Refund policy

Refund, Return, Replacement & Cancellation Policy

Last Updated: October 6, 2026

This Refund, Return, Replacement & Cancellation Policy (the “Policy”) sets out the circumstances in which purchases from 1StopFiller may qualify for cancellation, return, refund, replacement, reshipment, exchange, price reduction, or store credit.

Please review this Policy alongside our Terms and Conditions, Shipping Policy, relevant Product information, and any written terms expressly agreed for your Order.

By placing an Order, you acknowledge that this Policy forms part of the terms applicable to your purchase.

Nothing in this Policy excludes or restricts rights, guarantees, or remedies that cannot lawfully be limited. Where mandatory applicable law provides additional protection, that protection takes precedence.

1. About This Policy

In this Policy, “we,” “us,” “our,” and “Company” mean STBRUNO GLOBAL TRADING – FZCO, the operator of 1StopFiller.com.

We may use independent manufacturers, suppliers, fulfilment partners, carriers, and payment providers to supply Products, process payments, arrange transportation, or investigate Claims. Their involvement does not remove obligations that legally remain with us.

This Policy covers purchases made through:

  • 1StopFiller.com;

  • an official invoice or payment request issued by us;

  • an authorised sales representative acting on our behalf; or

  • another sales channel expressly operated or approved by us.

If you purchased from an independent reseller, marketplace seller, clinic, distributor, or other third party, you should normally contact that seller regarding your purchase. This does not affect any separate safety, recall, or mandatory legal obligation that applies to us.

Conflicts between contractual documents will be addressed according to the priority provisions in our Terms and Conditions. A general exclusion does not override an express delivery guarantee or an agreed tax-inclusive shipping commitment.

2. Definitions

For the purposes of this Policy:

  • Buyer, you, or your: The person or legal entity purchasing from us. Anyone acting for the Buyer must have appropriate authority.

  • Business Buyer: A Buyer purchasing in connection with a trade, business, profession, clinical activity, resale, or other commercial purpose.

  • Consumer: An individual purchasing outside their trade, business, or profession who qualifies for consumer protection under applicable law.

  • Products: The goods supplied under an Order, including promotional items expressly included in the agreed purchase.

  • Order: A request to purchase Products from us. Contract formation is governed by our Terms and Conditions.

  • Dispatch: Physical transfer of Products to a carrier or their entry into onward transportation. Preparing an Order, creating a label, or changing its status does not alone establish Dispatch.

  • Delivery: Physical receipt by the Buyer or their designated recipient, subject to applicable law. Carrier records may support proof of Delivery but are not automatically conclusive where receipt is disputed.

  • Claim: A request concerning cancellation, return, refund, replacement, reshipment, exchange, price reduction, store credit, or another Order-related issue.

  • Return Authorisation: Written instructions confirming the Products to be returned and the appropriate return destination.

  • Original Payment Method: The payment channel used to pay us for the relevant purchase.

  • Business Day: Monday to Friday, excluding public holidays affecting the relevant processing office or financial institution. This definition does not alter statutory deadlines measured in calendar days.

A Product’s professional-use description does not, by itself, determine whether a transaction is a business or consumer purchase. Buyer status depends on the circumstances and applicable law.

3. Main Reporting and Processing Periods

The following periods apply unless mandatory law or binding agreed terms provide a different or longer period:

Situation Reporting or processing period
Cancellation of a standard Order Contact us immediately, preferably before Dispatch.
Incorrect, missing, or visibly damaged Products Notify us within fourteen (14) calendar days after Delivery.
Hidden defects Notify us promptly after discovery. Business Buyers should report within fourteen (14) calendar days after discovery unless another binding period applies.
Voluntary returns of eligible general cosmetics and non-injectable skincare Request within thirty (30) calendar days after Delivery. The exclusions in Sections 13–14 apply.
Eligible EU Consumer withdrawal Generally notify us within fourteen (14) calendar days after receipt, as detailed in Section 12.
Dispatch of an approved voluntary return Normally within fourteen (14) calendar days after Return Authorisation.
Claim acknowledgement or initial assessment Normally within five to seven (5–7) Business Days after receipt.
Ordinary approved commercial refund Normally initiated within five to ten (5–10) Business Days after approval, subject to earlier legal deadlines.

Commercial reporting periods do not extinguish valid statutory Claims, including Claims involving defects that could not reasonably be identified on receipt.

Report suspected safety concerns immediately. Investigation, approval, or internal processing does not extend a mandatory remedy or refund deadline.

4. Buyer Responsibility for Local Regulations

Before purchasing, you must check whether the specific Products may legally be purchased, imported, possessed, and used in the destination country.

You are responsible for obtaining licences, prescriptions, import permissions, or other documentation that applicable law requires you to obtain.

The availability of a Product listing or shipping service, acceptance of payment, or confirmation of an Order does not constitute confirmation that a Product has local regulatory approval.

Where fulfilment is affected by missing permissions, inaccurate information, or failure to satisfy a requirement applicable to you, we may:

  • review the circumstances and supporting documents;

  • pause fulfilment while the position is clarified;

  • cancel an Order where lawful supply cannot be established;

  • recover or deduct reasonable, documented costs directly caused by that failure, but only where permitted by law and the Contract; and

  • assess any refund, return, or reshipment against the selected service, our express commitments, and applicable law.

A tax-inclusive or all-inclusive shipping option covers only the services and charges expressly included. It does not authorise the importation of restricted Products.

This section does not transfer our own legal responsibilities to the Buyer or exclude liability for our breach.

5. How to Submit a Claim

Please contact us using the following details:

Contact channel Details
Email sales@1stopfiller.com
Telephone +370 617 46717
WhatsApp +370 617 46717

Include the information relevant to your request:

  • Order number and purchaser’s name;

  • Product name and affected quantity;

  • a clear explanation of the issue;

  • Delivery date or the date the concern was discovered;

  • photographs of the Products, packaging, and shipping label;

  • batch or lot numbers and expiry dates, where relevant;

  • payment, carrier, or customs correspondence, where applicable; and

  • your preferred resolution.

You do not need to wait until every supporting document is available before notifying us. Submit the initial report promptly and provide additional evidence when reasonably requested.

We may verify a representative’s authority before sharing purchase information or arranging a refund on behalf of the Buyer.

6. Inspection, Evidence and Product Preservation

Inspection on Receipt

Check the parcel and its contents promptly for:

  • incorrect Products or missing quantities;

  • leakage, breakage, crushing, or punctures;

  • damaged seals or suspected tampering;

  • incorrect batch or expiry information; and

  • other concerns affecting Product identity, condition, or integrity.

Inspect bubble wrap, protective pouches, internal boxes, insulation, and other packaging before discarding them. Small accessories may be packed within protective materials.

Also check whether your Order is being delivered in separate consignments.

Supporting Evidence

We strongly recommend recording a continuous unboxing video, particularly where a Claim concerns missing items, concealed damage, quantity discrepancies, or tampering.

Where available, the recording should show the sealed parcel, shipping label, opening process, packaging, and all contents.

An unboxing video is not an automatic condition for receiving a remedy. We will also consider photographs, correspondence, packing records, parcel weights, and other relevant evidence.

We may consult suppliers, manufacturers, carriers, or qualified specialists. Neither our packing footage nor a carrier scan is automatically conclusive.

Evidence must be genuine and must not be edited in a way that misrepresents the circumstances. Unrelated personal information may be redacted.

Preservation and Safety

Keep affected Products and relevant packaging until the Claim is resolved or we provide further instructions.

If a Product may be damaged, defective, contaminated, or otherwise compromised:

  • stop using or distributing it;

  • separate it from usable stock;

  • maintain its labelled storage conditions;

  • do not alter, relabel, resell, or open it further; and

  • contact us for instructions.

Follow urgent safety requirements or legal directions without waiting for our approval. If disposal is necessary, preserve photographs and other evidence where safe and reasonably practicable.

Prior use does not automatically invalidate a Claim where a hidden defect became apparent only afterwards.

7. Cancellation Before Dispatch

You may ask us to cancel a standard Order before Dispatch.

Your request should include:

  • the Order number;

  • the purchaser’s name;

  • the email address associated with the Order; and

  • a clear statement requesting cancellation.

We will make reasonable efforts to stop fulfilment. A standard commercial cancellation is confirmed when we notify you in writing.

Orders can enter transportation quickly, and tracking information may become available later. If the shipment has already entered onward transportation, we will explain why a pre-Dispatch cancellation cannot be completed.

For an entire Order successfully cancelled before Dispatch, we will refund:

  • the amount paid for the cancelled Products;

  • taxes collected by us on those Products; and

  • shipping charges for transportation that will no longer take place.

For a partial cancellation, we will refund the cancelled Products and any shipping or other charges that are no longer payable.

A valid statutory withdrawal does not depend on discretionary approval. Section 12 explains applicable Consumer withdrawal rights.

8. Cancellation After Dispatch and Special Orders

Orders Already Dispatched

Standard pre-Dispatch cancellation is unavailable once Products have entered transportation.

Any subsequent request will be assessed under the applicable provisions for:

  • statutory withdrawal;

  • voluntary returns;

  • incorrect, damaged, or defective Products;

  • failed Delivery;

  • expressly agreed shipping guarantees; and

  • mandatory legal remedies.

Refusing Delivery, failing to collect a parcel, or asking a carrier to return it does not, by itself, communicate a valid cancellation or withdrawal to us. Contact us directly with a clear statement.

Special and Business Arrangements

Different cancellation conditions may apply to customised manufacturing, dedicated procurement, or another expressly agreed business arrangement.

These conditions must be disclosed and agreed before the Buyer commits to the relevant purchase.

Reserving standard stock, sourcing ordinary Products, preparing packaging, or processing a large Order does not alone remove a Consumer’s statutory withdrawal rights.

Any statutory exception for personalised or made-to-specification goods applies only where its legal requirements are met.

9. Order Changes and Cancellation by Us

Before Dispatch, you may request changes to Product selection, variation, quantity, recipient information, address, or shipping method.

Changes are subject to:

  • stock availability;

  • practical fulfilment requirements;

  • regulatory restrictions;

  • necessary payment or shipping adjustments; and

  • written confirmation from us.

If a requested change cannot be completed, we will explain the available options. Until an amendment or cancellation is confirmed, the original Order remains applicable, subject to statutory rights.

We may reject an Order before acceptance or cancel an accepted Order where the Contract or law permits, including where:

  • required payment, identity, or eligibility checks cannot be completed;

  • lawful supply cannot be established;

  • fraud or unauthorised payment is reasonably suspected;

  • fulfilment becomes impossible; or

  • another valid contractual or legal cancellation ground applies.

A pricing mistake or operational preference does not automatically permit cancellation of a binding Contract.

Where we cancel, we will refund amounts due for cancelled Products and services not supplied. Funds affected by binding banking, regulatory, or legal restrictions will be handled according to those restrictions.

10. Incorrect Products, Missing Items and Damage

Incorrect Products Supplied

If a Product materially differs from the accepted Order, notify us promptly and retain it for assessment.

Where our fulfilment error is confirmed, we will arrange an appropriate remedy, such as supplying the correct Product, replacement, or refund, subject to applicable rights.

We will bear reasonable necessary return and replacement shipping costs arising from our error.

Buyer Ordering Errors

Selecting the wrong Product, strength, variation, pack size, or quantity is not a fulfilment error by us.

Before Dispatch, we will review whether correction is possible. After Dispatch, return eligibility will depend on the voluntary-return and statutory-withdrawal provisions.

Missing Products

Check all packaging and any separate shipment information before reporting an omission.

Where a paid Product was omitted, we will supply the missing quantity or provide another appropriate remedy, including a refund where applicable.

You will not be charged additional shipping to correct a confirmed omission by us.

Promotional and Complimentary Items

A promotional item expressly included in an accepted Order forms part of the agreed purchase. If it is missing, we will supply it or agree an appropriate resolution.

A free item does not automatically carry a separate cash refund value. Unpromised discretionary extras are not guaranteed.

Damaged Products

Report damage promptly and avoid using affected Products.

Damage to an outer transport carton does not necessarily establish damage to the Product. We will consider primary packaging, seals, labelling, safety, agreed presentation, and intended use.

Where damage is our responsibility, we will provide the applicable remedy and cover reasonable necessary return and replacement shipping costs.

11. Defective Products, Performance Concerns and Recalls

A Product may be defective or non-conforming where it:

  • does not match the contractual description;

  • fails an agreed specification;

  • contains a manufacturing defect;

  • has compromised packaging affecting safety or integrity;

  • presents a substantiated authenticity concern; or

  • fails applicable legal conformity requirements.

Report hidden defects promptly after discovering them. The commercial deadline for reporting visible damage does not eliminate valid hidden-defect Claims.

We may request relevant storage, handling, or usage information and seek a manufacturer’s or independent specialist’s assessment. Manufacturer approval is not a prerequisite for exercising rights against us.

Performance and Treatment Results

An unexpected treatment outcome alone does not establish either a Product defect or user error.

We will assess relevant evidence concerning the Product, its storage, handling, and professional use.

A Claim will not be rejected solely because the concern arose after use or because opening the Product was necessary to discover it.

Available Remedies

Depending on the circumstances and applicable law, remedies may include:

  • replacement;

  • repair, where appropriate for the Product;

  • a proportionate price reduction;

  • refund; or

  • another lawful remedy agreed with the Buyer.

Any legally prescribed choice or sequence of remedies applies. Where required, remedies will be provided without charge, within a reasonable time, and without significant inconvenience.

For qualifying EU Consumer purchases, the statutory legal guarantee is generally at least two years, with longer protection potentially available under national law. This does not extend the Product’s expiry date or guarantee its suitability beyond its intended shelf life.

Safety Reports and Recalls

Notify us promptly of suspected Product-safety concerns.

Do not send identifiable patient information unless necessary and through an agreed secure channel.

We will cooperate with applicable investigations and recalls. Business Buyers must maintain legally required traceability records and comply with relevant corrective-action instructions.

12. Statutory Consumer Withdrawal

This section applies only where the transaction qualifies for a statutory withdrawal right. It does not permit restricted Products to be supplied to an ineligible purchaser.

Eligible EU Distance Purchases

For eligible EU Consumer purchases, you generally have fourteen (14) calendar days to notify us of withdrawal without giving a reason.

The period normally starts on the day after you or your designated recipient takes physical possession. Where goods ordered together arrive separately, the applicable period generally begins after receipt of the last item.

You may also notify us before Delivery.

Send a clear withdrawal statement using the contact details in this Policy. The model form in Appendix A is optional.

A valid withdrawal notice does not require our approval or Return Authorisation.

Returning the Goods

Unless we arrange collection, send the goods back within fourteen (14) calendar days after notifying us of withdrawal.

Contact us promptly for the correct return destination and follow reasonable return instructions. Administrative procedures must not obstruct your statutory right.

You bear direct return costs only where this responsibility was properly disclosed before purchase and applicable law permits it. We bear those costs where legally required or expressly agreed.

Refund Following Withdrawal

We will reimburse amounts legally due without undue delay and generally within fourteen (14) calendar days after receiving a valid withdrawal notification.

For withdrawal from an entire eligible Order, reimbursement includes the cost of our least expensive standard outbound delivery option. Additional charges for an expressly selected premium service may be excluded where permitted by law.

Unless we offered to collect the goods, we may withhold reimbursement until we receive them or you provide evidence of return, whichever happens first.

Refunds will use the Original Payment Method unless you expressly agree otherwise, without incurring a refund fee.

A lawful deduction may apply where handling beyond what was necessary to establish the goods’ nature, characteristics, and functioning reduced their value. Any deduction will be explained and supported.

Exceptions

Exceptions apply only where their legal conditions are met. Relevant examples may include:

  • sealed goods unsuitable for return for health-protection or hygiene reasons that were unsealed after Delivery;

  • goods liable to deteriorate or expire rapidly; and

  • goods made to the Consumer’s specifications or clearly personalised.

Describing a Product as professional, medical, injectable, or temperature-sensitive does not automatically establish a statutory exception.

Other jurisdictions may provide different mandatory rights. Any applicable protection remains available.

13. Voluntary 30-Day Returns — General Cosmetics and Skincare

In addition to mandatory rights, we offer a period of thirty (30) calendar days after Delivery to request a voluntary return of eligible general cosmetics and non-injectable skincare Products.

Botulinum toxin products, dermal fillers, other injectable Products, and sterile professional-use Products are excluded from voluntary change-of-mind returns, even when unopened, unused, or sealed.

The voluntary offer covers eligible change-of-mind requests and Buyer ordering errors. It is separate from statutory withdrawal and remedies for defective goods.

Eligible Products must generally be:

  • unopened, unused, and unaltered;

  • undamaged and free from contamination;

  • in their original packaging with intact seals;

  • within their expiry period;

  • stored correctly after Delivery; and

  • suitable for lawful return and resale.

Contact us before returning eligible Products. Written Return Authorisation is required for voluntary returns.

Unless otherwise agreed, dispatch the approved return within fourteen (14) calendar days after authorisation.

The Buyer bears disclosed, reasonable voluntary-return costs, including return transportation and applicable customs charges. Optional shipment insurance is the Buyer’s choice.

Original outbound shipping charges are not refunded for a voluntary change-of-mind return unless we agree otherwise or applicable law requires reimbursement.

We will explain proposed costs or deductions. No undisclosed restocking fee will be imposed.

14. Products Excluded from Voluntary Returns

Our voluntary-return offer is limited to eligible general cosmetics and non-injectable skincare. It excludes:

  • botulinum toxin products;

  • dermal fillers;

  • other injectable Products, including injectable skin boosters; and

  • sterile professional-use Products.

These exclusions apply even where the Products remain unopened, unused, or sealed.

Within otherwise eligible cosmetics and skincare categories, voluntary returns will generally be refused for:

  • opened, used, punctured, or altered Products;

  • broken security seals or compromised sterile barriers;

  • mixed, diluted, or reconstituted Products;

  • contaminated or damaged Products;

  • altered labels, batch details, or identification information;

  • Products stored outside required conditions after Delivery;

  • personalised or specially manufactured Products; and

  • other exclusions expressly disclosed before purchase.

Temperature-sensitive Products may also be excluded where their storage history or integrity cannot reasonably be verified.

For otherwise eligible Products, we may decline a voluntary return where safety, traceability, or lawful resale cannot be established.

These exclusions apply to voluntary returns. They do not remove applicable statutory withdrawal rights or remedies for incorrect, damaged, defective, or non-conforming Products.

15. Shelf Life and Expiry

Unless a different period was disclosed and agreed before purchase, our commercial standard is more than three (3) months of remaining shelf life at Delivery.

This standard does not replace:

  • a longer shelf life expressly promised;

  • Product-specific legal requirements;

  • applicable conformity obligations; or

  • a particular purpose expressly accepted by us.

If you require a longer period for bulk purchasing, resale, or planned use, obtain confirmation before ordering.

Any shorter shelf life than our stated standard must be disclosed and agreed before purchase.

Contact us promptly if you receive:

  • an expired Product;

  • less remaining shelf life than agreed; or

  • incorrect or misleading expiry information.

A Product expiring after remaining in your possession does not alone create a refund entitlement where it complied with the Contract at Delivery.

16. Return Instructions and Inspection

Our return instructions will identify the appropriate destination and may specify:

  • Products and quantities to return;

  • a return reference;

  • packaging and storage requirements;

  • supporting documents;

  • transportation arrangements; and

  • an applicable dispatch deadline.

Do not send Products to an office, supplier, or warehouse without confirming the correct destination.

Obtaining administrative instructions is not a condition of a valid statutory withdrawal notice or Claim.

Pack returned Products appropriately and keep proof of dispatch.

Responsibility for transit loss depends on applicable law and the return arrangement. For voluntary returns sent through a carrier independently selected by you, transit risk generally remains with you until receipt at our designated destination.

You are not responsible for damage caused by us after receipt.

We may inspect returned Products to verify identity, quantity, completeness, condition, seals, and compliance with the relevant return requirements.

Inspection must not delay reimbursement beyond a statutory deadline. A valid statutory remedy will not be refused solely because an administrative return reference is absent.

17. Refund Amounts and Deductions

Depending on the applicable remedy, a refund may include:

  • the amount actually paid for affected Products;

  • refundable taxes collected by us; and

  • shipping or other charges refundable under the Contract or law.

Discounted Products are refunded at the price actually paid.

An issue affecting only part of an Order does not automatically entitle the Buyer to a refund for unaffected Products. A broader remedy will be provided where legally required or where the issue materially affects the entire transaction.

Deductions will be made only where justified for the relevant return category and permitted by law.

We will explain:

  • why the deduction applies;

  • its amount; and

  • the supporting calculation or evidence.

We will not deduct costs attributable to our error or ordinary inspection of a valid defect return.

A reduced refund will not replace another remedy to which the Buyer is legally entitled.

18. Refund Methods and Timing

Refunds are normally issued through the Original Payment Method.

Where that method cannot receive the refund, we will arrange an alternative lawful method with appropriate verification and agreement.

For bank refunds, we may request complete and accurate account information and evidence that the recipient is entitled to receive the payment.

Ordinary commercial refunds are normally initiated within five to ten (5–10) Business Days after approval.

Earlier statutory deadlines take priority. The withdrawal timetable in Section 12 is not extended by internal approval, inspection, or processing.

Bank and payment-provider arrival times vary. We will provide available payment confirmation and reasonably assist in tracing delayed or returned refunds.

If incorrect account details prevent payment, we will request corrected information. An unsuccessful transfer does not automatically extinguish an outstanding refund obligation.

Where currency conversion was involved, we will refund the amount due in the original transaction currency where practicable. Independent exchange-rate changes or bank conversion charges are not normally reimbursed unless required by law or caused by our error.

19. Replacements, Reshipments and Exchanges

A replacement or reshipment may be arranged where lawful, available, and appropriate.

Where applicable law gives the Buyer a choice of remedy, we will respect that choice subject to lawful limitations.

We will confirm:

  • the Product and quantity;

  • whether a return is required;

  • expected dispatch timing;

  • shipping arrangements; and

  • any lawful allocation of costs.

We will not charge additional return or replacement shipping to correct our confirmed error.

A replacement arrangement must not materially reduce an express delivery or tax-inclusive commitment attached to the remedy.

If the agreed replacement cannot be supplied, we will provide the refund or other remedy required by law. Substituting a different Product or issuing store credit requires your agreement.

Voluntary exchanges follow the eligibility requirements and exclusions in Sections 13–14.

For an eligible voluntary exchange:

  • an agreed price difference is payable where the replacement costs more;

  • a lower-priced replacement results in repayment of the difference, or store credit if you agree; and

  • additional shipping charges must be disclosed and agreed.

20. Failed Delivery and Customs-Related Claims

If a shipment is lost, returned, refused by authorities, or cannot be delivered, contact us with the tracking information and relevant correspondence.

Our assessment will consider:

  • whether Delivery occurred;

  • the reason for the failure;

  • the shipping service selected;

  • any express delivery or tax-inclusive commitment;

  • whether either party failed an applicable obligation; and

  • available carrier, customs, and fulfilment evidence.

Where we remain responsible for an undelivered Order, we will provide the remedy required by the Contract and applicable law.

Costs caused by the Buyer, including costs arising from failure to collect or cooperate where required, may be recovered only where justified, documented, and legally permitted.

A proposed reshipment must use a lawful and reasonably viable route. We will not require repeated unsuccessful reshipments where a monetary refund is legally due.

Carrier or customs investigations do not suspend mandatory remedy deadlines.

Detailed customs responsibilities, import charges, recipient obligations, and shipping-service commitments are governed by our Shipping Policy and the terms agreed for the Order.

21. Store Credit

Store credit may be provided with your agreement or as a separate promotional benefit.

Store credit will not be imposed in place of a monetary refund to which you are entitled.

When issuing credit, we will disclose:

  • its value;

  • where it may be redeemed;

  • any lawful expiry date; and

  • applicable redemption restrictions.

Unless otherwise agreed, store credit is non-transferable and not redeemable for cash, subject to mandatory rights.

Where an Order was paid partly with money and partly with credit, refunds will reflect the relevant original funding sources.

We will explain partial-refund allocations and will not convert a monetary refund into additional credit without your agreement.

22. Duplicate Orders, Payments and Compensation

Contact us promptly if you accidentally place duplicate Orders. Before Dispatch, we will assess whether the duplicate can be cancelled.

Confirmed duplicate payments for the same Order will be refunded unless you expressly agree to another lawful arrangement.

The same loss cannot be compensated twice. Refunds, replacements, reshipments, insurance payments, payment reversals, and other compensation may be considered when determining any remaining entitlement.

If an original shipment is recovered after compensation, notify us. Where appropriate, we will arrange its return at our expense or agree another reasonable resolution.

You will not be required to withdraw a lawful payment dispute merely to have a Claim reviewed.

23. Claim Review and Decisions

We normally acknowledge or begin reviewing Claims within five to seven (5–7) Business Days after receipt.

This is an initial assessment target rather than a guarantee that every investigation will be completed within that period.

Complex Claims may require further evidence or consultation. We will provide reasonable updates and explain material delays.

Where information is missing, we may request it and allow a reasonable response period. Ordinarily, a Claim may be marked administratively inactive after fourteen (14) calendar days without a response.

Administrative closure does not remove valid legal rights. Relevant later information may be reassessed within applicable legal periods.

Internal targets and investigation procedures do not extend mandatory deadlines.

Discretionary return, exchange, replacement, or refund arrangements must be confirmed by an authorised representative. An automated acknowledgement is not approval. Statutory rights do not depend on discretionary approval.

If a Claim is declined or reduced, we will explain the principal reasons. You may request further review and submit additional evidence.

Suspected dishonesty will be assessed using evidence. A disputed Claim or insufficient documentation will not automatically be treated as fraud.

24. Changes to This Policy

Unless a change is required by law or expressly agreed with you, the version available when your Order was placed governs that purchase.

Updated versions apply to future transactions and will display a revised update date. Updates do not retrospectively remove rights already agreed.

This Policy must be read together with our Terms and Conditions, Shipping Policy, and any expressly agreed Order-specific terms.

25. Contact Us

For cancellation, return, refund, replacement, or other questions concerning this Policy, contact:

Detail Information
Website 1StopFiller.com
Operating company STBRUNO GLOBAL TRADING – FZCO
Email sales@1stopfiller.com
Telephone +370 617 46717
WhatsApp +370 617 46717

Please include your Order number where applicable.

A business or administrative office address is not automatically a return address. Contact us for the correct return destination before sending Products.

Appendix A — Model Consumer Withdrawal Form

Use this form only if you wish to withdraw from an eligible Consumer distance contract. You may instead send any other clear statement communicating your decision.

To: STBRUNO GLOBAL TRADING – FZCO, operating 1StopFiller.com
Email: sales@1stopfiller.com

I/We hereby give notice that I/we withdraw from my/our contract for the purchase of the following Products:

  • Order number:

  • Products:

  • Order date:

  • Date received:

  • Consumer name:

  • Consumer address:

  • Consumer email:

  • Date of this notice:

  • Signature: Required only if submitted on paper.