Refund policy
Last updated: 11 August 2026
We want you to feel confident when purchasing Stro. This policy explains our voluntary Seven-Day Fit Guarantee, size exchanges, refunds, and what happens if there is a problem with your product.
Nothing in this policy limits any rights you may have under the New Zealand Consumer Guarantees Act 1993 or other consumer laws that apply to you. Under New Zealand law, remedies for goods that fail to meet consumer guarantees can include repair, replacement or refund depending on the circumstances.
Seven-Day Fit Guarantee
We understand that it can be difficult to assess the fit and suitability of a product when purchasing online. That’s why eligible Stro purchases are covered by our voluntary Seven-Day Fit Guarantee.
The Seven-Day Fit Guarantee is intended to help you assess whether Stro is suitable for your body, comfort and intended use. It is not intended as an extended trial period.
Please use the product only as reasonably necessary to assess fit, comfort and suitability.
If, after trying Stro, you feel that it isn’t suitable for your body or intended use, contact us at support@strocollective.com within seven days of delivery.
The seven-day period begins on the date your parcel is recorded as delivered.
When contacting us, please provide your order number, a brief description of why Stro wasn’t suitable for you, and preferably one or two photographs showing the fit or issue you experienced. This feedback helps us improve Stro and provide better guidance to future customers.
Once your return or exchange request has been approved, the required items must be shipped back within seven days of approval.
Return condition
The metal component and pouch must be returned in like-new condition.
Minor signs of careful handling are acceptable. Significant scratches, dents, damage or signs of use beyond what is reasonably necessary to assess fit and suitability may make the product ineligible for the Seven-Day Fit Guarantee.
Stro reserves the right, acting reasonably, to determine whether returned items meet the requirements of the Seven-Day Fit Guarantee.
These conditions relate only to our voluntary Fit Guarantee. They do not restrict your rights if your product is faulty or otherwise fails to meet applicable consumer guarantees. Under the CGA, acceptable quality includes factors such as appearance and finish, freedom from minor defects, safety and durability.
Sleeves and straps
Sleeves and straps are considered hygiene items.
If your sleeves or straps have been opened or used, they do not need to be returned and are not refundable. You may keep them.
Where sleeves and straps have been opened or used, the available refund under the Seven-Day Fit Guarantee is:
Stro 450 — NZ$175
Stro 800 — NZ$219
If the sleeves and straps remain unused, unopened and in their original packaging, they may be returned together with the metal component and pouch for a refund of the full product purchase price.
Refund or store credit
For an approved return under the Seven-Day Fit Guarantee, you may choose to receive either:
- a refund; or
- Stro store credit.
Refunds will be processed within 14 days of Stro receiving and inspecting the returned items.
Where reasonably possible, refunds will be returned using the original payment method. The time it takes for the funds to appear in your account after we process the refund may depend on your bank or payment provider.
Store credit may be given to another person where our store-credit system allows this.
The option of store credit relates to our voluntary Fit Guarantee. It does not replace a customer’s right to a monetary refund where one is required under applicable consumer law. Under the CGA, where a consumer validly rejects faulty goods and chooses a refund, the supplier cannot satisfy that obligation merely by offering store credit.
Size exchanges
If you believe a different Stro size would be more suitable, you may request one size exchange per order under the Seven-Day Fit Guarantee.
For current Stro models:
450 g → 800 g
You pay the NZ$50 price difference and the cost of returning your original Stro.
800 g → 450 g
You receive a NZ$50 refund and remain responsible for the cost of returning your original Stro.
Stro will cover the ordinary shipping cost of sending your approved replacement size to you.
If your sleeves or straps have already been opened or used, you may keep them rather than returning them.
Products received through a size exchange are not eligible for a second size exchange or a subsequent refund under the Seven-Day Fit Guarantee.
This restriction applies only to the voluntary Fit Guarantee. If a replacement product is faulty or fails to meet applicable consumer guarantees, your statutory rights still apply. Replacement goods supplied under a CGA remedy themselves remain subject to the Act’s guarantees.
Previously returned components
To reduce unnecessary waste, a replacement product supplied as part of a size exchange may occasionally include a metal component or pouch that has previously been returned under the Seven-Day Fit Guarantee.
Any such item will be carefully inspected and must meet Stro’s standards for like-new condition before being redistributed.
Used sleeves and straps are never redistributed to another customer.
Return shipping
For returns and exchanges made under the voluntary Seven-Day Fit Guarantee, customers are responsible for the cost of sending the product back to Stro.
All returns must be sent using a tracked shipping service.
You remain responsible for the returned items until they have been received by Stro.
For international returns, you are also responsible for any applicable customs duties, import taxes, brokerage or clearance charges and storage fees associated with the return.
For international size exchanges, any customs duties, import taxes, brokerage or clearance charges and storage fees associated with the replacement shipment are also the customer’s responsibility.
Different rules may apply where a product is being returned because it is faulty or fails to meet statutory consumer guarantees. For example, reasonable return costs associated with a valid CGA claim may be recoverable in circumstances covered by the Act.
Discounted, promotional and clearance products
The Seven-Day Fit Guarantee does apply to ordinarily discounted products unless otherwise clearly stated before purchase.
The Seven-Day Fit Guarantee does not apply to:
- clearance items;
- bundles;
- promotional offers specifically identified as excluded from the Fit Guarantee; or
- products already received as part of a previous Fit Guarantee exchange.
These exclusions relate only to Stro’s voluntary Seven-Day Fit Guarantee. They do not remove any rights you may have in relation to faulty or non-compliant goods under applicable consumer law.
Change-of-mind returns
Outside the Seven-Day Fit Guarantee, Stro does not generally offer returns simply because you have changed your mind.
This does not affect your rights where a product is faulty, unsafe, does not match its description or otherwise fails to meet applicable consumer guarantees. New Zealand’s CGA does not itself require a retailer to provide a remedy simply because a customer changes their mind.
Faulty or damaged products
The Seven-Day Fit Guarantee is separate from your rights if there is something wrong with your Stro.
If you believe your product is faulty, damaged, unsafe, does not match its description or otherwise fails to meet applicable consumer guarantees, please contact support@strocollective.com with your order number and a description of the problem.
We may reasonably ask for photographs or video so that we can understand and assess the issue.
For New Zealand consumers, remedies under the Consumer Guarantees Act depend on the nature and seriousness of the problem. For a problem that can be remedied, the supplier may generally choose to repair, replace or refund within a reasonable time; where a failure is substantial or isn’t remedied within a reasonable time, additional rights can arise.
Normal wear and tear
Normal wear and tear, including minor cosmetic marks or scratches arising through use, is not covered by Stro’s voluntary return policies.
Occasional hinge sounds or squeaking that do not materially affect the operation of the product are not, by themselves, treated by Stro as product faults.
Nothing in this section limits any rights you may have under applicable consumer law.
Pre-order cancellations
If you have purchased Stro as a pre-order, you may cancel your order for a full refund at any time before dispatch.
For this purpose, “dispatch” means that your order has been sent from our fulfilment location or handed over to the carrier for delivery.
Once your order has been dispatched, this Returns & Refunds Policy and your applicable consumer-law rights will apply.
Contact us
To request a return, refund or size exchange, or to tell us about a problem with your product, please contact:
Stro Limited
Auckland, New Zealand
Please include your order number and a brief description of your request. For Fit Guarantee requests or product issues, one or two photographs are also encouraged.