Returns & Refund Policy

Our return policy is valid within 30 days of receiving your product.

We want you to be completely satisfied with your online purchase. If you change your mind for any reason, you can simply return your item(s) to our warehouse within 30 days of receipt. Please let us know whether you would like an exchange or a refund. Sending the items back to us will be at your own cost.

To be eligible for a return, your item must be unused, in the same condition that you have received it, and it must also be in the original packaging.

Once your return is received, we will send you an email to notify you that we have received your returned item. After we have inspected the item, we will notify you of the approval or rejection of your return. This will normally take 2-3 business days to process. If your return is worn or damaged, unfortunately you will not be eligible and postage back to you will incur a $6 fee.

All return requests for orders received and delivered after 30 days will be politely declined. Unfortunately, if 30 days have passed since you've received your purchase we are unable to offer you an exchange or a refund.

Please make sure to read our item descriptions carefully and bear in mind that some colours in the product photos may differ slightly from the actual product due to the lighting of the photo shoot or how it is displayed on your monitor.

 

EXCHANGES

If you request for an exchange, we will email you a store credit for the amount you paid once we have received your product. This normally takes 2-3 business days. The store credits do not expire and can only be used once towards anything on our site.

We reserve the right to refuse returns if there is any sign of wear or damaged and without the original packaging.

Please note, we will not provide store credits for your cost in sending us back the returned items.

 

REFUNDS

If you request for a refund, and your return is accepted, your refund will be processed and applied to the original method of payment.

Refunds can take up to 7-10 business days to appear on your bank account due to varying processing times of your financial institution.

We reserve the right to refuse returns if there is any sign of wear or damaged and without the original packaging.

Please note, we will not refund you any cost you have incurred in sending us back the returned items.

To initiate a return, please contact us at support@straplaboratory.com.au.

Please include in the email:

  • Full Name
  • Order Number
  • Reason for your return
  • Details of the Desired Outcome (Store Credit or Refund)

Please note, Strap Laboratory Australia takes no responsibility for missing incoming deliveries of a return. We encourage you to return your item(s) via registered or traceable postal services as return parcels remain the responsibility of the customer until received by Strap Laboratory Australia.

 

FAULTY ITEM

Occasionally, things can go wrong. If your item has incurred a manufacturing fault within 90 days, we will replace the faulty item if stock is available or refund upon return.

Once we have inspected the photos and videos of the issue, we will be in touch to process a refund or store credit. This will normally take 2-3 business days. Once your refund has been approved, it will be processed straight back to your original method of payment. A refund will include the cost of the item, plus any applicable shipping costs. If you choose to receive store credits, you will receive a store credit via email.

If you suspect you have received a faulty item, please contact us at support@straplaboratory.com.au

Please include in the email:

  • Full Name
  • Order Number
  • Details as to the Fault that has Occurred
  • Details of the Desired Outcome (Replacement, Store Credit or Refund)
  • Images or Videos of the Fault

 

ORDER CANCELLATION AND CHANGE REQUEST

If you need to change your order, please contact us immediately at support@straplaboratory.com.au 

We pack and ship orders daily so we cannot guarantee your requests can be made. Once orders have been confirmed in our system, they are unable to be changed.

If you have incorrectly provided us with the wrong address and the item has been shipped, we cannot provide you a refund as we are not responsible for orders not received due to incorrect shipping addresses entered by the customer at time of purchase. We suggest for you to contact Australia Post as they may be able to re-route the package.