‌Effective Date: August 29, 2026‌

This Refund and Returns Policy is issued and enforced by Electrónica Steren S.A. de C.V., the operator of the e-commerce platform www.sterenelectronics.com, dedicated to desktop aromatherapy lamps, smart essential oil diffusers, flameless LED candle lights and related home fragrance products. This policy clearly lays out all standardized terms for product return procedures, eligibility requirements, and post-return processing rules for every user who makes a purchase on our website. We explicitly emphasize that ‌no standalone partial or full refund requests without returning the purchased physical product will be approved under any circumstances‌, to ensure fair and consistent service standards for all our 54k+ happy clients.

1. General Policy Principles

All transactions completed on our platform follow the core rule that no pure refund (refund without product return) request will be accepted. Once you have received your ordered physical product, you are not eligible to apply for a full or partial refund without sending the corresponding product back to our designated return warehouse. This principle applies to all product categories we sell, including our quiet-running desktop scent lamps, flameless LED candle collections, aroma diffuser combos and all related accessories. We have built this rule to create a fair shopping ecosystem for every customer, and to avoid unnecessary operational loss that may impact our ability to maintain our 97.3% client satisfaction rate and deliver consistent high-quality products at reasonable prices.

2. Return Eligibility Criteria

You can initiate a valid return request within 30 calendar days after you receive your ordered product, only if your submitted application meets all the following eligibility requirements:

• The product you intend to return remains in its original condition, with no man-made damages, scratches, water intrusion, or traces of improper disassembly that are not specified in our official user manual. All original packaging, included accessories, free gifts and user guides that came with your order must be sent back together with the main product.
• The product is not marked as final sale or clearance only items on our product listing page. All our regular desktop aromatherapy lamp and diffuser products are eligible for return, while discounted clearance items with price over 50% off are labeled non-returnable on their respective product pages.
• You can provide valid order number, purchase confirmation email, and the original proof of delivery to verify your purchase record on our system.
• You have not previously submitted more than 3 return requests within 90 calendar days, to prevent abnormal abuse of our return policy.

Please note that requests for standalone refund with no intention of returning the product, including but not limited to claims of “product not received” without submitting an official logistics loss verification document, or partial refund requests to compensate for minor appearance defects without sending the product back, will be directly rejected by our support team.

3. Return Processing Procedures

When you need to initiate a valid return that meets the above eligibility requirements, please follow these clear step-by-step procedures:

1. First, contact our customer support team via the official email kexino@sterenelectronics.com, provide your order number, a clear description of the reason for return, and attach 2-3 photos that show the actual condition of the product. Our support team will respond to your inquiry within 2 working days, verify your eligibility, and send you the precise return shipping address along with a unique return authorization number.
2. You need to carefully pack the product and all its accessories with protective cushioning materials, clearly mark the unique return authorization number we provided on the outer shipping box, and send the package to the designated address we offered. The return shipping fee will be covered by us fully if the return request is caused by our product quality defects; if the return is initiated due to personal preference reasons such as changing your mind about the product color, you will only need to bear the basic return shipping cost.
3. After our warehouse team receives and inspects your returned product to confirm it meets all eligibility criteria, we will process an exchange for an alternative product of your choice of equal or higher value, or issue a full store credit that you can use for any future purchases on www.sterenelectronics.com. We never issue pure cash refunds without the complete return and verification of your purchased product, in full accordance with our no-solo-refund core principle.

4. Warranty Related Arrangements

All our products come with a 12-month official warranty starting from the date you receive the order. Within the valid warranty period, if your product develops functional faults that are not caused by man-made damages, you can submit a warranty service request. Our support team will arrange a free repair service for you, or send you a brand new replacement unit after you return the faulty product to us. Under no circumstances will we offer a cash refund without receiving the faulty product back for inspection and official recycling treatment.

5. Contact Information

If you have any questions or need clarifications about any terms in this Refund and Returns Policy, you can reach out to us through the following official channels:

• Company Name: Electrónica Steren S.A. de C.V.
• Official Website: www.sterenelectronics.com
• Contact Email: kexino@sterenelectronics.com
• Physical Address: Biólogo Maximino Martínez No. 3408, Col. San Salvador Xochimanca, Azcapotzalco, C.P. 02870, Ciudad de México, México
• Contact Phone: +52 (55) 5354 2200