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 - hit us up! We're here to help you. You can hit up 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 9am to 5pm weekdays, excluding weekends and public holidays (when we take some much needed rest!).
100% Satisfaction Guarantee
We get it! Sometimes a product just isn’t right for you. If you’ve changed your mind, ordered the wrong item, or need to change your size we’ve got you covered! Our 100% Satisfaction Guarantee empowers you to exchange for another product that you’ll love without hassle.
Exchanges & Store Credits
Our policy is simple! If you’ve ordered the wrong item, or simply changed your mind, return your straps within 30 days of receiving them and our team will get working on your store credit. If 30 days have passed unfortunately this falls outside of our policy.
Once your straps have been received, we’ll email you a store credit for the amount you paid, so you can get shopping for something new. This normally takes 2-3 business days.
Do us a solid, and make sure your straps are returned in their original packaging and condition. We’d love to help you, and store credits are only issued for items in their original packaging and condition. If your return is worn or damaged, unfortunately, you won’t be eligible for a store credit and postage back to you will incur a $5 fee.
Oh, and FYI, store credits will be emailed to you and are for one-time-use only - no double dipping! When you’d like to use your store credit, simply enter the code at checkout. You’ll have 30 days to use it - so keep it safe and secure, and give it the attention it deserves.
From time to time things can go wrong - please forgive us! If your product has incurred a manufacturing fault within 90 days, that’s totally on us. We’d love to provide you with a refund or store credit (or replacement part/s where applicable), and it’s our shout on all postage for manufacturing faults! Once photos and videos of the issue 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 FAST, straight back to your original method of payment, so no waiting around. A refund will include the cost of the item, plus any applicable shipping costs. Once your store credit has been approved, you’ll get a sweet little code to use at the checkout of your next purchase, which will be valid for 3 years from the date of issue.
Refunds are only issued for manufacturing faults. Once your refund has been approved, it’ll be processed straight back to the original method of payment. If the refund hasn’t landed back onto your original payment method within 5 business days, we recommend chatting to your financial institution.
If you’ve ordered the wrong item or changed your mind, you’ll be responsible for shipping across the entire returns process. Hot tip...if you’re sending something back to us, we suggest sending it with a tracking number. If your return parcel is lost in transit, that’s on the shipping provider, not iStrap. Shipping costs can’t be refunded, or credited.