conditions below.

3.1 Conditions for Return

To be eligible for a return:

• Items must be unused, undamaged, and in the same condition as received
• Items must be returned in original packaging
• Proof of purchase (order number or receipt) is required

4. Return Process

4.1 Initiating a Return

To start a return:

• Contact us at stillwaterfloatsystems@proton.me within 14 days of receiving your order
• Provide your order number and reason for return

If approved, we will provide return instructions.

4.2 Preparing Your Return

• Securely package the item in its original packaging
• Include all accessories, manuals, and included materials

4.3 Shipping the Return

• Returns must be shipped within 7 days of receiving return approval
• We recommend using a trackable shipping method

5. Return Shipping Costs

• Customers are responsible for return shipping costs unless the return is due to:
• A defective product
• A damaged item
• An incorrect item shipped by us

In those cases, return shipping will be covered by Stillwater Float Systems.

6. Specific Return and Refund Conditions

6.1 Change of Mind

• Items must meet return eligibility requirements
• Return request must be made within 14 days of delivery
• Refunds are issued to the original payment method

6.2 Defective or Damaged Items

• Contact us within 48 hours of delivery
• Provide photos or documentation of the issue
• We will offer a replacement or full refund, including return shipping

6.3 Incorrect Item Received

• Notify us immediately
• We will arrange return shipping and ensure the correct item is sent at no cost

6.4 Product Not Received

If your order does not arrive within the estimated delivery timeframe:

• Contact us so we can initiate a carrier investigation
• If confirmed lost, we will issue a replacement or refund

6.5 Order Cancellation

• Orders may be canceled before shipment for a full refund
• If an order has shipped, the standard return process applies

7. Non-Returnable Items

The following items are non-returnable and non-refundable:

• Custom or personalized products
• Gift cards
• Downloadable or digital products
• Items marked “final sale”

8. Refunds

8.1 Refund Approval

• Refunds are issued after returned items are received and inspected
• You will be notified by email of approval or rejection

8.2 Refund Processing

• Refunds are issued to the original payment method
• Please allow up to 14 business days for processing, depending on your bank or payment provider

8.3 Partial Refunds

Partial refunds may apply if:

• Items are returned damaged or incomplete
• Returns are received outside the approved return window

9. Exchanges

• Exchanges are available for defective, damaged, or incorrect items
• Contact us at stillwaterfloatsystems@proton.me to request an exchange
• Shipping costs are covered for our errors; otherwise, customer shipping costs apply

10. Legal Rights

This policy does not affect any statutory rights you may have under applicable law.

11. Changes to This Policy

We reserve the right to update or modify this Return and Refund Policy at any time. Changes take effect immediately upon posting to our Website.

12. Questions and Support

If you have questions about returns or refunds, please contact us:

Email: stillwaterfloatsystems@proton.me
Phone: 980-446-2671