A plain-English process for faulty, damaged, incorrect and change-of-mind requests. Nothing in this policy limits your rights under Australian Consumer Law.
Products sold to Australian consumers come with guarantees that cannot be excluded. If a product has a major problem, you may choose a refund or replacement. For a minor problem, the appropriate remedy depends on the issue. Stryvar may assess the product before providing a remedy.
Contact Stryvar as soon as reasonably practical. Include your order number, a description of the problem and clear photos when useful. Keep the product until support confirms the next step.
We may ask for an order confirmation, receipt or another reasonable proof of purchase. A product does not need to be in its original packaging for rights relating to a product problem.
If an item is confirmed to have a problem covered by consumer guarantees, Stryvar will reimburse reasonable return costs already paid. Keep postage receipts. Please contact us before arranging a return.
Australian Consumer Law does not require a refund simply because you changed your mind. For an unopened item, contact us before returning it. Any change-of-mind acceptance is assessed case by case and does not affect your consumer-guarantee rights.
If an order has not entered fulfilment, contact us promptly and we will check whether it can be cancelled. Once dispatch or fulfilment has started, cancellation may no longer be possible.
When a refund is due, it is normally returned to the original payment method unless another method is agreed. Processing time can depend on the payment provider.
Use the support form and select “Return or refund”. For more information about consumer remedies, see the ACCC guidance.