At Stro, we want you to feel confident that the product is the right fit for your body and your daily routine. We understand that comfort and fit are personal, and that purchasing online can involve uncertainty.

The Seven-Day Fit Guarantee is intended to help customers assess fit and suitability. Please use the product only as reasonably necessary to evaluate comfort and fit.

If, after trying Stro, you believe that it isn’t suitable for your body or intended use, please contact us within seven days of delivery. Your feedback helps us improve the product and provide better guidance to future customers.

1. Eligibility

To request a refund or exchange under the Seven-Day Fit Guarantee, you must:

• contact Stro within seven days of delivery;
• provide your order number;
• provide a brief description of why Stro was not suitable for you; and
• provide one or two photographs showing how the product fits and any issues you experienced.

Once your request has been approved, the product must be shipped back within seven days.

The guarantee period begins on the date the package is marked as delivered.

2. Size exchanges

Customers may exchange their Stro for a different size within seven days of delivery.

• 450 g to 800 g: NZ$50 plus return shipping costs.
• 800 g to 450 g: NZ$50 refund, minus return shipping costs.

Customers are responsible for the cost of returning the original product. Stro will cover the shipping cost of the replacement product.

Any customs duties, import taxes or storage fees associated with replacement shipments are the responsibility of the customer.

Only one size exchange is permitted per order.

Products received as part of an exchange are not eligible for a second exchange or refund under the Seven-Day Fit Guarantee.

To reduce unnecessary waste, replacement products sent as part of a size exchange may occasionally include metal components or pouches that have previously been returned under the Seven-Day Fit Guarantee. Any such items are carefully inspected and must meet Stro’s standards for like-new condition. Hygiene items, including sleeves and straps, are never redistributed after use.

3. Refunds and store credit

Customers may choose to receive either:

• a refund; or
• store credit.

Refunds will be processed within fourteen days of Stro receiving and inspecting the returned items.

Refund amounts where sleeves and straps have been opened or used are as follows:

• Stro 450: NZ$175 refund.
• Stro 800: NZ$219 refund.

Unused, unopened sleeves and straps may be returned in their original packaging.

4. Hygiene items

Sleeves and straps are considered hygiene items.

Opened or used sleeves and straps are not eligible for a refund and may be retained by the customer.

For refunds and size exchanges involving opened sleeves or straps, only the refundable value of the metal component and pouch will be credited.

5. Return conditions

The metal component and pouch must be returned in like-new condition, free from significant scratches, dents or visible damage. Minor signs of handling are acceptable.

Stro reserves the right to determine whether returned items meet the requirements of the Seven-Day Fit Guarantee.

6. Shipping, customs and taxes

Customers are responsible for:

• all return shipping costs;
• any customs duties, import taxes and storage fees associated with returns; and
• any customs duties, import taxes and storage fees associated with replacement shipments.

The customer remains responsible for the returned product until it has been received by Stro.

All returns must be sent using a tracked shipping service.

7. Exclusions

The Seven-Day Fit Guarantee:

• applies to discounted products;
• does not apply to clearance items, bundles or promotional offers; and
• may only be used once per order.

Contact: support@strolcollective.com

Please include your order number, a brief description of the issue and one or two photographs when contacting us regarding a refund or exchange.