Return & Refund Policy

Return & Refund Policy

Last Updated: September 12, 2026

At StratumLux, we want you to feel confident when shopping for your everyday essentials and household products.

This Return & Refund Policy sets out the single return and refund standard that applies to eligible purchases made from StratumLux.

Please review this policy carefully before requesting a return or refund.

1. 30-Calendar-Day Return Window

Eligible products may be returned within 30 calendar days after delivery, subject to the eligibility requirements described in this policy and applicable law.

The 30-calendar-day return period begins on the date the order is recorded as delivered to the shipping address provided for the order.

To qualify for a preference-based return, products must generally be:

  • Unused;

  • Unassembled, where applicable;

  • In their original condition;

  • In their original packaging;

  • Complete with all accessories, components, manuals, gifts, or promotional items originally included; and

  • Accompanied by valid proof of purchase.

Products that do not meet the applicable return requirements may not qualify for a refund, except where the product is damaged, defective, incorrect, or where applicable law provides otherwise.

2. Hygiene & Personal Contact Products

For hygiene and safety reasons, certain everyday essentials that are intended to come into direct contact with the body or food may not be eligible for preference-based returns after they have been used.

This may include:

  • Personal care tools;

  • Skin-contact products;

  • Food-contact products;

  • Drinkware;

  • Containers;

  • Any product intended for direct contact with the body or food; and

  • Other products where use makes resale inappropriate for hygiene or safety reasons.

These restrictions do not apply where the product is damaged, defective, incorrect, or where applicable law provides the customer with additional rights.

3. Non-Returnable Items

Subject to applicable consumer-protection laws, the following products are generally not eligible for preference-based returns:

  • Used products;

  • Products showing visible signs of use;

  • Products that have been damaged after delivery;

  • Products missing original parts, accessories, or packaging;

  • Personalized or customized products;

  • Gift cards;

  • Products clearly identified as Final Sale;

  • Products damaged because of misuse, neglect, improper handling, improper cleaning, improper storage, or failure to follow product instructions; and

  • Products returned outside the 30-calendar-day return period.

Nothing in this section limits any rights or remedies that cannot legally be excluded under applicable consumer-protection law.

4. Damaged, Defective, or Incorrect Products

Please inspect your order promptly after delivery.

If you receive an item that is:

  • Damaged in transit;

  • Defective;

  • Materially different from its product description; or

  • Different from the item you ordered,

please contact StratumLux Customer Care at:

support@stratumlux.com

Please provide:

  • Your order number;

  • The item or items involved;

  • A brief description of the issue;

  • Clear photographs of the product;

  • Photographs of the packaging, where relevant; and

  • Any other information reasonably necessary for us to review the issue.

If we confirm that the item was damaged, defective, or incorrectly supplied because of an error attributable to StratumLux, our fulfillment provider, or the shipping process, StratumLux will cover reasonable return shipping costs required to resolve the issue.

Depending on the circumstances, the appropriate resolution may include a replacement, refund, or another remedy required under applicable law.

5. How to Request a Return

To request a return, please email:

support@stratumlux.com

within 30 calendar days after delivery.

Please include:

  • Your order number;

  • The item or items you would like to return;

  • The reason for your return request; and

  • Relevant photographs where applicable.

Please do not send any item before receiving approval and return instructions from StratumLux.

If your return is approved, we will provide:

  • Return authorization and instructions;

  • Information regarding responsibility for return shipping; and

  • Any additional information required to process your return.

Return Warehouse Address

Approved returns should be sent to the following return warehouse unless StratumLux Customer Care provides different return instructions for your specific order:

StratumLux Return Warehouse
9179 Vanity Fair Dr
St. Louis, MO 63136
US

Please do not send products to the return warehouse without first contacting StratumLux Customer Care and receiving return authorization.

Unauthorized returns, or products sent without sufficient order information or return authorization, may result in delays in processing and may not be accepted to the extent permitted by applicable law.

Please do not send products directly to our registered business address at 1133 SCHOOL ST, PUEBLO, CO 81006 unless StratumLux Customer Care has specifically instructed you to do so.

6. Return Shipping Costs

Responsibility for return shipping depends on the reason for the return.

Damaged, Defective, or Incorrect Items

If the return is required because an item is damaged, defective, incorrect, or otherwise affected by an error attributable to StratumLux or our fulfillment process, StratumLux will cover reasonable return shipping costs.

Preference-Based Returns

If you are returning an eligible product because you:

  • Changed your mind;

  • Ordered the wrong item;

  • No longer want the product;

  • Prefer a different product, color, size, or variation; or

  • Are returning the item for another reason not attributable to StratumLux,

you are responsible for the cost of return shipping.

7. Return Inspection

Returned products will be reviewed after they arrive at the return destination specified by StratumLux.

During inspection, we may review:

  • The condition of the product;

  • The original packaging;

  • Included accessories and components;

  • Signs of use or damage;

  • Product cleanliness and condition;

  • Order information; and

  • Compliance with the eligibility requirements in this policy.

8. Refund Processing

Once an approved returned item has been received and inspected by StratumLux or our designated return facility, we will initiate the approved refund to the original payment method within 5–10 business days.

Refunds will normally be issued using the same payment method used for the original transaction unless applicable law requires otherwise.

Please note that your bank, credit-card issuer, or payment provider may require additional processing time before the refund appears in your account.

9. Refund Amounts

For an eligible return, the refund will generally cover the amount paid for the returned product, subject to any applicable discounts, deductions permitted under this policy, and applicable law.

For damaged, defective, or incorrect items caused by StratumLux or our fulfillment process, StratumLux will also cover reasonable return shipping costs where required.

10. Partial Refunds or Reduced Refunds

Where permitted by applicable law, a partial refund may be issued if the returned product:

  • Is incomplete;

  • Has been damaged after delivery for reasons unrelated to StratumLux;

  • Is missing original accessories, components, instructions, or packaging;

  • Shows signs of use inconsistent with our return requirements; or

  • Is materially different from its condition when originally delivered.

Any reduction in a refund will be determined reasonably based on the condition of the returned product and applicable law.

11. Exchanges

Direct exchanges may not always be available.

If an exchange cannot be processed, you may be asked to return the eligible product in accordance with this policy and place a new order for the preferred item.

12. Order Cancellations

If you would like to cancel an order, please contact us as soon as possible:

support@stratumlux.com

We will make reasonable efforts to accommodate cancellation requests before fulfillment begins.

Once an order has entered fulfillment or has been shipped, cancellation may no longer be possible, and the applicable return process may instead apply.

13. Delayed or Lost Shipments

Shipping delays, packages lost in transit, packages marked as delivered but not received, and other delivery-related issues are handled under our Shipping & Delivery Policy.

14. Consumer Rights

Nothing in this Return & Refund Policy is intended to exclude, restrict, waive, or limit consumer rights or remedies that cannot legally be excluded under applicable consumer-protection laws.

Where applicable law provides rights or remedies that are more favorable to the customer than the provisions of this policy, those mandatory legal rights and remedies will apply.

15. Contact Us

If you have questions about a return, refund, damaged product, defective product, incorrect item, or this Return & Refund Policy, please contact our Customer Care team.

StratumLux Customer Care

Email:
support@stratumlux.com

Customer Support Hours:
Monday–Friday, 9:00 AM–6:00 PM Eastern Time
(ET, UTC−5 / UTC−4 during Daylight Saving Time)

Return Warehouse

9179 Vanity Fair Dr
St. Louis, MO 63136
US

Please contact Customer Care and obtain return authorization before sending any return to this address.

Company Information

Brand Name:
StratumLux

Company Name:
PENGJIELIMR INC

Registered Address:
1133 SCHOOL ST
PUEBLO, CO 81006
US

Phone:
+1 334-865-8642

Website:
www.stratumlux.com

Email:
support@stratumlux.com

StratumLux

Everyday Essentials, Thoughtfully Designed.