Refund policy
RETURNS & REFUNDS POLICY
Strap Up
Last updated: 2026-08-18
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14-DAY MONEY-BACK GUARANTEE
Wear them for a week on site. If they don't hold, you get your money
back.
You have 14 days from the day your order is delivered to request a
refund. No explanation needed — if they're not right for you, that's
reason enough.
To qualify, the item must be:
- In a resalable condition, with all straps and clips intact
- Returned with its original packaging where possible
Normal wear from testing them on the job is fine. That's the point of
the guarantee. What we can't refund is an item that's been cut,
modified, or damaged beyond ordinary use.
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HOW TO START A RETURN
1. WhatsApp or email us within 14 days of delivery with your order
number and what went wrong.
2. We'll confirm your return and send you the return address.
3. Post the item back to us. Keep your tracking number — we can't
process a refund on a parcel that doesn't arrive.
4. Once it reaches us and passes a quick check, your refund is
processed within 5 business days.
Email: support@strap.co.za
Return postage is at your cost unless the item arrived faulty,
damaged, or we sent you the wrong thing — then we cover it.
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REFUNDS
Refunds go back to the original payment method. Once we process it,
your bank or card provider usually takes 3 to 10 business days to
show the money in your account. That part is on their side, not ours.
We refund the price you paid for the item. Original delivery charges
are refunded only where the item was faulty, damaged, or incorrect.
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FAULTY OR DAMAGED ITEMS
If your Hook'em arrives faulty or damaged, message us within 7 days
of delivery with a photo. We'll replace it or refund you in full,
including postage both ways. You choose.
Under the Consumer Protection Act you have 6 months from delivery to
return goods that are defective or not fit for their intended
purpose, and you may choose a repair, replacement, or refund. That
right stands on top of our 14-day guarantee, not instead of it.
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CANCELLING AN ORDER
Before it ships: message us and we'll cancel it and refund you in
full.
After it ships: treat it as a return under the 14-day guarantee
above.
Under the Electronic Communications and Transactions Act you may also
cancel an online order without reason within 7 days of delivery and
receive a full refund of the purchase price, with return postage at
your cost. Our 14-day guarantee gives you longer than this.
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EXCHANGES
Want a different size or colour instead of a refund? Message us. We'll
send the replacement once your return is on its way back to us.
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WHAT WE CAN'T ACCEPT
- Requests made more than 14 days after delivery, unless the item is
defective under the 6-month CPA right above
- Items cut, altered, or damaged beyond ordinary use
- Items returned without contacting us first — we won't know whose
parcel it is
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DELIVERY
We deliver across South Africa. Orders placed before [time] on a
business day go out the same day. Standard delivery is [X to Y]
business days; outlying areas can take longer.
You'll get a tracking link by email or SMS once your parcel is
collected.
If your parcel hasn't moved for 5 business days, message us and we'll
chase the courier for you.
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QUESTIONS
Email: support@strap.co.za
You get a real person, not a call centre. Usually answered within the
hour during business hours.
