Refund policy

Strecho Refund, Return & Replacement Policy

Last Updated: July 20, 2026

At Strecho, we want you to shop with confidence. If something goes wrong with your order, we're here to help. Please read our refund, return, and replacement policy carefully before making a purchase.

1. Return Policy

Most of our products are shipped directly from our fulfillment partners.

Because of the high cost of international return shipping, we generally do not require customers to return products for refunds or replacements.

If a return is exceptionally required, Strecho will provide instructions before any item is sent back. Returns sent without authorization may not be accepted.

2. Eligible Refund & Replacement Cases

You may qualify for a refund or replacement in the following situations.

A. Damaged or Defective Product

If your item arrives damaged or does not function as intended:

  • Contact us within 7 days of delivery.

  • Provide clear photos or a short video showing the issue.

  • Once verified, we will offer either:

    • A replacement, or

    • A full refund.

Please Note: Damage to the outer packaging alone does not qualify for a refund if the product inside is undamaged and fully functional.

B. Incorrect or Missing Item

If you receive the wrong product, wrong size, wrong color, wrong variant, or if an item is missing:

Please contact us within 7 days of delivery and provide:

  • Photos of the received item

  • Photos of the original packaging

  • A photo showing the shipping label

  • A description of the issue

After verification, we will send a replacement or issue a full refund.

C. Order Delays

If your package has not been delivered due to shipping issues and:

  • has no tracking updates,

  • remains in transit for an unusually long period, or

  • exceeds the expected delivery timeframe,

we will investigate the shipment.

If the package is confirmed lost by the carrier, Strecho may issue a replacement or refund.

Typical maximum delivery investigation periods are:

  • 45 days for U.S. orders

  • 60 days for most international orders

  • 110 days for Brazil

D. Order Cancellation

Orders may be canceled for a full refund before they are processed or shipped.

Once an order has entered processing or has been shipped, cancellation is no longer possible.

3. Delivered Orders

If tracking shows the package has been successfully delivered, refunds or replacements cannot normally be issued.

If you believe the package was marked as delivered but was not actually received, you may be asked to provide official non-delivery confirmation from your local postal service or shipping carrier before we can review your claim.

4. Refund Eligibility

To qualify for a refund or replacement:

  • Your request must be submitted within the applicable reporting period.

  • All requested evidence must be provided.

  • Orders older than 7 days from the delhivery date are not eligible for refunds or replacements.

5. Evidence Required

To help us process your request quickly, please provide:

  • Your order number

  • Photos or videos clearly showing the issue

  • Photos of the packaging (if applicable)

  • Shipping label (if applicable)

  • A brief explanation of the problem

Failure to provide sufficient evidence may delay or prevent approval.

6. Refund Process

Once your request has been reviewed and approved:

  • Refunds are initiated within 1-2 business day.

  • Funds are typically returned to your original payment method within 5–10 business days, depending on your bank or payment provider.

Refunds can only be issued to the original payment method used during checkout.

7. Non-Refundable Situations

Refunds or replacements cannot be provided in the following situations:

  • Incorrect shipping address provided by the customer.

  • Customer changes their mind after shipment.

  • Delivery delays caused by customs, weather, holidays, or events outside our control.

  • Minor color variations caused by different screen displays.

  • Normal wear and tear or misuse of the product.

  • Damage caused after delivery by improper handling or accidents.

  • Packaging damage when the product itself is undamaged and fully functional.

8. Customs & Import Duties

Customers are responsible for any customs duties, taxes, or import fees required by their country's regulations unless otherwise stated during checkout.

Any customs fees paid to government authorities are generally non-refundable.

9. Exceptional Cases

In rare situations, Strecho may approve a goodwill refund outside this policy. Such decisions are made solely at our discretion and do not establish future entitlement.

10. Contact Us

If you experience any issue with your order, please contact our support team as soon as possible.

Please include:

  • Order Number

  • Your Name

  • Description of the issue

  • Photos or videos (if applicable)

We aim to respond within 24–48 business hours.

Thank you for shopping with Strecho. We appreciate your trust and are committed to resolving genuine order issues as quickly and fairly as possible.