Refund policy
1. Applicable Timeframes
Standard Items: You may request a return or exchange within 30 days of delivery.
Promo Code Purchases: Items bought using discount codes are eligible for return or exchange within 15 days of delivery.
Festive Season (Nov 15 - Dec 31): We offer an extended 60-day window from the delivery date for any purchases made during the holiday period.
2. Ineligible Items
Please note that the following cannot be returned or swapped:
- Personalized goods (such as items with custom pet engravings).
- Final sale items discounted by more than 50%.
3. Condition Standards
Validity: Returns are accepted exclusively for manufacturing defects, while exchanges are permitted for sizing issues (whether due to our dispatch error or an improper fit for your pet).
State of Product: All items must remain in their original, unwashed, and unworn state with all tags and packaging attached.
Health & Safety: Any products showing signs of wear, dirt, pet hair, or saliva will be strictly rejected. A valid proof of purchase is required for all requests.
4. Initiating a Request
To start the process, simply email strawii.admin@gmail.com with clear pictures of the item and a short explanation of the issue.
Notice: Please wait for our approval and instructions before shipping anything back. Unauthorized returns sent without prior communication will be declined.
5. Return Shipping Fees
Our Responsibility (Defects/Wrong Item): If the item is faulty or we made a mistake, strawii will cover the freight and provide a prepaid shipping label.
Customer Preference (Size Changes): If you need a different size or changed your mind, you will be responsible for covering the return postage using a courier of your preference.
6. Cancellations & Refund Processing
Order Modifications: Cancellations are only accepted prior to shipment. Once a package leaves our facility, you must follow the standard return procedures.
Refund Timeline: Upon receiving and successfully inspecting your approved return, we will process the refund to your initial payment method within 10 business days.