Return Policy

What is your return & exchange policy?

 

  • You have the right to return one or several products for a refund within 14 days after receiving your order.  
  • The product should be in the same condition as when it was received. The product shall also be in their original containers with labels intact and protective stickers.
  • Products purchased directly from our website has to be returned to our warehouse for a substitution to be made. The products can’t be exchanged at a retailer.
  • A product can only be replaced with another product of equal or lesser amount. If you want to change to a product with a higher price, we ask you to return the initial order for a refund and place a separate order with the desired product.
  •  Please note that you need to pay the return cost when returning your order.
  •  If you wish to make an exchange, please state the product you wish to exchange to on the delivery note and we will send you the replacement as soon as we receive the return.
  • Please note that we always refund you the amount that was paid for each product upon return. For instance, if you have bought a product with a discount code, we will refund you the amount you have paid. 

 

I have received the wrong item, what do I do?

We are sorry that we have sent you an item that is different to what you have ordered. Please contact us by emailing us, and we will do everything we can to correct our mistake.

 

I have received a damaged item, what do I do?

If you have received a delivery containing a damaged item, we apologize for that!

Please contact us by sending us an email, and we will make sure to help you as fast as we can!

 

Include the following when contacting us:

  • A photo of the damaged product.
  • Your order number or the email address you used when you placed the order.

 

How do I exchange/return my order?

If you wish to return your order, please send it back to us and we will handle your return as soon as we receive it.

 

1. Include the following return information on a note together with your return.

 

Return information:


•             Full name
•             Order number
•             If you wish to receive a new product or a refund
•             When applicable, what product you wish to exchange to

 

2. Enter the return address on the package (make sure to cover the original address label and the bar-code). Please note that you need to pay for the return cost.

Return address:


STRAX GmbH 

Belgische Allee 52 + 54

53842 Troisdorf

Germany