Refund policy
Store: StemCraftHub.store
Email: support@StemCraftHub.store
Phone: (800) 728-3277
Business Address: 1041 Av. de l'Amiral, Québec, QC G3K 1B5, Canada
At StemCraftHub.store, we want every order to feel thoughtful, reliable, and useful for curious learners, young builders, parents, teachers, and STEM enthusiasts. Our products are designed to support hands-on discovery, creative learning, science exploration, engineering practice, and meaningful educational play. Because many of our items are DIY kits, model-building projects, science experiment tools, and educational construction sets, we understand how important it is for your order to arrive complete, accurate, and ready to use.
This Return & Refund Policy explains how returns, refunds, replacements, exchanges, damaged items, missing parts, cancellations, and order concerns are handled when you shop with StemCraftHub.store. By placing an order through our website, you agree to the terms described below.
1. Our 30-Day Return & Refund Promise
We offer a 30-day return and refund window from the date your order is delivered. This means you may request a return or refund within 30 days after receiving your item.
To be eligible for a return, the product should generally be:
Unused or lightly inspected only
In its original condition
Returned with original packaging when possible
Returned with manuals, parts, accessories, and included components
Not intentionally damaged, modified, assembled incorrectly, or misused
We understand that STEM kits and DIY educational toys may need to be opened for inspection. Opening the package does not automatically disqualify your return. However, products that have been fully assembled, heavily used, damaged during assembly, painted, glued, altered, or missing major parts may not qualify for a full refund unless the issue was caused by a defect, shipping damage, or an error on our part.
2. How to Start a Return
To request a return, please contact us at:
Email: support@StemCraftHub.store
Phone: (800) 728-3277
Please include the following information:
Your full name
Order number
Email address used at checkout
A short description of the issue
Clear photos or video if the item arrived damaged, defective, incorrect, or incomplete
Whether you prefer a refund, replacement, or store solution
Once we receive your request, our support team will review it and provide return instructions. Please do not send your item back without contacting us first. Returns sent without approval may be delayed or may not be accepted.
3. Free Returns Within 30 Days
StemCraftHub.store offers free returns within 30 days for eligible orders. If your return is approved, we will provide instructions for returning the item. Depending on your location and the order situation, we may provide a return label, return address, or alternative resolution.
Free returns apply when the request is made within the 30-day return window and the product meets our return eligibility requirements.
In some cases, instead of requiring a physical return, we may offer a replacement part, partial refund, full refund, or store credit depending on the condition of the product and the nature of the issue.
4. Damaged, Defective, or Incorrect Items
Please inspect your order as soon as it arrives. If your item is damaged, defective, incomplete, or different from what you ordered, contact us as soon as possible at support@StemCraftHub.store.
For damaged or defective items, please provide:
Photos of the item
Photos of the packaging
Photos of the damaged or defective area
A video showing the issue, if helpful
Your order number
For STEM kits, wooden models, electronic experiment kits, fiber optic light kits, robot kits, remote control car kits, and similar products, defects may include broken wooden pieces, missing essential parts, damaged wires, faulty battery boxes, non-working switches, incorrect accessories, or unusable components.
After review, we may offer one of the following solutions:
Replacement part
Replacement product
Full refund
Partial refund
Store credit
Return with refund
If the issue is clearly caused by shipping damage, product defect, warehouse mistake, or incorrect fulfillment, we will work to resolve the matter fairly and quickly.
5. Missing Parts Policy
Because many of our products are DIY kits with multiple small pieces, we take missing parts seriously. If your kit appears to be missing parts, please check the instruction sheet and package carefully first, as some small components may be packed inside folded cardboard, small bags, foam slots, or hidden compartments.
If parts are still missing, contact us with:
Order number
Product name
Photo of all received parts laid out clearly
Photo of the instruction sheet or parts list
Description of the missing component
If available, we may send the missing part or provide another suitable solution. If a missing part makes the product impossible to complete, we may offer a replacement, refund, or other resolution depending on the situation.
6. Items That May Not Be Eligible for Return
For safety, quality, and fairness, certain items may not qualify for return or may qualify only for partial refund. These may include:
Products returned after 30 days
Items damaged by misuse or improper assembly
Items modified, painted, glued, cut, or altered by the customer
Products missing major parts due to customer handling
Items with signs of heavy use
Products damaged by batteries, liquids, heat, pets, or accidents
Items returned without approval
Products not purchased directly from StemCraftHub.store
DIY kits require careful assembly. We cannot guarantee a refund for products damaged due to ignoring instructions, using incorrect tools, forcing parts together, using glue when not required, connecting wires incorrectly, installing batteries improperly, or allowing children to assemble products without appropriate adult supervision.
7. Adult Supervision and Safety Notice
Many STEM toys, wooden models, and science kits include small parts, sharp edges, wires, screws, battery boxes, or delicate components. Some products may not be suitable for very young children without supervision.
Customers are responsible for reviewing product descriptions, recommended age guidance, warnings, and instructions before use. Children should use STEM kits with adult supervision, especially when the product includes circuits, batteries, moving parts, small accessories, or assembly tools.
A return or refund may not be approved when damage or injury results from unsafe use, unsupervised use, incorrect assembly, misuse, or failure to follow safety guidance.
8. Refund Processing Time
Once your return is received and inspected, or once your refund request is approved, we will notify you by email. If approved, your refund will be processed back to your original payment method.
Refund processing time may vary depending on your bank, credit card provider, PayPal, Shopify Payments, or other payment processor. In most cases, refunds may take several business days to appear on your statement after processing.
Please note that StemCraftHub.store cannot control delays caused by banks, payment processors, or card issuers.
9. Original Shipping Fees
StemCraftHub.store offers free worldwide shipping on eligible orders. Since customers are not charged standard shipping fees in most cases, there is usually no separate shipping fee to refund.
If any special shipping upgrade, priority shipping, customs handling service, or optional paid delivery service was selected and paid separately, that fee may not be refundable unless the issue was caused by our error.
10. Exchanges
We may offer exchanges depending on product availability. Exchanges are most commonly available when:
The wrong item was sent
The item arrived damaged
The item was defective
A replacement is available in stock
A product variation issue occurred
If you want to exchange an item for a different product, please contact us first. In some cases, we may process the return and ask you to place a new order for the preferred item.
Because inventory can change, we cannot guarantee that the same item or variation will always be available.
11. Order Cancellations
You may request order cancellation by contacting support@StemCraftHub.store as soon as possible after placing your order.
We will do our best to cancel your order before it is processed or shipped. However, once an order has entered fulfillment, been packed, shipped, or handed to a carrier, cancellation may no longer be possible.
If your order has already shipped, you may still request a return after delivery under our 30-day return policy.
12. Wrong Address or Delivery Issues
Customers are responsible for providing a complete and accurate shipping address at checkout. Please review your address carefully before placing an order.
StemCraftHub.store is not responsible for failed delivery caused by:
Incorrect address
Missing apartment, unit, or suite number
Wrong postal code
Unavailable recipient
Refusal of delivery
Unclaimed package
Address change after shipment
Carrier access issues
If a package is returned to sender or lost due to an incorrect address, we will review the case and may offer a solution when possible. Additional shipping time may be required.
13. Lost or Delayed Packages
If your package appears delayed, please allow reasonable transit time and check your tracking information. International shipping, customs processing, holidays, severe weather, carrier disruptions, and remote delivery areas may affect delivery speed.
If your package has not arrived within the estimated delivery window, contact us at support@StemCraftHub.store. We will help review the tracking status and work toward a fair solution.
If a package is confirmed lost by the carrier, we may offer a replacement or refund depending on the order details.
14. Product Appearance and Small Variations
Some products may have small variations in color, wood grain, accessory color, packaging, size, or finish. Product photos are provided to represent the item as accurately as possible, but slight differences may occur due to lighting, screen settings, manufacturing batches, handmade elements, or supplier updates.
For wooden DIY models, slight natural wood tone differences, laser-cut edge marks, or minor surface texture variations are normal and do not always qualify as defects.
Manual measurements may vary slightly. Small size differences are not considered defects unless they significantly affect the product’s function.
15. Batteries, Glue, Paint, and Accessories
Many STEM kits do not include batteries, glue, paint, or certain tools due to shipping restrictions and product design. Please read product descriptions carefully before purchase.
If a product description states that batteries, glue, paint, or tools are not included, their absence is not considered a missing item or defect.
Accessory colors may be random for some products. If the product page notes random colors or assorted accessories, color differences are not considered errors.
16. Returns for Educational Institutions, Teachers, and Bulk Orders
If you purchased items for a classroom, school lab, homeschool group, learning center, workshop, or educational event, please contact us if you need help with returns or damaged items.
Bulk orders may require additional review because multiple kits, repeated packaging, or classroom use may make inspection more complex. We will still aim to provide a fair solution within the 30-day policy window.
For large orders, we recommend inspecting all kits shortly after delivery to confirm that parts and quantities are correct.
17. Refunds for Sale Items and Discounted Orders
Sale items, discounted products, bundle deals, and promotional purchases may still be eligible for return within 30 days unless clearly marked as final sale.
If a refund is approved for a discounted order, the refund will reflect the actual amount paid after discounts, coupon codes, gift cards, or promotions.
If your order included a bundle or multi-item discount, returning part of the order may affect the final refund amount.
18. Gift Orders
If you received an item as a gift purchased from StemCraftHub.store, please contact us with the order number or purchaser information if available.
Refunds are usually issued to the original payment method. In some cases, we may offer store credit or another solution for gift recipients.
19. Chargebacks and Payment Disputes
We encourage customers to contact us first before opening a chargeback or payment dispute. Our support team is available to help resolve order concerns, product issues, shipping delays, damaged items, or return requests.
Opening a chargeback may delay our ability to process a refund or replacement because the payment provider may place the transaction under review.
20. Policy Updates
StemCraftHub.store may update this Return & Refund Policy from time to time to reflect operational changes, legal requirements, shipping updates, or improvements to our customer service process.
The version posted on our website at the time of your purchase will generally apply to your order unless required otherwise by law.
21. Contact Us
For all return, refund, exchange, damaged item, missing part, cancellation, or order support requests, please contact:
StemCraftHub.store
1041 Av. de l'Amiral
Québec, QC G3K 1B5
Canada
Email: support@StemCraftHub.store
Phone: (800) 728-3277
We are committed to helping customers shop with confidence and giving young builders, families, and educators a positive STEM learning experience from checkout to completion.