Returns and cancellation policy

If you need to return or exchange Stratisgo products, please contact the Stratisgo customer service team within 30 days of receiving the product.

Cancellation of orders:

If you wish to cancel an order prior to shipment, please contact customer service as early as possible to expedite the refund process.
If the order is already in transit, we will need to coordinate with the shipping company to recall the order and arrange a refund for you.
Please note that you will be responsible for an additional recall fee if the order is already in transit. If the recall is unsuccessful, please refuse delivery once your product arrives.

Refusal to deliver:

If you intend to refuse the delivery after receiving the package, please contact us. Failure to notify us of your refusal may result in delayed refunds or exchanges.
If a product is refused due to damage or defects, please send us photos for assessment and resolution.

30-day easy return, 24-hour rapid response:

All items purchased from Stratisgo can be returned within 30 days of purchase. Contact customer service within this return period and Stratisgo will not charge any additional costs or fees for returns due to quality issues. In case of quality defects, the customer bears the cost of the return shipment.
Make sure the product is undamaged and in the original packaging. Then send an e-mail to the customer service team at service@stratisgostore.com with the subject "Request to return an order" and include your order number, product information and pictures that prove the problem. Returns that do not meet these requirements may not be eligible for a refund. Unauthorized returns will not be accepted and the resulting return shipping costs will not be refunded.
We will initiate the return upon confirmation of the request and process the refund within 3 business days after the return is received at the warehouse. If you are requesting a return for personal reasons, please contact us at service@stratisgostore.com. We will reply to you within one working day.

Exceptions for some articles:

1. Bundle discounts (unless the entire bundle package is returned)
2. All items after 30 days from delivery date
3. Products that may come into contact with bodily fluids cannot be returned or refunded once opened due to health risks. Products include bathroom safety products, mattresses and bath lift chairs.
4. Once an order for a customized product has been placed, it cannot be cancelled or refunded.

Please note: Make sure the product is brand new and unused. All returns and exchanges must be made in the original packaging. However, these exceptions do not apply if your product is damaged or defective. In such cases, please contact customer service and we will work with you to find the best solution.

Exchange:

If you would like to exchange a product or return items yourself, please send an e-mail to service@stratisgostore.com to inquire about the possibilities and agreements. We will respond within one working day.

Send all returned items to:

Stratisgo
+49 17622052741
WPLA16
1979 Renaissance Pkwy
Rialto, CA 92376
United States

Please note that Stratisgo is not responsible for shipping costs for self-returns (with the exception of returns due to quality issues).

Once the items are returned to our warehouse, they will be checked by our team. If they are in new condition, we will process the refund within 3 working days.

Package loss:

If you suspect that your parcel has been lost, please send an e-mail to service@stratisgostore.com with your order number and tracking number so that our customer service team can initiate a parcel loss claim. This claim will help you to recover your lost or missing parcel. The process takes 7 days to receive formal confirmation from the carrier.

Reimbursement:

When you place an order online, we will authorize your credit card to ensure sufficient creditworthiness. We can only process refunds via the original payment method used for the order. Once we have processed your refund, it may take another 3-7 business days for your financial institution to refund you. If you have not received a refund within 3-7 days, please contact the payment institution first to check the status of the refund. If you still have not received the refund and can confirm that it has not been issued, please contact us stating the circumstances.