Refund policy

Last updated: 3 August 2026

This Refund & Returns Policy ("Policy") applies to all purchases of Stilla™ products made through trystilla.us (the "Site"), operated by Berecz Helga (Egyéni Vállalkozó / sole trader), 1033 Budapest, Huszti út 2. 2/5, Hungary ("Stilla," "we," "us," "our"). By placing an order you agree to this Policy, which should be read together with our Terms & Conditions and Shipping Policy.

1. Definitions

  • "You" / "Customer" — the person who placed the order.
  • "Order" — a purchase of one or more Stilla™ products.
  • "Delivery Date" — the date the carrier's tracking records your order as delivered (or, where no tracking exists, the reasonable estimated delivery date).
  • "Business Day" — Monday to Friday, excluding public holidays in Hungary.
  • "Included Items" — every physical item shipped with your Order, including any free gifts, bonuses, custom-fit tips, cables, and accessories.

2. Our 60-Day Money-Back Guarantee

If you are not satisfied with your Stilla™ Pen, you may return it within sixty (60) days of the Delivery Date. Once we receive and approve the return, we will refund 100% of the purchase price you paid for the returned product(s), subject to the conditions below. Return shipping is arranged and paid by you, except for damaged, defective, or incorrect items (Section 11).

3. Eligibility conditions

To qualify for a refund under the Guarantee, all of the following must be met:

  • (a) your request reaches us within 60 days of the Delivery Date;
  • (b) you contact us first and receive a return authorization and return address before sending anything back (Section 5);
  • (c) you return the Stilla™ Pen together with all Included Items (Section 6);
  • (d) the returned items are complete and have not been damaged through misuse, disassembly, or accident; and
  • (e) you provide your order number or other proof of purchase.

Reasonable signs of use are fine — this is a try-it guarantee — but the product must come back complete and undamaged by misuse.

4. The promise, plainly

Try it for up to 60 days. If it's not for you, send it back and we refund the full purchase price. You cover the return postage; we handle the rest.

5. How to request a return

Email support@trystilla.us with your order number and a note that you'd like to return your order. We will reply — usually the same Business Day — with a return authorization and the return address. Do not ship anything back before requesting a return; unauthorized returns sent without a request cannot be accepted or refunded.

6. What you must return (including free gifts)

You must return the Stilla™ Pen and every Included Item — including custom-fit tips, charging cable, and any free gift or bonus items — in their original packaging where reasonably possible. If any Included Item is missing, kept, or unreturnable, we may deduct its stated retail value from your refund or decline the return. (Digital items — see Section 10.)

7. Return shipping & risk of loss

  • You arrange and pay for return shipping to our returns address in Hungary.
  • We strongly recommend a tracked and insured service.
  • Title and risk of loss for returned items remain with you until we physically receive them. We cannot refund items we do not receive. If a return is lost or damaged on its way back to us, any claim is between you and your carrier.

8. Inspection & approval

On receipt, we inspect the return against Sections 3 and 6. We aim to complete inspection within 3–5 Business Days and will email you the outcome. Returns that do not meet the conditions may be refused or partially refunded, with an explanation.

9. Your refund — amount, method & timing

  • Amount: 100% of the purchase price paid for the returned physical product(s).
  • Not refundable: (i) any original outbound shipping charge; (ii) your return-shipping costs; (iii) the value of any digital item (Section 10); (iv) the value of any Included free gift not returned (Section 6).
  • Method & currency: to your original payment method, in the currency in which you paid.
  • Timing: normally within 10 Business Days of approval. Your bank or card issuer may take additional time to post it. If 15 Business Days have passed since approval and you have not received it, contact support@trystilla.us.

10. Digital products

The "Protect the Hearing You Have Left" Digital Guide is digital content delivered electronically. Because access is immediate, it is non-returnable and non-refundable once downloaded or opened, and its value is excluded from any refund. Where required by law, by downloading it you expressly consent to immediate access and acknowledge that you lose any right of withdrawal for that digital item.

11. Damaged, defective, or incorrect items

Please inspect your Order on arrival. If any item is damaged, defective, or not what you ordered, contact support@trystilla.us within 14 days of the Delivery Date with your order number and clear photos. Where confirmed, we will provide a free replacement or full refund and cover the return shipping. This is in addition to your statutory rights (Sections 17–18).

12. Non-returnable / non-refundable

Except where mandatory law provides otherwise: digital items once accessed (Section 10); items requested after the 60-day window; items not returned or not received by us; items damaged by misuse, accident, or disassembly; and free gifts that are kept (value deducted per Section 6).

13. Cancellations & changes

You may cancel or change an Order any time before it is dispatched for a full refund — email us with your order number. Once dispatched, an Order is handled as a return under this Policy.

14. Orders not received / lost in transit

If tracking has not updated or your Order has not arrived within a reasonable time, contact support@trystilla.us with your order number and we will investigate with the carrier and, where a parcel is confirmed lost, reship or refund. This is subject to our Shipping Policy, including carrier delays and events outside our reasonable control. You are responsible for providing a complete, accurate address and a valid phone number; we are not responsible for non-delivery caused by incorrect details or an unreachable recipient. For parcels marked "delivered" that you did not receive, we will assist but may require confirmation from the carrier or a lost-parcel report.

15. Chargebacks & payment disputes

If something is wrong with your Order, please contact us first — we resolve the large majority of issues quickly. Initiating a bank or card chargeback for a matter we could have resolved, or after a refund or replacement has already been provided, may be treated as a breach of these terms. We reserve the right to contest such disputes with supporting evidence (order records, delivery tracking, and communications).

16. Fraud & abuse

We may refuse, limit, or reverse refunds where we reasonably identify fraud or abuse — for example, quantities beyond personal use, resale, repeated refund-and-reorder patterns, or false claims. This does not affect your statutory rights.

17. Consumers in the United Kingdom, Australia, and Canada

Our Guarantee is offered in addition to, and does not limit, your rights under the consumer-protection laws of your country:

  • United Kingdom: Under the Consumer Contracts Regulations 2013 you have the right to cancel your order within 14 days of receiving the goods, without giving a reason. Notify us at support@trystilla.us within 14 days; you are responsible for the cost of returning the goods, and we will refund within 14 days of receiving them back (or your proof of return). The digital-content waiver in Section 10 applies. Faulty goods are additionally covered by the Consumer Rights Act 2015.
  • Australia: Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. For a major failure you are entitled to a replacement or refund and to compensation for any other reasonably foreseeable loss; for a minor failure we may repair, replace, or refund. These rights apply in addition to our Guarantee.
  • Canada: Your purchase is protected by the applicable provincial/territorial consumer-protection legislation, including protections against misrepresentation and rights in respect of goods not delivered or not as described. Nothing in this Policy limits those rights.

18. Your statutory consumer rights

Nothing in this Policy limits or excludes any rights you have under the mandatory consumer-protection laws of your country. Where this Policy and mandatory law differ, mandatory law prevails.

19. Limitation of liability

To the maximum extent permitted by law, our total liability in connection with any product or Order is limited to the amount you paid for that Order, and we are not liable for indirect, incidental, or consequential losses. Nothing here excludes liability that cannot lawfully be excluded.

20. Changes to this Policy

We may update this Policy at any time. The version in effect when you placed your Order applies to that Order; the current version is always posted on the Site.

21. Governing law

This Policy is governed by the laws of Hungary, where we are established, without depriving you of the mandatory consumer protections available to you in the United Kingdom, Australia, or Canada.

22. Contact

Berecz Helga (Egyéni Vállalkozó)
1033 Budapest, Huszti út 2. 2/5, Hungary
Returns address: 1033 Budapest, Huszti út 2. 2/5, Hungary
Email: support@trystilla.us (a real person, usually same-day)
Please include your order number in all correspondence.