Terms of service
Last updated: 11 August 2026
These Terms & Conditions (“Terms”) apply to your use of strocollective.com and to purchases made from Stro Limited, Auckland, New Zealand (“Stro”, “we”, “us” or “our”).
By placing an order through our website, you agree to these Terms. Please read them before completing your purchase.
Nothing in these Terms limits any rights or remedies you may have under the New Zealand Consumer Guarantees Act 1993, Fair Trading Act 1986, or any other consumer law that cannot legally be excluded or limited.
1. Our products
Stro is a posture-training device designed to support posture awareness and training.
Stro is not intended to diagnose, treat, cure or prevent any medical condition and is not a substitute for professional medical advice, diagnosis or treatment.
Product descriptions, photographs, dimensions, weights and other information are provided as accurately as reasonably possible. Minor variations in colour, finish, dimensions or appearance may occur as a result of materials or manufacturing processes, provided those variations do not materially affect the intended function of the product.
2. Product use and safety
Stro must be used in accordance with the instructions and safety information supplied with the product and made available on our website.
Stro is intended for seated use only. Remove Stro before standing and moving around, walking, exercising, lifting, driving, sleeping or caring for children.
Stop using Stro if you experience pain, numbness, dizziness or significant discomfort.
You are responsible for ensuring that Stro is used appropriately and in accordance with the instructions provided.
Our full Safety & Usage Guide forms part of the instructions for using the product and should be read before first use.
3. Prices
Unless otherwise stated, prices displayed on our New Zealand website are in New Zealand dollars (NZD).
Prices charged to New Zealand customers include GST where applicable.
Where international purchasing is available, pricing, taxes or currencies displayed to customers in other countries may differ.
We may change product prices from time to time. A price change will not affect an order that we have already accepted, except where there has been an obvious pricing or technical error.
4. Orders
When you place an order, you are responsible for ensuring that the information you provide, including your name, email address, delivery address and payment details, is accurate.
We may decline or cancel an order where there is a genuine reason to do so, including:
- an obvious pricing or website error;
- payment failure;
- suspected fraud or unauthorised activity;
- inability to supply the product;
- incorrect, incomplete or invalid delivery information; or
- circumstances that make fulfilment of the order reasonably impracticable.
If we cancel an order after payment has been received, we will refund the amount paid for the cancelled order.
5. Pre-orders
Products offered for pre-order are not immediately available for dispatch.
Any production, dispatch or delivery dates provided for pre-orders are estimates only and may change due to production, shipping, customs, supply-chain issues or other circumstances.
Current estimated dispatch timeframes may be published or updated on our website.
You may cancel a pre-order for a full refund at any time before the order has been dispatched.
For these Terms, “dispatched” means that the order has been sent from our fulfilment location or handed over to the carrier for delivery.
Once a pre-order has been dispatched, our usual return policies and your applicable consumer-law rights apply.
Nothing in this section limits your rights where goods are not supplied within an agreed or legally reasonable timeframe. New Zealand consumer law includes a guarantee relating to delivery.
6. Payment
Payment must be made using one of the payment methods offered during checkout.
Your payment information may be processed by third-party payment providers. Their own terms and privacy practices may also apply to their services.
We do not guarantee that every payment method will be available in every country or for every order.
7. Delivery
We will arrange delivery to the address supplied when your order is placed.
You are responsible for checking that your delivery details are correct before completing your order.
We are responsible for arranging delivery of your order in accordance with applicable consumer law. For New Zealand consumers, the Consumer Guarantees Act includes protections relating to delivery within an agreed or reasonable time and in acceptable condition.
Delivery estimates are not guaranteed unless we expressly state otherwise.
If a parcel cannot be delivered because you supplied an incorrect or incomplete address, refused delivery, or failed to collect the parcel, we may require you to pay the reasonable actual cost of reshipping the order.
Ownership of a product passes to you once we have received payment in full for that product and the product has been dispatched.
Risk of loss of or damage to a product remains with Stro until the product is delivered to the delivery address provided with your order. If a product is lost or damaged before delivery, please contact us and we will work with the carrier and provide any remedy required under applicable New Zealand consumer law.
Nothing in this section limits or excludes any rights or remedies you may have under the Consumer Guarantees Act 1993 or any other applicable law that cannot lawfully be excluded or limited.
8. International orders
Where international ordering is available, customers are responsible for any customs duties, import taxes, brokerage or clearance charges, storage fees or similar charges imposed by the destination country or relevant carrier, unless applicable law requires otherwise.
These charges are separate from the purchase price charged by Stro and are outside our control.
The same principle applies, where relevant, to charges associated with international returns and replacement shipments.
9. Seven-Day Fit Guarantee
In addition to your statutory consumer rights, 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 believe it is not 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 was not suitable for you; and
- preferably one or two photographs showing the fit or issue you experienced.
Once your return or exchange has been approved, the required items must be shipped back within seven days of approval.
This guarantee is separate from, and does not replace or restrict, your rights if a product is faulty or otherwise fails to meet applicable consumer guarantees.
10. Returns under the Seven-Day Fit Guarantee
For a refund under the Seven-Day Fit Guarantee, the metal component and pouch must be returned in like-new condition.
Minor signs of careful handling are acceptable. Significant scratching, dents, damage or other signs of use beyond what is reasonably necessary to assess fit may make the product ineligible for the voluntary Fit Guarantee.
Stro reserves the right, acting reasonably, to assess whether a returned item meets the conditions of the Seven-Day Fit Guarantee.
Sleeves and straps
Sleeves and straps are hygiene items.
If sleeves or straps have been opened or used, they do not need to be returned and are not refundable.
Where the sleeves and straps have been opened or used, the refund amounts are:
- Stro 450: NZ$175
- Stro 800: NZ$219
If all sleeves and straps remain unused, unopened and in their original packaging, they may be returned together with the metal component and pouch for a full refund of the product purchase price.
11. Refunds and store credit
Where a return is accepted under the Seven-Day Fit Guarantee, you may choose to receive either:
- a refund to the extent reasonably practicable using the original payment method; or
- Stro store credit.
Store credit may be transferred or given to another person where our store-credit system allows this.
Refunds will be processed within 14 days after we receive and inspect the returned items.
The time taken for the funds to appear in your account after we process the refund may depend on your bank or payment provider.
12. Size exchanges
You may request one size exchange under the Seven-Day Fit Guarantee.
For current Stro models:
- changing from 450 g to 800 g requires payment of the NZ$50 price difference, plus your return shipping cost;
- changing from 800 g to 450 g results in a NZ$50 price adjustment/refund, with you remaining responsible for the cost of sending the original product back.
Stro will cover the ordinary shipping cost of sending the approved replacement size to you.
You remain responsible for any customs duties, import taxes, brokerage charges or storage fees associated with an international replacement shipment.
If sleeves or straps have already been opened or used, you may keep them rather than returning them.
Only one size exchange per order is available under the Seven-Day Fit Guarantee. A product supplied as a replacement through a size exchange is not eligible for a second exchange or a further return under the Seven-Day Fit Guarantee.
This does not limit your statutory rights if the replacement product is faulty or otherwise fails to comply with applicable consumer law.
Previously returned components
To reduce unnecessary waste, replacement products supplied as part of a size exchange may occasionally contain a metal component or pouch that has previously been returned under the Seven-Day Fit Guarantee.
Any such component will be inspected and must meet Stro’s standards for like-new condition before being redistributed.
Used hygiene items, including sleeves and straps, are not redistributed to other customers.
13. Return shipping
Unless required otherwise by applicable consumer law, customers using the voluntary Seven-Day Fit Guarantee are responsible for the cost of returning the product to Stro.
Returns under the Fit Guarantee 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, clearance or storage fees associated with the return.
Different rules may apply where a return is required because a product is faulty or fails to meet statutory consumer guarantees. Your rights in those circumstances are not limited by this section.
14. Fit Guarantee exclusions
The Seven-Day Fit Guarantee applies to ordinarily discounted products unless otherwise clearly stated before purchase.
It does not apply to:
- clearance products;
- bundles;
- promotional offers expressly identified as excluded from the Fit Guarantee; or
- products already supplied as part of a previous Seven-Day Fit Guarantee exchange.
Any exclusion in this section applies only to Stro’s voluntary Fit Guarantee and does not remove statutory rights relating to faulty or non-compliant goods.
15. Faulty products and consumer guarantees
We do not offer a separate manufacturer’s warranty.
Instead, products are supplied subject to the consumer protections that apply by law.
For New Zealand consumers, the Consumer Guarantees Act includes guarantees relating to matters such as acceptable quality, safety, durability, fitness for purpose and correspondence with description. Remedies may include repair, replacement or refund depending on the circumstances and seriousness of the failure.
If you believe your Stro is faulty, contact support@strocollective.com with your order details and a description of the problem. We may reasonably ask for photographs, video or other information so that we can investigate the issue.
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.
However, nothing in this section limits any rights you may have under applicable consumer law.
16. Misuse and unauthorised modification
To the extent permitted by law, Stro is not responsible for loss, damage or injury caused by:
- use of the product contrary to its instructions or safety warnings;
- using the product for a purpose for which it was not designed;
- unauthorised modification, alteration or repair;
- continuing to use the product after damage or a safety issue becomes apparent; or
- other misuse of the product.
Nothing in this section excludes liability that cannot legally be excluded or limits your rights under applicable consumer-protection law.
17. Events outside our reasonable control
We are not responsible, to the extent permitted by law, for delays or failures caused by events outside our reasonable control, such as significant carrier disruption, natural disasters, border closures, industrial action or major supply-chain interruption.
Where such circumstances affect an order, we will deal with the situation reasonably.
Nothing in this section removes any mandatory rights you may have concerning delivery, cancellation, refunds or other remedies.
18. Reviews and customer content
We welcome genuine reviews and feedback about Stro.
If you voluntarily submit a review, photograph, video or other content directly through our website or another Stro review-submission channel, you retain ownership of your content but give Stro permission to reproduce, display and share that content in connection with Stro and its products, including on our website and organic Stro social-media channels.
You confirm that content you submit is your own or that you have permission to submit it, and that its use as described above will not knowingly infringe another person’s rights.
We may moderate or decline to publish content that is unlawful, abusive, irrelevant, fraudulent, contains private information or otherwise breaches these Terms. We will not remove or suppress genuine negative reviews merely because they are negative.
If you publicly tag or mention Stro in social-media content, Stro may repost or share that content using the relevant platform’s ordinary sharing or reposting features.
If we wish to use your photograph, video or other social-media content separately in paid advertising or other marketing materials outside those ordinary platform-sharing features, we will seek your permission first.
19. Intellectual property
Unless otherwise stated, the intellectual property used in connection with Stro, including the Stro name and branding, website content, text, photographs, graphics, product designs, drawings and other materials, is owned by or licensed to Stro Limited.
Nothing in these Terms transfers ownership of that intellectual property to you.
You may view and use our website for your personal, non-commercial use.
You must not reproduce, copy, modify, distribute, manufacture from, commercially exploit or otherwise use our protected intellectual property without permission, except where permitted by law.
20. Website use
You must not knowingly:
- interfere with the operation or security of our website;
- attempt to gain unauthorised access to our systems;
- introduce malicious software or harmful code;
- use automated systems to scrape the website in a manner that materially interferes with its operation; or
- use the website for unlawful or fraudulent purposes.
We may suspend access to the website where reasonably necessary for security, maintenance or legal reasons.
21. Third-party services and links
Our website may use or link to third-party services, including payment providers, delivery providers and social-media platforms.
We are not responsible for independent third-party websites or services that we do not control, although this does not affect any responsibility Stro has for services it engages in order to fulfil your purchase.
22. Privacy
We collect and use personal information in accordance with our Privacy Policy.
Please read the Privacy Policy for information about what information we collect, how we use and disclose it, and your rights relating to your personal information.
23. Limitation of liability
Nothing in these Terms excludes or limits liability where doing so would be unlawful.
Subject to that, and to the extent permitted by law, Stro will not be responsible for losses that arise because of misuse of the product, failure to follow safety or usage instructions, unauthorised modification of the product, or circumstances outside Stro’s reasonable control.
We do not seek through these Terms to exclude or restrict the guarantees or remedies available to consumers under the Consumer Guarantees Act, Fair Trading Act or other mandatory applicable consumer laws. Standard-form consumer terms in New Zealand are subject to statutory protections against unfair contract terms.
24. Overseas customers
These Terms are governed by New Zealand law.
If you purchase Stro from another country, you may also have mandatory consumer rights under laws that apply where you live. Nothing in these Terms is intended to exclude any such rights where they cannot legally be excluded.
25. Changes to these Terms
We may update these Terms from time to time.
The revised Terms will apply to orders placed after the updated Terms are published.
The Terms in effect when you place your order will generally apply to that purchase.
The date of the current version appears at the top of this page.
We recommend that you review these Terms when making a purchase.
26. Governing law
These Terms are governed by the laws of New Zealand.
Subject to any mandatory rights you may have under applicable law, disputes relating to these Terms or purchases from Stro are subject to the jurisdiction of the New Zealand courts.
27. Severability
If any part of these Terms is found to be invalid, unlawful or unenforceable, that part will be treated as removed or modified only to the extent necessary.
The remainder of the Terms will continue to apply.
28. Contact
If you have questions about these Terms, an order, a return or a Stro product, please contact:
Stro Limited
Auckland, New Zealand
support@strocollective.com