Refund policy

At Strand Supply, we're committed to providing premium products and a shopping experience you can buy with confidence. If something isn't right, we'll work with you to find a fair solution as quickly as possible.

30-Day Returns

You may request a return within 30 days of receiving your order.

To be eligible for a return, your item must:

  • Be unused and in its original condition.
  • Include all original packaging, accessories, and tags (where applicable).
  • Be accompanied by proof of purchase.

Items returned without first contacting us and receiving return approval will not be accepted.

Professional Tools

For hygiene and quality assurance reasons, professional scissors and other hygiene-sensitive tools cannot be returned once they have been used, unless they are faulty.

If you have any questions before purchasing, we're always happy to help you choose the right product.

Starting a Return

To request a return, please contact us at strandsupply.business@gmail.com with your order number and the reason for your return.

If your return is approved, we'll provide instructions on how and where to send your item.

For change-of-mind returns, customers are responsible for the cost of return shipping.

Damaged, Faulty or Incorrect Items

Please inspect your order as soon as it arrives.

If your item arrives damaged, is faulty, or you receive the wrong product, please contact us as soon as possible so we can resolve the issue promptly.

Where appropriate, we may request photographs of the product and its packaging to help assess the issue. If the item is confirmed to be faulty, damaged, or incorrect, we'll arrange an appropriate remedy at no additional cost to you.

Exchanges

We do not offer direct exchanges.

If you'd like a different product, simply return your eligible item for a refund and place a new order.

Non-Returnable Items

The following items cannot be returned:

  • Professional scissors and other hygiene-sensitive tools that have been used.
  • Sale or clearance items.
  • Gift cards.

Refunds

Once we've received and inspected your return, we'll notify you of the outcome.

If your refund is approved, it will be issued to your original payment method within 10 business days. Depending on your bank or payment provider, it may take additional time for the funds to appear in your account.

If more than 15 business days have passed since your refund was approved, please contact us at strandsupply.business@gmail.com.

International Returns

We accept returns on international orders within 30 days of delivery, subject to the following conditions:

  • Items must be unused and in original condition with all original packaging and proof of purchase
  • The customer is responsible for all return shipping costs
  • Professional scissors and hygiene-sensitive tools cannot be returned once used, unless faulty
  • Sale and clearance items are not eligible for return
  • Where possible, we will offer an exchange for faulty items to avoid additional shipping costs
  • Refunds will be issued to the original payment method within 10 business days of receiving the returned item

To initiate an international return, please email strandsupply.business@gmail.com with your order details and photos if applicable.

Australian Consumer Law

Nothing in this policy excludes or limits your rights under the Australian Consumer Law.

If a product has a major fault or does not match its description, or fails to meet consumer guarantees under Australian Consumer Law, you may be entitled to a repair, replacement, or refund.