There’s a lot to a boring Policy, but in short, if you have ordered the wrong item (size or colour), changed your mind, or your product has been subject to a manufacturing fault - we can help!
Click the chat button at the bottom right of your screen to chat to one of the iStrap team and we will be in touch with you shortly.
We're here from 11am to 7pm weekdays (NZST), excluding public holidays and endeavour to get to your enquiry as soon as possible.
100% Satisfaction Guarantee
We get it, sometimes things just aren’t right and you want to return them. Our 100% Satisfaction Guarantee allows for any product to be returned to us, unused and in its original packaging within 14 days of it being received by you. Once returned to us and inspected by our Quality Assurance Team, we will notify you with the approval for a store credit.
Exchanges & Store Credits
Our policy is simple, items are eligible for returns within 14 days of them received by you. If 14 days have lapsed unfortunately this falls outside of our policy.
If you have ordered the incorrect item, or simply changed your mind, we can offer you a store credit once your item has been returned to us. The item must be in its original packaging and unused.
Once your returned item is received, inspected and approved by our Quality Assurance Team a store credit for the value of the item will be provided.
If the item is deemed worn or damaged, therefore rejected by our Quality Assurance Team, unfortunately, you will not be eligible for a store credit and postage back to you will incur a $15 fee.
A one-time-use store credit will be emailed to you and is as good as cash so it is important that this is kept safe and secure. When you wish to use your store credit, simply enter the code at checkout. Store credits are valid for 30 days from the date of issue and cannot be renewed or extended.
From time to time things can go wrong, and we understand. If your product has incurred a manufacturing fault within 30 days, that’s on us! We are more than happy to provide you with a refund or store credit (or replacement part/s where applicable). iStrap is responsible for all postage should we deem a manufacturing fault.
Once photos and videos of the item have been inspected by our Quality Assurance Team, we will be in touch to process a refund or store credit (or replacement part/s where applicable).
Once your refund has been approved, it will be processed immediately to your original method of payment. A refund will include the cost of the item, as well as any applicable shipping costs. Once your store credit has been approved, you will be emailed a code to use at the checkout of your next purchase, which will be valid for 30 days from date of issue.
Refunds are only provided on manufacturing faults. Once a customer's refund has been approved, it will be processed immediately to their original method of payment. If the funds have not been received back onto the customer's original payment method within 5 business days, we recommend contacting your financial institution.
If a customer has ordered the incorrect item or has changed their mind and desire a store credit, the customer is responsible for shipping across the entire returns process. If a customer is shipping an item back to us, we strongly suggest that the return is accompanied by a tracking number. If a customer's return parcel is lost in transit, it is the responsibility of the shipping provider, not iStrap. Shipping costs are unable to be refunded, or credited.