Misleading Returns Policy and Unethical Refund Practices
I am extremely disappointed with my experience with Stunahome and feel compelled to warn other potential customers. After receiving an unsuitable product, I requested a return and full refund in accordance with Stunahome’s own published returns policy - which clearly states that unused items may be returned for a full refund within a specified timeframe. I contacted them well within this period, provided photographs of the completely unworn product, and explained that it was not appropriate for the medical needs of the intended recipient. Rather than honour their stated policy, I was met with a bizarre, drawn-out, and time-consuming series of emails offering only partial refunds (20%, then 40%, then £23.73) - all contingent on me keeping the product. I made it clear that I did not wish to keep or gift the item and simply wanted to return it in good faith. What followed was frankly disturbing. I was informed that a full refund could only be issued if I first damaged the product, submitted photographic proof of the destruction, and then awaited their approval. This practice is highly questionable - ethically, legally, and environmentally. It appears to be a tactic designed to avoid accepting legitimate returns and clearly breaches both their own policy and UK consumer protection regulations. To summarise: To date, the company refused to provide a return address/label/agree to a full refund; Repeatedly pressured me to accept a partial settlement; And ultimately demanded intentional destruction of goods as a condition of refund. These actions are deeply concerning, and I will now be formally escalating this matter to Trading Standards and my payment provider. Adding to this, I have (now!) seen countless similar complaints on Trustpilot, all met with the same copy/paste generic replies from the company that resolve nothing and show no genuine effort to address the issues raised. I strongly advise others to avoid purchasing from Stunahome. Their after-sales process is obstructive, misleading, and completely lacking in integrity.