Refund policy

RETURN & EXCHANGE POLICY

At STILLNEO, every piece is a deliberate creation intended to bring stillness and balance to your space. Because of the delicate nature of our sculptural forms and the intentionality behind our craft, we believe a piece should find its place in your home with natural harmony.

An object should never feel forced into a space. We understand that sometimes, an object needs to be held to be truly understood. If a piece does not resonate with your sanctuary—if it doesn’t feel like it truly belongs, we are here to facilitate a gentle and simple exchange process, ensuring that both you and the artwork find your peace.

1. RETURN WINDOW:

We offer a 14-day reflection period starting from the day of delivery. You may initiate a return or exchange within this timeframe if the piece does not fit your vision.

2. ELIGIBILITY & CONDITIONS

We accept returns for personal preference, as we believe an object must truly belong to be cherished. However, to honor the life of the object and ensure it can find a new home, the piece must be returned in its original, pristine condition

  • Preservation: The item must be unused, unmarred, and in the same state of perfection as when it arrived.

  • The Original Shell: Because our sculptures are structurally vulnerable, they must be returned in all original packaging (custom foam and boxes). We cannot accept returns without the original packaging, as it is essential to the object's safety during transit.

3. DAMAGED OR DEFECTIVE ITEMS 

Our pieces are crafted with solidity and soul. While we take immense pride in the structural integrity of our work, we understand that the journey to your sanctuary can be unpredictable.

If your artwork arrives with any imperfection or damage from transit, please write to us at contact@stillneo.com within 48 hours of delivery with:

  • Clear photos or a short video illustrating the issue.

  • Your order number.

Our Commitment: We believe your sanctuary should never be compromised by a broken object. Upon verification, we will proceed immediately to send you a brand-new, complimentary replacement. We don't just fix a problem; we ensure the continuity of your experience with the perfection you deserve.

4. PROMOTIONAL ITEMS

Items acquired during significant seasonal offerings or via curated codes of 20% or more are considered a Final Placement. To maintain the sustainable flow of our craft, these pieces are not eligible for voluntary returns or monetary refunds.

Our Quality Guarantee: Regardless of the path taken to reach you, every piece remains anchored by our commitment to perfection. If your artwork arrives with any transit-related imperfection, we will provide a complimentary replacement to ensure your space is graced with the soul and solidity it deserves.

5. THE JOURNEY HOME: INITIATING A RETURN

To begin the transition of a piece back to our studio, please reach out to us at contact@stillneo.com with your order number and a brief note on why the object did not resonate. Upon review, we will guide you through the gentle steps necessary for its return.

A Note on Logistics & Transparency:

In our effort to bring art into every sanctuary, we heavily subsidize the initial passage of our work. While the specialized care required for a fragile sculptural piece is significant, we offer a nominal delivery fee of $8–$12 to ensure accessibility.

Should you decide that a piece does not find its natural harmony in your space, the following considerations apply for personal preference returns:

Return Logistics: To maintain the flow of our craft, the customer assumes responsibility for return shipping, reflecting the actual carrier rates (typically $20–$50).

Restoration & Care: A 20% restocking fee is applied to each return. This ensures the meticulous inspection and climate-controlled preservation required to maintain the "stillness" of the artwork for its next placement.

6. REFUNDS

Once we receive and inspect your return, we will notify you of the approval or rejection of your refund.

  • Approval: If approved, you will be automatically refunded on your original payment method within 10 business days.

  • Deductions: Please note that original shipping fees and the 20% restocking fee are non-refundable.

7. Here to Assist We are at your service, Monday through Friday. Whether you are missing a component or simply need advice on placement, we are listening.

Contact: Contact@stillneo.com