Refund policy

We want customers to be satisfied with their STRAPD order.

This policy explains cancellation, return and refund rights for products purchased from STRAPD LIMITED, trading as STRAPD.

Nothing in this policy excludes, restricts or otherwise affects any mandatory rights available to consumers under Irish law.

1. Change-of-Mind Returns for Consumers

If you purchase products from STRAPD.ie online as a consumer, you generally have the right to cancel an eligible purchase without giving a reason.

For most online purchases, you have 14 days from the date you receive the goods to tell us that you wish to cancel.

If an order contains multiple goods delivered separately, the cancellation period generally runs from the day you receive the last of those goods.

Once you notify us that you are cancelling, you must return the goods without undue delay and no later than 14 days after notifying us.

To exercise your right to cancel, contact:

sales@strapd.ie

Please include your order number and identify the products you wish to return.

You may use the Model Cancellation Form at the end of this policy, but you are not required to use it. A clear statement informing us that you wish to cancel is sufficient.

2. Condition of Change-of-Mind Returns

You are entitled to inspect goods in a way that is reasonably necessary to establish their nature, characteristics and functioning.

You should take reasonable care of products while they are in your possession and, where reasonably possible, return them with their original packaging.

A consumer is not automatically prevented from returning a product merely because packaging has been opened.

However, you may be responsible for any diminished value resulting from handling beyond what is reasonably necessary to inspect the goods.

In the case of sports tape, unrolling, applying, cutting, using or otherwise consuming part of a roll may substantially reduce its value.

Any deduction for diminished value will be assessed reasonably and in accordance with applicable law.

3. Return Postage

For an eligible change-of-mind return, you are responsible for the direct cost of returning the goods to STRAPD unless we have expressly agreed otherwise.

Returns should be sent to:

STRAPD LIMITED
Carnaun
Athenry
Galway
H65 DK46
Ireland

We recommend using an appropriate postal or courier service and keeping proof of postage until your return and refund have been completed.

If products are faulty, damaged, incorrect or otherwise fail to conform to the contract and STRAPD is legally responsible for the return, we will bear the appropriate return costs.

Irish law permits the consumer to bear the direct return cost for a change-of-mind cancellation where the trader has properly informed the consumer of that obligation.

4. Refunds Following a Change-of-Mind Cancellation

Where you validly cancel an entire eligible order under your statutory cancellation rights, we will refund:

the amount paid for the goods; and
the cost of the least expensive standard delivery method offered by STRAPD for that order.

If you chose a more expensive delivery method than our standard delivery option, we are not required to refund the additional delivery cost attributable to that choice.

Refunds will normally be made using the same payment method used for the original transaction, unless you expressly agree otherwise.

You will not be charged a fee for receiving the statutory refund.

We may withhold reimbursement until:

we receive the returned goods; or
you provide evidence that you have sent the goods back,

whichever occurs first.

Refunds will be made without undue delay and within the applicable statutory time limits.

5. Exceptions to the Change-of-Mind Right

Irish consumer law provides certain exceptions to the statutory right to cancel an online purchase.

These can include, among other circumstances:

goods made to the consumer's specifications or clearly personalised;
goods liable to deteriorate or expire rapidly; and
sealed goods that are genuinely unsuitable for return for health-protection or hygiene reasons where the seal has been broken after delivery.

STRAPD will only rely on an exception where the statutory requirements for that exception are actually satisfied.

Accordingly, opening a STRAPD product does not automatically mean that your statutory right to cancel has been lost.

Where no statutory exception applies, excessive handling or use may instead result in an appropriate reduction in the refund to reflect diminished value.

These exceptions do not remove your rights where products are faulty, damaged, incorrect, unsafe or otherwise non-conforming.

6. Faulty, Damaged, Incorrect or Non-Conforming Products

If you receive a product that is:

faulty;
damaged;
incorrect;
not as described; or
otherwise does not conform to the contract,

please contact:

sales@strapd.ie

Please include:

your order number;
a description of the problem; and
photographs where reasonably helpful in identifying the issue.

Photographs can help us investigate the problem quickly, but asking for photographs does not remove statutory rights where other evidence is available.

Under Irish consumer law, the remedies available depend on the circumstances and when the lack of conformity becomes apparent.

Consumers can have a short-term right to terminate the contract and obtain a full refund where a lack of conformity becomes apparent within 30 days, subject to the statutory conditions. In other circumstances, remedies may include repair, replacement, price reduction or termination/refund.

Where a consumer validly returns faulty or non-conforming goods under their statutory rights, the appropriate return costs are borne by STRAPD.

Nothing in this policy limits your rights under the Consumer Rights Act 2022.

7. Damaged Parcels

If your parcel arrives visibly damaged, please contact us as soon as reasonably possible at:

sales@strapd.ie

Where possible, please retain:

the product;
the external packaging;
internal packaging; and
photographs of the parcel and damage

until we have had an opportunity to review the issue.

This helps us investigate damage with the delivery provider.

Failure to provide photographs or packaging does not automatically remove any statutory rights you may have.

8. Incorrect or Missing Items

If an order contains an incorrect product or an item is missing, contact sales@strapd.ie with your order number and details of the issue.

Where STRAPD has made an error, we will take appropriate steps to correct it without additional cost to you.

9. Exchanges

We do not currently operate a general automatic exchange service unless expressly agreed.

If you wish to change an eligible product because you have changed your mind, the simplest process may be to return the original product in accordance with this policy and place a new order.

This does not affect statutory remedies for faulty or non-conforming goods.

10. Club, Team, Physio and Other Business Purchases

The statutory consumer cooling-off rights described above apply to consumers.

Where goods are purchased by or on behalf of a:

sports club;
team;
clinic;
company;
physio;
therapist;
practitioner;
organisation; or
other business customer

mainly for purposes related to its trade, profession, business or organisational activities, the transaction may not be a consumer contract.

Business customers therefore do not have an automatic statutory change-of-mind cancellation right equivalent to the consumer cooling-off right.

Change-of-mind returns from business customers require STRAPD LIMITED's prior approval.

Unless otherwise agreed, products accepted for a discretionary business return must be unused and in resellable condition.

Any separately agreed quotation, club-supply arrangement or business terms may contain different return provisions and will take priority where applicable.

Nothing in this section removes contractual rights a business customer may have where products are faulty, damaged, incorrect or fail to meet an expressly agreed specification.

11. How Refunds Are Paid

Where a refund is due, it will normally be issued to the original payment method.

The time taken for the refunded amount to appear in your account after STRAPD processes it may depend on your bank, card issuer or payment provider.

A notification from Shopify or STRAPD confirming that a refund has been issued does not necessarily mean that the funds will appear in your bank account immediately.