- Return Time Limit
US users: According to the general regulations of US merchants, we provide a return period of up to 30 days, depending on the purchase time and product category. There may be a longer return period during the holiday shopping season.
European users: According to EU regulations, you have the right to return goods without reason for at least 14 days. For goods purchased online, this period is calculated from the date you receive the goods.
- Return conditions
All returned goods must remain in their original purchase state, including labels, packaging and any accompanying documents.
Items that have been worn or used may not be eligible for return unless there are quality issues.
- Return process
Users need to submit a return request through our customer service channels within the specified time.
We will provide the necessary information required for the return, including the return address and return instructions.
Users mail the goods to the designated address as instructed.
- Return shipping costs
For US users, if the return conditions are met, we will provide a prepaid return label or reimburse the return postage.
For European users, if the product is not as described or has quality issues, we will cover the return shipping costs. In other cases, users may need to bear the shipping costs themselves.
- Refund Method
Once the product is received and confirmed to be eligible for return, we will refund according to your original payment method.
The refund processing time may take several working days, depending on the payment institution
- Special Circumstances
Customized products, underwear, swimwear and other personal hygiene products are not accepted for return unless there are quality issues.
Some promotional or discounted products may have special return terms.
- Customer Service
If you have any questions about the return policy or need help, please contact our customer service team.
Please note that this return policy is intended to provide a general framework, and the specific details may be adjusted according to local laws and special circumstances.
For specific circumstances, please contact our customer service team by email: order@thestra.xyz