Refund & Returns

1. General Overview

We want you to love your strap. If something is wrong, we will fix it. However, to keep prices fair and due to high international shipping costs, we have a strict policy on change-of-mind returns.

2. Eligibility Window

You have 7 days from the date you receive the parcel to request a return/exchange. After 7 days, we cannot accept returns.

To be eligible, items must be:

• New, unworn, unused, unaltered
• With original tags, packaging, and protective film intact
• Not showing signs of wear, perfume, sweat, or pet hair

We reserve the right to reject and return at your cost any strap that does not meet this.

3. Malaysia Orders (Domestic)

Change-of-mind: Eligible for exchange or store credit within 7 days. Buyer pays return shipping.

Defective / damaged on arrival: Eligible for free replacement or full refund. See Clause 5.

4. International Orders

All countries outside Malaysia including Singapore, US, UK, EU, Australia.

Why? Return shipping + customs duties often exceed the value of the strap.

Exception: Defective, damaged in transit, or wrong item sent — we will replace or refund. See Clause 5.

5. Broken, Defective, or Damaged in Transit

We take this seriously. If you receive:

• Broken stitching / defective material
• Wrong size / wrong color / wrong product
• Damaged due to shipping

Do this within 3 days of delivery:

• Email hello@theronenstrap.com with order number + photos/video of defect + packaging
• Do NOT throw away packaging
• We will review within 24-48 hours

If confirmed, we will offer at our option:

• Free replacement (we cover re-shipping), OR
• Full refund including original shipping

You may be asked to return the defective item. For Malaysia, we will provide a return label. For international, we will decide case-by-case to avoid high return freight.

6. Buyer Mistake / Exclusions

We cannot accept returns or refunds for:

• You ordered wrong size (e.g., 100cm instead of 90cm), wrong color, wrong width
• You typed wrong shipping address
• You no longer want it, found cheaper elsewhere, or changed your mind (international)
• You refused delivery or parcel returned due to uncollected / unclaimed / unpaid customs tax
• Normal wear and tear, stretching, fading after use, water damage, misuse

Please double-check size, color, and address before paying. Contact us before ordering if unsure — we reply fast on Instagram @theronenstrap.

7. Custom / Made-to-Order Items

Any strap marked as custom, pre-order, or personalized is non-refundable and non-exchangeable, except for defects.

8. How Refunds Are Processed

For PayPal Payments

• Refunds go back to your original PayPal account.
• PayPal refunds take 3-5 working days to appear in PayPal balance, and up to 30 days to your bank/card depending on your bank.
• PayPal’s Buyer Protection applies. If you open a PayPal dispute, please talk to us first — we resolve most issues within 48 hours. For uncollected parcels, PayPal requires proof of delivery.
• Partial refunds (if agreed) will also go via PayPal.

For HitPay Payments

(FPX, PayNow, WeChat Pay, AliPay+, Cards, GrabPay)

• Refunds are processed via HitPay dashboard to your original payment method.
• FPX / PayNow refunds: 1-3 working days
• Card refunds: 7-14 working days (depends on bank)
• E-wallet (GrabPay, Touch n Go, WeChat): 1-5 working days
• For PayNow / AliPay+ / WeChat, refund is in MYR at original exchange rate.

Original shipping fees are non-refundable unless the item is defective/wrong.

9. How to Initiate a Return

• Email: hello@theronenstrap.com / Theronenstrap@gmail.com
• Subject: Return Request – Order No: #XXXX
• Include: Order number, reason, photos.

We will reply with return instructions and return address in Subang Jaya.

Buyer is responsible for return shipping cost and tracking. We are not responsible for parcels lost in return transit. Use a tracked service.

10. Canceled Orders

• If not yet shipped: Full refund, no fee.
• If already shipped: Cannot cancel. Please follow return policy.