Warranty, Return & Exchange Policy

Your satisfaction is Our First Priority. All StrapFreak products are inspected for quality assurance before they are shipped. If there is any products damaged by defect in workmanship or mistakenly shipped, we will replace them Free of Charge (items must be returned within the warranty period of 3 days). Please be noted that any straps that has been worn, tried on, or misused will not be accepted and will be returned to the customers.

If you have an issue with your order, please reach out to our customer support team via email address adit@strapfreak.com to start a request.

Returns & Exchange Policy

Firstly, if there is any defects or issues regarding the product due to our mistake, the product will be eligible for any return/refund/exchange within 14 days of order delivery and we will cover the return shipping fee (Up to US$25 for any International orders).

Assuming that the order was correct and without any defects, our returns, refunds and exchange policy differs depending on the type of strap ordered. All return costs will be paid by the customer.

Claim Process

Straps that are in unused condition (no bending/crease, buckle tongue must not be put through the strap hole) can be returned for a 70% refund (less shipping fees) within 14 days of order delivery. The 30% restocking fee for an unused strap is charged because we are unable to re-sell your strap at the original retail price, as it was custom made to your specifications.

The restocking fee will still be charged if you wish to cancel your custom order before the strap is shipped, if the strap is already in production (we will usually start within 1-2 days of placing your custom order).

If the strap is already worn and not in unused condition, we will have to charge a restocking fee of up to 70% of the strap price, depending on the specific condition of the strap, as the strap is no longer in new condition and we are unable to sell the strap as new.

Other Details

• All return costs will be borne by the customer, unless the return was initiated due to our mistake.
• Upon sending your item back, please allow 7-14 business days from the time you ship your order for your return or exchange to be processed.

Return Process

1. Ensure that the strap is 100% unworn (no bending or creases on the leather, buckle tongue must not be put through the strap hole).
   
   
2. Email us at adit@strapfreak.com with the following template (replace the text as necessary): 
   Hi there, I would like to return my <name of strap> strap from order <#order number> because <reason for return>. I certify that the strap is 100% unworn (no bending or creases on the leather, buckle tongue was not fitted through the strap hole), and I understand that I will not be refunded the original shipping fees. Thank you.
   
   
3. We will reply to your email with the return address. You may send the strap back via any courier or postal service. Do ensure that you note down your order number inside the package to ensure timely processing of the return.
   
   
4. Once we receive your strap, you will receive a refund back to your original payment method, less the original shipping cost and any restocking fees (if applicable, for custom straps).
   
   
5. If you wish to exchange for another strap, you will be refunded for the original strap after we receive it, and you can place a separate order for the correct strap. You may choose to place a separate order for the correct strap even before we receive your returned strap.

 

If you require any more information then please contact us at adit@strapfreak.com