Refund policy

Your satisfaction matters to us. If something is not right with your order, please contact us so that we can assist. This policy explains how returns, refunds, and product-related claims are handled.

Return Window

Eligible products may be returned within 15 days of the date on which you receive your order, subject to the conditions below.

Consumable Products

Due to the health, hygiene, and safety considerations associated with consumable products, Strivr products cannot be returned, exchanged, or refunded once they have been dispatched.

This includes products that are unopened or unused, as we cannot verify how consumable products have been stored or handled after leaving our control.

This restriction does not affect your right to contact us if a product is defective, damaged upon delivery, incorrect, expired, or otherwise does not meet the required quality standards.

Other Non-Returnable Items

The following items are also not eligible for return, exchange, or refund:

• Gift cards;

• Custom or personalised products;

• Sale or clearance items marked as final sale; and

• Hazardous materials or flammable liquids.

By completing your purchase, you acknowledge that these products are excluded from our general returns policy, except where applicable consumer law provides otherwise.

Damaged, Defective or Incorrect Products

Please inspect your order as soon as it is delivered.

Claims relating to damaged, defective, expired, or incorrect products should be submitted within 48 hours of delivery. Your claim must include:

• Your order number;

• A clear description of the issue;

• Clear photographs showing the product and the issue; and

• Photographs of the original packaging, batch number, and expiry date where applicable.

We may request additional photographs or information to assess your claim. Insufficient evidence may prevent us from approving the claim.

If your claim is approved, Strivr will provide an appropriate remedy, which may include a replacement or refund, depending on the circumstances and applicable consumer law.

User Error and Improper Use

Refunds or replacements will not be provided for issues caused by:

• Incorrect use or preparation;

• Failure to follow the product instructions;

• Improper storage after delivery;

• Normal wear and tear;

• Product tampering or alteration; or

• Damage caused by the customer or a third party after delivery.

How to Submit a Claim

Please email info@strivr.co.za with your order number, a description of the issue, and the required photographic evidence.

Products returned without prior written approval will not be accepted. If a return is approved, we will provide you with the relevant instructions.

Exchanges

We do not offer direct exchanges.

Where an eligible non-consumable item is approved for return, the original item must first be returned and a new order placed separately.

Refund Processing

Approved refunds will be processed within 30 business days following the assessment and approval of the claim.

The time taken for the funds to reflect may vary depending on your bank or payment provider. If more than 15 business days have passed since you received confirmation that your refund was processed, please contact info@strivr.co.za.