Refund policy

Last updated: July 26, 2026

At TheStrap.Co, we want you to be satisfied with your purchase. This Return and Refund Policy explains how returns, refunds, damaged or incorrect products, return shipping, and order cancellations are handled.

Countries Covered

This policy applies to eligible purchases made directly through TheStrap.Co and shipped to customers worldwide.

TheStrap.Co operates from Malaysia. Nothing in this policy excludes, restricts, or replaces any mandatory consumer rights available under the laws of the customer’s country, state, province, or territory.

Where applicable consumer law provides greater protection than this policy, those mandatory legal rights will apply.

14-Day Return Policy

You may request a return within 14 calendar days from the date your order is delivered, based on the delivery date shown by the shipping carrier.

We accept eligible returns for both:

  • Defective, damaged, or incorrect products; and
  • Non-defective products, including change-of-mind returns or products ordered in the wrong size, color, style, or quantity.

Product Condition

We accept returns for new products only.

To be eligible for a return, the product must be:

  • Unworn and unused;
  • In the same condition in which it was received;
  • Returned with all original tags attached;
  • In its original packaging; and
  • Accompanied by a receipt or other proof of purchase.

Customers may open the packaging to inspect the product. However, products that have been worn, used, washed, altered, damaged after delivery, or returned without their original tags or packaging may not be accepted.

How to Request a Return

All returns must be requested and approved before the product is mailed back.

To start a return, contact us at info@thestrap.co within the 14-day return period.

Please include:

  • Your full name;
  • Order number;
  • Email address used to place the order;
  • Product you wish to return;
  • Reason for the return; and
  • Clear photographs if the product is damaged, defective, incorrect, or incomplete.

If your return is approved, we will provide the return shipping address and instructions for mailing the product.

Products sent back without prior return authorization will not be accepted.

Please do not mail products directly to our operating address unless our Customer Support team specifically instructs you to do so.

Return Method

Returns are accepted by mail only.

We do not currently accept returns:

  • In a physical retail store; or
  • At a third-party drop-off location.

Customers must follow the return instructions and use the return address provided by our Customer Support team.

Return Labels

Return labels are the customer’s responsibility.

We do not:

  • Include a return label inside the original package; or
  • Provide a downloadable prepaid return label for standard change-of-mind returns.

Customers must arrange and pay for return shipping when returning a non-defective product, including returns caused by:

  • Changing their mind;
  • Ordering the wrong size, color, style, or quantity;
  • No longer wanting the product; or
  • Providing incorrect order information.

We recommend using a tracked shipping service and keeping the shipping receipt until the return and refund have been completed.

TheStrap.Co is not responsible for return packages that are lost, delayed, or damaged before reaching the return address provided by us.

Wrong, Damaged, or Defective Products

Please inspect your order as soon as it is delivered.

Contact us promptly if:

  • You receive the wrong product;
  • The product arrives damaged;
  • The product has a manufacturing defect; or
  • A product is missing from your order.

Email info@thestrap.co with your order number and clear photographs showing:

  • The product;
  • The issue or defect;
  • The original packaging; and
  • The shipping label.

Once the issue has been reviewed and confirmed, we will provide an appropriate resolution. This may include a replacement, refund, or another remedy required by applicable law.

If we require a confirmed wrong, damaged, or defective product to be returned, TheStrap.Co will cover or reimburse reasonable return shipping costs according to the instructions we provide.

Customers must not return a damaged, defective, or incorrect product before receiving approval and return instructions.

Damage caused by misuse, improper care, normal wear and tear, accidental damage after delivery, or unauthorized alteration is not considered a manufacturing defect.

Change-of-Mind Returns

Eligible change-of-mind returns are accepted within the 14-day return period, provided the product meets all return-condition requirements.

For change-of-mind returns:

  • The customer is responsible for return shipping costs;
  • The customer must arrange the return shipment;
  • Original shipping charges are non-refundable;
  • No prepaid return label will be provided; and
  • The product must be returned in new, unworn, and unused condition.

We do not charge a restocking fee for approved returns.

Product Color and Appearance

We make reasonable efforts to display product colors, materials, and details accurately.

However, the actual product color may vary slightly because of photography, lighting, screen settings, and differences between devices.

Minor color differences caused by screen or lighting variations are not normally considered defects. Customers may still request an eligible change-of-mind return within the 14-day return period.

Incorrect or Incomplete Shipping Addresses

Customers are responsible for providing a complete and accurate shipping address when placing an order.

Contact info@thestrap.co within eight hours of placing your order if you need to correct or change the shipping address.

We will make reasonable efforts to process the request, but address changes cannot be guaranteed after an order has entered processing, been packed, or been shipped.

If an order is returned to us because the customer provided an incorrect or incomplete address, the customer may choose:

  • Reshipment after paying the new shipping charge; or
  • A refund of the eligible product price after the parcel is received and inspected, less the original shipping cost and any return-to-sender charges.

We cannot guarantee a refund or replacement when carrier tracking confirms that an order was delivered to the address entered by the customer. This does not affect any mandatory rights available under applicable law.

Return Inspection

We will notify you by email after your return has been received and inspected.

Returns will be assessed to confirm that:

  • The correct product was returned;
  • The return was authorized;
  • The product is unworn and unused;
  • All original tags, packaging, accessories, and included items are present; and
  • The product has not been washed, altered, or damaged after delivery.

We will then notify you whether the return and refund have been approved or rejected.

If a return is rejected, we will explain the reason and provide information about any available next steps.

Refunds

Approved refunds will be issued to the original payment method within 10 business days after return approval.

After the refund has been issued, your bank, card issuer, or payment provider may require additional time to process and display the refund in your account. This additional processing time is outside TheStrap.Co’s control.

Original shipping charges are non-refundable for change-of-mind returns.

When a return results from a confirmed error by TheStrap.Co, such as a wrong, damaged, or defective product, eligible standard shipping charges will also be refunded where appropriate.

If more than 15 business days have passed since we confirmed that your refund was issued and it has not appeared in your account, please contact info@thestrap.co.

Exchanges

We do not offer direct exchanges.

To receive a different product, size, color, or style:

  1. Request a return for the original product;
  2. Wait for the return to be approved; and
  3. Place a separate order for the replacement product.

Replacement products are subject to current availability and pricing.

Order Cancellations and Changes

Requests to cancel an order or change its size, color, quantity, or shipping address must be emailed to info@thestrap.co within eight hours of placing the order.

We will make reasonable efforts to accommodate the request, but cancellations and changes are not guaranteed.

An order cannot be cancelled or changed once it has already been processed, packed, or shipped.

After delivery, the customer may request a return according to this policy.

Contact Us

For questions about returns, refunds, damaged products, incorrect products, or order cancellations, contact:

TheStrap.Co

Email: info@thestrap.co
Phone: +1 (564) 224-7780

Customer support hours:
Monday–Saturday
10:00 AM–6:00 PM
Malaysia Time (GMT+8)

Operating address:

1392, Lorong Nipah 5
Pandamaran
42000 Port Klang
Selangor, Malaysia

Please do not send returns to the operating address without prior authorization and return instructions from our Customer Support team.