Returns & Refunds

At StrandLabs, we take pride in the quality and craftsmanship of every product we create. If your order doesn't meet your expectations, we're committed to making it right. Please take a moment to review our returns process below before submitting a request.

Our Returns Window

We accept return requests within 60 days of your delivery date. To keep things fair and consistent for every customer, requests submitted outside this window cannot be processed.

What's Eligible for Return

We're happy to accept a return when the following conditions are met:

• The item was purchased directly from our official online store
• Your request falls within the 60-day return window
• The product is unused, in pristine condition, and returned in its original packaging
• All components, accessories, and complimentary items are included
• A valid proof of purchase accompanies the request

Condition of Returned Products

All returned items are carefully inspected by our team upon arrival. To receive a full refund, products must arrive in the same condition they were shipped in — unused, undamaged, and complete. We reserve the right to decline a return or issue a partial refund if an item shows signs of wear, has missing accessories, or has been damaged after delivery.

For hygiene reasons, styling tools and beauty products must be returned clean and free of residue.

Items We Cannot Accept

To ensure fairness and product integrity, the following items are non-returnable:

• Final Sale and Clearance items
• Gift cards and digital products
• Products purchased with significant promotional discounts (where noted at checkout)
• Items that have been used, altered, or damaged after delivery
• Products returned without original packaging or missing parts
• Complimentary gifts and promotional add-ons

If Your Order Arrives Damaged, Defective, or Incorrect

We hold ourselves to a high standard, and on the rare occasion something goes wrong, we'll take care of it right away. If your order arrives damaged, defective, or is not what you ordered, please contact us within 7 days of delivery and include:

• Your order number
• A brief description of the issue
• Clear photos or a short video of the product and packaging

Our team will personally review your case and arrange a replacement, exchange, or full refund — including any associated shipping costs.

How to Begin Your Return

Starting a return is simple:

1. Email our support team at support@trystrandlabs.com with your order number and reason for return.
2. We'll respond within 1–3 business days to confirm your request.
3. Once approved, you'll receive detailed return instructions and the return address.
4. Carefully pack your item in its original packaging and send it via a trackable shipping method.

Please note: returns sent to us without prior approval cannot be accepted.

The Refund Process

Once your return arrives, our team will carefully inspect it within 3–5 business days. You'll receive an email update confirming whether your refund has been approved. Approved refunds are issued to your original method of payment — no extra steps required on your end.

Processing Times

After approval, please allow:

• 5–10 business days for the refund to reflect on your statement
• Occasional delays may occur depending on your bank or card issuer

If your refund hasn't arrived within this window, we recommend contacting your bank first, then reaching out to us so we can help investigate.

Return Shipping

• Return shipping costs are the customer's responsibility, unless the item is damaged, defective, or incorrect — in which case, we cover it.
• Original shipping fees are non-refundable.
• For your peace of mind, we strongly recommend using a tracked shipping service. We cannot be held responsible for returns lost in transit.

Exchanges

We're happy to offer exchanges in the following cases:

• Your item arrived damaged or defective
• You received an incorrect product
• You'd like a different size, color, or model (subject to availability)

To request an exchange, simply email us at support@trystrandlabs.com and we'll take care of the rest.

Cancellations

Changed your mind? No problem — just reach out as soon as possible. Orders can be cancelled before they leave our warehouse. Once your order has been dispatched, it cannot be cancelled, but you're always welcome to start a return once it arrives.

Get in Touch

Our team is here to help with any questions about your order, return, or refund. We treat every inquiry with care and aim to respond within 1–2 business days.

• Email: support@trystrandlabs.com
• Business Address: 30 N Gould St, Ste R, Sheridan, WY 82801
• Country: United States of America
• Business Hours: Monday–Friday, 6:00 AM – 6:00 PM (Pacific Time)

Thank you for choosing StrandLabs. We appreciate your trust in us.