• STRATHON can cancel your order in the first 24 hours after your purchase. Therefore, we will no longer accept your cancellation request if passed the due time.
  • STRATHON cannot cancel your order if the package is already shipped and on its way to you.
  • STRATHON does not accept return items from customers considering the cost is too expensive and the procedure is too complicated. Not to mention, the customer is the one who needs to cover the cost.
Delivered but The Customer does not receive the Package
  • STRATHON will try its best to ask the shipping carrier about the customer's package. It usually got stolen or lost.
The Package is Lost caused by the Courrier/Shipping carrier
  • STRATHON cannot refund and are not responsible if the package is lost caused by the courier/shipping carrier. Since we already provided the correct address from the customer to the shipping company.
Input Wrong Address and Already Shipped
  • When the customer inputs the wrong address, the package usually gets lost or destroyed in the destination country. In other words, the package is not going to return to us. Thus, STRATHON cannot change the address nor refund the money if the package already shipped.
  • For instance: The located address you input on our system was in the United States, however, you suddenly want to change it to the United Kingdom while the package already shipped. Here, we cannot grant your wish to cancel or refund.
Failed to Deliver
  • Customers need to pay an extra cost of $12 – applied when the package is failed to deliver and the customer wants the shipping courier to deliver it again from the nearest warehouse to their address.
  • STRATHON can only refund 25% of the product price if the customer does not want to pay an extra cost of $12 to re-deliver their package to their address.
  • STRATHON can only refund 25% of the product price if the package is failed to deliver due to the customer’s objection to paying the taxes or fees that are being 
Return the Package
  • First, the customer needs to contact STRATHON by e-mail, at, before returning the package.
  • Second, explain to our customer service the reason why you want to return the package.
  • Third, wait for our customer service confirmation.
  • Fourth, if your email is accepted and granted, our customer service will provide you with further instructions on how to send and return the package to us.
  • NOTE:
    • the item that is directly returned to us without requesting an initial confirmation, will not be accepted and processed.
    • to be eligible for a return, the item should be in the same condition as when you initially received the package; unused, with tags, still in its original packaging, and the receipt or proof of the purchase must be provided.
Shipping Issues Investigation
  • STRATHON will investigate the issue directly after receiving a complaint from you.
  • The process usually takes 1 to 2 weeks. If we do not get a result or cannot find any other solution, we will refund your money.
Wrong, Defective, Damage Items
  • STRATHON’s customer service will try to assist you. Hence, if you have received wrong, defective, or damaged items, please contact us immediately by e-mail, at
Exceptions or Non-Returnable Items
  • STRATHON cannot accept returns if the items you purchase were on sale or paid using a gift card.
  • Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
  • STRATHON will notify you once we have received and inspected your return package.
  • STRATHON will let you know whether or not your package is approved to be refunded. If it is approved, you will directly receive your money, as we will automatically do a full refund.
  • Once we refund your money, it will not become our responsibility if you have not received your money directly.
  • Please remember, it can take some time for your bank or credit card company to process and post the refund