Refund policy
Return & Refund Policy
We want you to be satisfied with every purchase. If you're not happy with your order, we’re here to help with returns or exchanges.
🚚 How to Request a Return
- Please contact us via email at customerservice@strailine.com with your order number and reason. Our team will respond within 24 hours.
- After receiving return instructions from us, please package up the item(s) to be returned with the original packaging.
- We also accept exchanges for products that are not artificially damaged.
💰 Refund Process
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Once your return is received and inspected, refunds are processed within 7-15 business days back to your original payment method.
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Unless otherwise stated, return shipping costs are the responsibility of the buyer.
- You will get a full refund if you have received a wrong or damaged product or a product that is inconsistent with the description on the Site.
📦 Return Conditions：
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Returns are accepted within 15 days of receiving the product.
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Items must be unused, in original packaging, and include all accessories.
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Customized or final sale items are not returnable, unless defective.
- Please provide 2 pictures for each item (One is a picture of the product, and the other is the size)
- We do not accept returned items that were sent back by you directly without checking with Customer Service first.
Note:
- Drop off your package at the local post office or the courier company you received the delivery from (such as NAS Express), and the return shipping cost will be at your own cost.
- Return labels are the responsibility of the customer
- Most refund are processed within 5 business days after we receive your package. If you chose payment online when you placed the order, we will refund the amount to your bank card.
Return Address
If you want to return the items to the nearest return address, please contact Customer Service at email：customerservice@strailine.com to provide your issues, your order number, the reason, and the item(s) you would like to return. Our customer service representative will reply to you within 48 hours.
The address of our warehouse in Dubai, where we receive returns: Plot 5330129 (No.5 roundabout left, Al Safa Transport W.H No.1) - Dubai Industrial City - Dubai
Note:
Please do not send your return to the address on your package. That is not our return address and will affect the processing of your return.