We Want You to Shop With Confidence.
At STRAIV, we're committed to providing products that help makers build with greater comfort and confidence.
If your purchase isn't the right fit, we're here to make the return process as simple and straightforward as possible.
Please review our return policy below before submitting a return request.
30-Day Return Policy
You may request a return within 30 days of receiving your order.
To be eligible for a return, your item must:
- Be unused or in like-new condition.
- Be returned in its original packaging whenever possible.
- Include all original parts and accessories.
- Be accompanied by proof of purchase or your order number.
Once your return is received and inspected, we'll notify you of the outcome.
How to Start a Return
To begin a return, please contact our support team at:
Please include:
- Your order number
- The product you'd like to return
- The reason for the return
- Photos (if the item is damaged or defective)
Our team will provide return instructions and the next steps.
Please do not send items back without contacting us first.
Refunds
Once your returned item has been received and approved, your refund will be processed to your original payment method.
Most refunds are completed within 5–10 business days, depending on your payment provider.
If you haven't received your refund after this period, we recommend contacting your bank or payment provider before reaching out to us.
Damaged or Incorrect Items
If your order arrives damaged, defective, or you receive the wrong item, please contact us within 7 days of delivery.
To help us resolve the issue quickly, include:
- Your order number
- Clear photos of the item
- Photos of the packaging
- A brief description of the issue
If your claim is approved, we'll arrange an appropriate solution, such as a replacement, refund, or store credit.
Exchanges
We do not currently offer direct exchanges.
If you'd like a different item, we recommend returning the original product (if eligible) and placing a new order once your return has been approved.
Non-Returnable Items
For hygiene, safety, or product integrity reasons, some items may not be eligible for return unless they arrive damaged or defective.
These may include:
- Personal care products
- Items marked as Final Sale
- Gift cards
- Products showing signs of misuse, damage, or excessive wear after delivery
Any product-specific return restrictions will be clearly noted on the product page.
Return Shipping
If the return is due to:
- A damaged or defective product
- An incorrect item sent by STRAIV
We will cover the return shipping costs.
If the return is requested for any other reason, the customer is generally responsible for return shipping costs unless otherwise stated.
We recommend using a trackable shipping service when returning items.
Return Eligibility
Returns may not be accepted if:
- The return request is submitted after 30 days.
- The item has been used beyond normal inspection.
- The product is missing essential components.
- The item has been intentionally damaged or modified.
- The product is returned without prior authorization from our support team.
Need Help?
If you're unsure whether your order qualifies for a return, we're happy to help.
Customer Support
Business Hours
Monday – Friday
Typical Response Time
Within 24 business hours.
Our Promise
We understand that buying online requires trust.
That's why we're committed to making our return process clear, fair, and customer-focused.
Our goal isn't simply to process returns.
It's to ensure every STRAIV customer feels confident shopping with us—before, during, and after every purchase.
Thank you for choosing STRAIV.