Return & Refund Policy

Thank you for shopping with Stretchora.

We want our return and refund process to be clear, fair, and practical. Please review this policy carefully before requesting a return, exchange, cancellation, or refund.

By placing an order through Stretchora, you acknowledge that you have reviewed and agreed to this policy, subject to any non-waivable rights available under applicable consumer protection law.

Return Eligibility

You may request a return within 30 days after the applicable order is marked as delivered.

To qualify for a return, the product must meet all of the following conditions:

The product must be unused, unworn, unwashed, unassembled, and in substantially the same condition in which it was received.
The product must be returned with its original packaging, labels, manuals, accessories, hardware, protective materials, and included components.
The product must not show signs of wear, contamination, odor, misuse, improper installation, modification, accidental damage, or customer-caused damage.
The return request must be submitted within 30 days after delivery.
The product must be shipped within 7 calendar days after we issue written return authorization.
Valid proof of purchase, such as the Stretchora order number or order confirmation email, must be provided.

Submitting a return request does not automatically mean that the return has been approved.

Products That Cannot Be Returned

The following products are generally not eligible for return, except where the product arrived defective, damaged, incorrect, or applicable law requires otherwise:

Gift cards
Clearance products clearly marked as final sale
Customized, personalized, or made-to-order products
Products returned after the applicable return period
Products showing signs of use, wear, washing, assembly, installation, alteration, or misuse
Products damaged after delivery
Products missing packaging, accessories, instructions, hardware, or components
Products that cannot be resold for hygiene or safety reasons after being opened or used
Opened or used towels, eye pillows, meditation cushions, bolsters, blankets, massage tools, or similar personal-contact products
Used yoga mats, resistance bands, straps, blocks, cushions, recovery products, or exercise accessories
Installed or used aerial yoga equipment, inversion equipment, headstand benches, storage racks, or other weight-bearing products
Products returned without prior written authorization
Products sent to an address other than the authorized return address

A product is not considered defective solely because it does not meet personal preferences regarding color, texture, firmness, thickness, dimensions, resistance level, scent, comfort, or appearance when the product substantially matches its listing.

Return Authorization Required

Do not return any product before receiving written instructions from Stretchora.

To request a return, contact:

Email: dongkoch747@gmail.com
Telephone: +1 (936) 260-5549

Please include:

Your full name
Your order number
The email address used at checkout
The product you wish to return
The reason for the return
Clear photographs or videos when the product is damaged, defective, incomplete, or incorrect

If the request is approved, we will provide return instructions and, where applicable, a Return Authorization number.

Returns sent without prior written authorization may be refused, delayed, or returned to the sender.

Authorized Return Address

The return address may differ depending on the product, supplier, warehouse, fulfillment location, and reason for return.

Do not send returns to our legal business address unless our customer support team specifically confirms that address in writing for your return.

Our Hong Kong business address is provided for business correspondence and legal notices. It is not automatically a merchandise return center.

Products sent to an unauthorized address may not be recoverable or eligible for a refund.

Return Packaging and Shipping

Approved returns must be securely packaged to prevent damage during transit.

The customer must:

Use the packaging specified in the return instructions
Include all original components and accessories
Use a trackable shipping service
Retain the shipping receipt and tracking number
Comply with any customs documentation requirements
Ship the product within 7 calendar days after receiving return authorization

We are not responsible for an unauthorized return or a customer-arranged return that is lost, delayed, damaged, misdirected, refused, or held by customs before reaching the authorized destination.

The customer remains responsible for the product until the authorized return location confirms receipt.

Return Shipping Costs

For a return based on preference, accidental purchase, size, color, material, firmness, or another reason unrelated to our error, the customer is responsible for return shipping costs and any related carrier or customs charges.

Stretchora will cover reasonable return shipping costs, provide a prepaid return label, or offer another appropriate resolution when we verify that:

The wrong product was shipped
The product arrived materially damaged
The product arrived with a verified manufacturing defect
Required components were missing
The product materially differs from the product ordered

Do not purchase return postage expecting reimbursement unless Stretchora has authorized the expense in writing.

Original shipping charges are generally non-refundable unless the return results from our verified error, a verified product defect, or applicable law requires otherwise.

Inspection of Returned Products

All returned products are inspected before a refund or exchange is approved.

Inspection may include verification of:

Product identity
Product condition
Original packaging
Included accessories and components
Signs of installation, assembly, use, washing, wear, damage, odor, or contamination
Serial numbers, labels, or other product identifiers
Compliance with the return instructions

We will notify you by email after the return has been received and reviewed.

A delivered return tracking status does not by itself establish that the contents are correct, complete, undamaged, or eligible for a refund.

Refunds

When a return is approved after inspection, the eligible refund will generally be issued to the original payment method.

Approved refunds are normally processed within 5–10 business days after inspection and approval.

Your bank, card issuer, payment processor, or financial institution may require additional time to post the refund to your account. Stretchora does not control processing times imposed by third-party financial institutions.

Refunds will not normally be issued through cash, check, wire transfer, cryptocurrency, gift card, or a different payment account.

Where applicable law requires a different refund method or processing period, the legally required standard will apply.

Refund Deductions

Where permitted by applicable law, the refund amount may be reduced when a returned product:

Has been used beyond what is reasonably necessary to inspect it
Is damaged due to improper packaging or customer handling
Is missing accessories, manuals, packaging, hardware, or components
Has been assembled, installed, altered, washed, or modified
Has materially decreased in value due to the customer’s actions
Is returned using an unauthorized method that causes additional costs

We will not impose an undisclosed restocking fee on an eligible return that fully complies with this policy.

Any permitted deduction will be based on the condition of the returned product and the reasonably attributable loss in value or cost.

Damaged, Defective, Incorrect, or Incomplete Orders

Inspect your order promptly after delivery.

If a product arrives damaged, defective, incorrect, or incomplete, contact us within 7 calendar days after delivery.

Please provide:

Your order number
A clear description of the issue
Photographs of the entire product
Close-up photographs of the defect or damage
Photographs of the shipping box and internal packaging
A photograph of the shipping label
A video showing the issue when reasonably necessary

Keep the product, packaging, manuals, accessories, hardware, and shipping materials until the review has been completed.

Do not discard, repair, alter, install, continue using, or return the product unless instructed to do so.

Depending on the verified circumstances, we may provide:

Replacement parts
A replacement product
An exchange
A partial refund
A full refund
Another legally appropriate remedy

The appropriate resolution will depend on the nature of the issue, product availability, the evidence provided, applicable law, and whether the product can be safely returned.

Product Safety Issues

Stop using a product immediately if it appears damaged, unstable, defective, incorrectly assembled, or unsafe.

This is particularly important for:

Aerial yoga hammocks
Inversion slings
Headstand benches
Balance boards
Yoga wheels
Resistance equipment
Storage racks
Wall-mounted products
Products intended to support body weight

Customers must follow all manufacturer instructions, warnings, weight limits, mounting requirements, inspection requirements, and intended-use limitations.

A product must not be used when components are worn, loose, damaged, improperly installed, or incompatible with the intended mounting surface.

Exchanges

We generally provide direct exchanges only for products that are verified as:

Damaged during delivery
Defective
Incorrectly shipped
Missing essential components

Exchange availability depends on stock and fulfillment availability.

When an identical replacement is unavailable, we may offer a comparable replacement, replacement parts, or a refund in accordance with this policy and applicable law.

Products cannot normally be exchanged solely because of a change of mind or personal preference. An eligible preference-based product should instead be returned and reordered.

Order Cancellations

Cancellation requests must be submitted as soon as possible and preferably within 12 hours after purchase.

An order can be canceled only when processing, supplier confirmation, fulfillment, packaging, or shipment has not begun.

Cancellation is not guaranteed merely because the request was submitted within 12 hours.

A cancellation is effective only after Stretchora confirms it in writing.

Once fulfillment or shipment has begun, the order may no longer be canceled. The customer may request an eligible return after delivery in accordance with this policy.

Refused and Unclaimed Deliveries

A shipment may be returned to the sender when:

The delivery address is incorrect or incomplete
The customer refuses delivery
The customer fails to collect the package
Delivery attempts are unsuccessful
Required customs charges are not paid
The carrier cannot access the delivery location

After the package has been returned and inspected, we may offer:

Reshipment, subject to additional shipping charges
A refund of the eligible product amount, less non-refundable shipping, carrier, customs, return, or handling costs where legally permitted

No refund will be issued before the returned shipment is received and its status is confirmed, unless applicable law requires otherwise.

Address Errors

Customers are responsible for providing a complete and accurate delivery address at checkout.

Contact us immediately if an address correction is needed. We cannot guarantee that an address can be changed after processing or fulfillment has started.

Stretchora is not responsible for delivery failure resulting from an incorrect or incomplete address supplied by the customer, except to the extent required by applicable law.

Additional shipping charges may apply if reshipment is requested.

Packages Marked as Delivered

When carrier tracking shows that a package was delivered but it cannot be located, please:

Check the delivery location and surrounding area
Ask household members, neighbors, reception staff, or building management
Review any delivery photograph
Contact the carrier
Allow a reasonable period in case the delivery scan was premature

After completing these steps, contact Stretchora with your order number and the carrier’s case or reference number.

We will provide reasonable assistance, but a carrier’s delivered scan may require investigation before a replacement or refund can be considered.

International Returns

For international orders:

Return shipping costs are the customer’s responsibility unless the return is caused by our verified error or a verified defect
Import duties, brokerage charges, taxes, and customs fees paid to government authorities or third parties are generally non-refundable by Stretchora
The customer is responsible for accurately completing required return customs documents
Additional import charges caused by inaccurate return documentation may be deducted where legally permitted
Returned products must be sent only to the authorized return destination

Customers should not mark a return with false customs information or an inaccurate value.

Partial Refunds

Where permitted by applicable law, a partial refund may be offered when:

A minor issue does not prevent normal use
Replacement parts resolve the verified problem
The customer chooses to keep a product with a disclosed cosmetic issue
A returned product has decreased in value
Components or packaging are missing
The customer and Stretchora mutually agree to the partial refund in writing

Customers are not required to accept a proposed partial refund when applicable law provides another mandatory remedy.

Promotional and Bundle Purchases

When a product purchased as part of a bundle, promotion, volume discount, or “buy more, save more” offer is returned, the refund may be recalculated based on the products retained.

Free gifts or promotional products associated with a returned order must also be returned unused and in their original condition. When a promotional product is not returned, its stated or reasonable value may be deducted from the refund where legally permitted.

Discount codes and promotional offers are not redeemable for cash.

Chargebacks and Payment Disputes

Contacting us directly often allows us to review an order concern more quickly.

Nothing in this policy limits any non-waivable right to dispute a payment through a card issuer, payment provider, or other legally available process.

Customers must not knowingly submit false, misleading, or duplicate claims. We may provide order records, tracking information, communications, return records, and other relevant evidence to the applicable payment provider when responding to a dispute.

Abuse and Fraud Prevention

We may reject a return or take reasonable protective action when there is evidence of:

Return fraud
Product substitution
Empty-package returns
Altered product identifiers
False damage claims
Repeated abuse of the return process
Threats, harassment, or fraudulent payment activity

Any fraud review will be conducted using available records and will remain subject to applicable law.

Statutory Consumer Rights

Nothing in this policy excludes, restricts, or modifies any consumer right or remedy that cannot legally be excluded, restricted, or modified.

When a provision of this policy conflicts with a mandatory law applicable to a transaction, the mandatory law will control only to the extent of that conflict.

Policy Updates

We may update this Return and Refund Policy to reflect changes in our products, operations, fulfillment methods, or legal requirements.

The version published on our website at the time of purchase will generally apply to that order, except where an update is required by law or provides the customer with more favorable terms.

Contact Information

For questions about returns, exchanges, cancellations, or refunds, contact:

Store Name: Stretchora
Legal Business Name: STOREVIA LIMITED
Website: https://stretchora.com
Email: dongkoch747@gmail.com
Telephone: +1 (936) 260-5549

Customer Support Hours:
Monday–Friday, 10:00 AM–6:00 PM Hong Kong Time (GMT+8)

Legal Business Address:
STOREVIA LIMITED
Unit 809, 8/F Brill Plaza
84 To Kwa Wan Road
To Kwa Wan
Hong Kong

The legal business address is not a return address unless expressly confirmed in writing by Stretchora.