Refund policy

At Stractive PH, we want every customer to receive their order in perfect condition. If something isn’t right, we’ll assist you—but we have strict guidelines to ensure fairness and transparency for both sides.

1. RETURN & REFUND ELIGIBILITY

You may request a return, replacement, or refund within 7 days from delivery if:

You received a wrong item
The product is defective / damaged upon arrival
The item is incomplete
The product received is not as described

STRICT REQUIREMENT

📌 NO UNBOXING VIDEO = NO RETURN, NO REFUND

To process any claim for wrong item, missing item, damage, or defect:

You MUST provide a clear, continuous unboxing video starting from the unopened parcel, showing:
- Shipping pouch
- Waybill
- Opening of the package
- Condition of the item(s) inside

Without an unboxing video, any return/refund request will be automatically denied, regardless of the issue.

This protects both the customer and our shop from fraudulent claims and courier mishandling disputes.

2. ITEMS NOT ELIGIBLE FOR RETURN

Change of mind
Wrong size due to incorrect self-measurement
Apparel already worn/washed/perfumed
Liquid chalk already opened or used
Accessories with chalk marks, sweat, dirt, or wear
Items damaged due to misuse
Items returned without complete packaging

3. GENERAL CONDITIONS FOR ACCEPTANCE

Returned items must be:

Unused & unwashed
In original condition
Complete packaging (tags, pouches, box, freebies)
No stains, odors, dirt, or damage

Items failing these conditions will be denied upon inspection.

4. RETURN & REFUND PROCESS

Step 1: Submit a Request

Send us:

Order number
Clear photos
The unboxing video (mandatory)
Description of the issue

Step 2: Review

We review your request within 24–48 hours
If valid, we approve the return/refund
If unboxing video is missing, the request is automatically rejected

Step 3: Sending Back the Item

For wrong/defective products, we shoulder return shipping
For customer errors, return shipping is shouldered by buyer (if approved)

Step 4: Replacement/Refund

Once returned item is verified, we will process:

Replacement (1–2 business days)
Refund (3–7 business days)
Store credit (fastest option)

5. SPECIAL RULES FOR MISSING ITEMS

Unboxing video is REQUIRED.
No unboxing video = No proof = No replacement for missing items.

6. INTERNATIONAL ORDERS

For overseas deliveries:

Only wrong item or defective item can be refunded
In most cases, we issue partial/full refund instead of requiring international return
Customs/fees are non-refundable
Unboxing video is still required