Refund policy
Returns, Refunds & Exchange
We want our customers to be completely satisfied with the purchase. We offer a 14-day return policy, which means customers have 14 days after receiving the item (Delivery Date) to request a return. Please note that bespoke and custom-made straps are subject to separate return and cancellation terms as outlined below.
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.
Assuming that the order was correct and without any defects, our returns, refunds and exchange policy differs depending on the type of strap ordered. We are able to provide DHL return waybill at charge, vary depending on the shipper's location.
Return Eligibility
To be eligible for a return, your item must meet the following conditions:
- The item must be in the same condition that you received it: unworn, unused, and with all original tags attached.
- The item must be in its original packaging.
- You must have the receipt or proof of purchase.
Order Cancellation:
You may cancel your order within 24 hours of placing it and receive a full refund at no additional cost.
Special case: Bespoke Watch Strap
True quality takes time, each strap in the Bespoke collection is made to order. To ensure the highest level of handcraftsmanship, please allow approximately 2-4 additional weeks for us to complete the order. We truly appreciate your patience, and we promise the final piece will be well worth the wait.
Orders may be cancelled for a full refund strictly within 24 hours of confirmation. Once production/cutting commences after this 24-hour window, no refunds or exchanges will be entertained thereafter, except in the event of transit damage or fulfilling errors (e.g., incorrect size or specification) where we will provide a replacement or refund, and we will cover all associated shipping costs.
Ready Stock Straps & Accessories
Ready stock straps and watch accessories in unused condition (no bending/crease, buckle tongue must not be put through the strap hole) can be returned for a full refund (less shipping fees) within 14 days of order delivery.
Worn or used items are generally not eligible for a full refund. Any exception will be reviewed on a case-by-case basis.
Rubber Cut-to-Size (“CTS”) straps should not have been cut or bear any visible signs of wear or use, and should be returned together as a set of 3 strap ends, with the original clasp and two spring bars.
Items on Promotion
If you purchase two items under one of our "Buy One, Get One X% Off" promotions and choose to return one of the items, the refund will equal the amount paid for the discounted item, not the full original price.
For example: if we have a "Buy One, Get One 15% Off" promotion for CTS Rubber Straps , the first item would be priced at the full price of US $149. The second item would be US $126.65 after the 15% discount. If you return one of the items, your refund will be US $126.65. This helps us maintain the promotion as intended, while still giving you the flexibility to return items.
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.
-Your refund will be credited back to the original payment method.
-Please include your order number inside the package to ensure timely processing of your return.
Exchange:
We offer exchanges within 14 days of delivery for eligible items.
To be eligible for an exchange, the item must be unused, unworn, in its original condition, and returned with all original packaging and accessories.
If you would like to exchange your item for a different size, color, or model, please contact us at info@strapsuits.com within 14 days of receiving your order. Once your returned item has been received and inspected, we will arrange the exchange.
If the replacement item has a higher price, the customer will be responsible for paying the difference. If the replacement item has a lower price, the difference will be refunded to the original payment method.
Customers are responsible for return shipping costs for exchanges unless the item was defective, damaged during transit, or shipped incorrectly by us.
Custom-made straps are not eligible for exchanges unless they arrive defective, damaged, or incorrect due to our error.
Returns Process
- Ensure that the strap is 100% unworn (no bending or creases on the leather, buckle tongue must not be put through the strap hole).
- Email us at info@strapsuits.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.
- 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. The return shipment documentation will be handled and provided by the customer.
- 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).
Refunds
We will notify you once we’ve received and inspected your return. If approved, you’ll be automatically refunded on your original payment method within 5 business days. Once approved, refunds are issued within 5 business days. Depending on your bank or
payment provider, it may take additional time for the funds to appear in your account.
Items that are defective, damaged during transit, or incorrectly shipped by us are eligible for replacement at no additional cost.
Please remember it can take some time for your bank or credit card company to process and post the refund.
Contact Us
If you have any questions about our return policy, please contact us
Email: info@strapsuits.com