Refund policy

Returns & Refunds

Last updated: 14 September 2026

For orders delivered in the United Kingdom, you may notify STRAYN of a return within 30 calendar days after delivery, including sale items. STRAYN pays return postage as explained below. This policy adds to your statutory rights.

Cancellation and change of mind

You have a statutory right to cancel an online purchase without giving a reason from ordering until 14 days after delivery. For goods from one order delivered separately, this period runs from receiving the last item. STRAYN extends the notification period to 30 days. Send the goods back within 14 days after notifying us. You may also cancel before dispatch.

You may unpack and inspect goods as you would in a shop. Return accessories and, where possible, original packaging and tags. Opening packaging does not remove cancellation rights. We may make a lawful deduction for actual loss of value caused by handling beyond what is necessary to establish the goods' nature, characteristics and functioning; any deduction will be explained. There is no restocking fee.

Arranging your return

Email support@strayn.uk with your order number or other proof of purchase and the items concerned. A reason is optional for change-of-mind returns. We aim to reply within one business day with the return destination and postage arrangements. Contact us before posting so we can arrange the correct destination. A timely cancellation does not depend on our approval or response; administrative delays do not remove legal rights.

Return postage paid by STRAYN

STRAYN covers reasonable standard return postage for eligible change-of-mind returns and faulty, damaged, incorrect or misdescribed goods. We provide a prepaid label or arrange reimbursement of reasonable standard postage, explaining the method before you post. Keep proof of posting and postage receipts. Confirm the parcel-return destination with us; do not assume our correspondence address is the return warehouse.

Faulty, damaged or incorrect goods

Goods must be of satisfactory quality, fit for purpose and as described. You normally have 30 days from delivery to reject goods that do not meet these requirements for a full refund. After that, repair or replacement and, where applicable, a price reduction or final rejection remain available under the Consumer Rights Act 2015. These rights do not end with our change-of-mind period. Contact STRAYN directly; we remain responsible for resolving the issue and reasonable return costs.

Describe the problem and provide photographs if reasonably possible. Photographs, original packaging and reporting immediately on delivery are not conditions that override your statutory rights.

Refunds

For change-of-mind returns we refund without undue delay, no later than 14 calendar days after receiving the goods or evidence you sent them back, whichever is earlier. Where no goods were dispatched, the deadline is 14 calendar days after cancellation. If we arrange collection, the applicable statutory refund deadline runs from cancellation. Refunds for rejected faulty goods are made without undue delay and within 14 calendar days after we agree you are entitled to the refund.

Refunds go to the original payment method unless you expressly agree otherwise, without a refund fee. For cancellation of a whole order, any standard outbound delivery charge is also refunded; the extra cost of a premium delivery service need not be refunded. Our UK standard delivery is free. Bank processing can affect when funds appear but does not extend our deadline to issue a refund. Contact support@strayn.uk about a missing refund.

Exchanges

For another colour or model, arrange return and refund, then place a new order. Another purchase is not required to receive your refund. Statutory replacement rights for faulty goods remain unaffected.

Optional cancellation form

You may send this form or any other clear cancellation statement by email or post. Using the form is optional.

To: STRAYN, 71–75 Shelton Street, London WC2H 9JQ, United Kingdom; support@strayn.uk.
I/We give notice that I/we cancel my/our contract for the following goods:
Order number (if available):
Ordered on / received on:
Name of consumer(s):
Address of consumer(s):
Signature (only for paper forms):
Date: