Returns Policy

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, or (if you wish to be a tad more formal) fill out the form on our Contact page here and we will be in touch with you shortly.

We're open from 9am to 5pm weekdays, excluding public holidays and will endeavour to get to your enquiry as soon as possible. 

Please make sure you give us the following information so that we can help you as quickly as possible!

  • Full Name
  • Email Address on your order
  • Order Number
  • Reason for refund/exchange/store credit.
  • Photos/Video of the item if necessary
  • The product you wish to exchange for if you are wanting an exchange 

 

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 delivered to you or becoming available for your collection. Once returned to us and inspected by our Quality Assurance Team, we will notify you with the approval for a store credit or exchange for another product.

 

Exchanges

Our policy is simple, items are eligible for returns within 14 days of them being delivered to you or becoming available for your collection. 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 an exchange once the item has been returned to us. The item must be in its original packaging and unused. If the item is deemed worn or damaged, unfortunately, you will not be eligible for an exchange, refund or store credit and it is your responsibility for postage back to you should you decide that you would like the product returned to you.

Once your returned item is received and inspected by our Quality Assurance Team, we will be in touch to process your exchange. Once your exchange has been approved, you will be sent tracking details of when the new item you have requested will be shipped. 

 

Store Credits

Our policy is simple, items are eligible for returns within 14 days of them being delivered to you or becoming available for your collection. 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 the item has been returned to us. The item must be in its original packaging and unused. If the item is deemed worn or damaged, unfortunately, you will not be eligible for an exchange, refund or store credit and it is your responsibility for postage back to you should you decide that you would like the product returned to you.

Once your returned item is received and inspected by our Quality Assurance Team, we will be in touch, to process your store credit. If your purchase is eligible for a store credit, a code will be provided to you upon your order being returned, received, and inspected by iStrap. The 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 will have an expiry date, and you are required to use the credit prior to its expiry as they cannot be renewed. 

 

Manufacturing Faults

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 replacement, refund or store credit once the item has been returned to us.

Once your returned item is received and inspected by our Quality Assurance Team, we will be in touch, to process a refund, exchange, or store credit. Once your refund has been approved, it will be processed immediately to your original method of payment. Once your exchange has been approved, you will be sent tracking details of when the new item you have requested will be shipped. Once your store credit has been approved, you will be emailed a code to use at the checkout of your next purchase.

If your product has incurred a manufacturing fault we will assess photos or videos of the damage in order to provide you with a resolution in the form of a repair, replacement, refund or store credit. iStrap will be responsible for all postage should we deem a manufacturing fault.

 If there is claimed to be a fault which upon inspection by our Quality Assurance team is discovered to not be present, a partial refund will be provided. The partial refund will include the amount you paid for the item itself, minus a $10 restocking fee.

 

Refunds

Refunds are only provided on manufacturing faults. Once your returned item is received and inspected by our Quality Assurance Team, we will be in touch, to process a refund, exchange, or store credit. Once your refund has been approved, it will be processed immediately to your original method of payment. If the funds have not been received back onto your original payment method within 5 business days, you will need to contact your financial institution (e.g. PayPal, AfterPay, Bank).

 

Return Shipping

If you have ordered the wrong item or you have changed your mind, you will be responsible for shipping costs for returning your item and getting the replacement back to you. The return to us will need to accompany a return shipping package for us to ship your exchanged order back to you. If iStrap receives your order without a return shipping package, we will be unable to send any items you are exchanging for back to you.

If you are shipping an item back to us we strongly suggest that you use shipping that is accompanied by a tracking number. If your 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.