Return & Refund Policy

Last Updated: 6 June 2026  ·  itsphonestrap.com  ·  Malaysia

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This Return and Refund Policy applies to purchases made from Itsphonestrap through our website. Itsphonestrap sells physical phone accessories, mainly phone straps designed like bracelets.

This policy does not remove any customer rights provided under Malaysian consumer protection laws.

Customers must contact us within 7 days from the date they receive the parcel.

All return requests must be approved by Itsphonestrap first. Please do not return any item without contacting us first.

We accept return requests for the following reasons:

• Defective item.
• Item damaged during delivery.
• Wrong item sent.
• Wrong size, colour, or variant sent by seller.
• Missing item or missing parts.
• Item materially different from the description or picture shown.

Itsphonestrap does not accept returns if the customer simply changes their mind after purchase, unless the item is defective, damaged, wrongly supplied, incomplete, or materially different from the product description.

We do not accept return or refund requests caused by customer mistakes, such as:

• Customer chose the wrong item.
• Customer entered the wrong delivery address.
• Customer no longer wants the item.
• Customer damaged the item after receiving it.

Items are not returnable if:

• The original packaging is missing.
• The item is damaged due to customer misuse.
• Accessories or free gifts are missing.
• The item has been used or damaged by the customer.
• The item is returned without proof of purchase or order number.

Returned items must be:

• In original packaging.
• Complete with accessories or free gifts, if any.
• Free from damage caused by the customer.
• Accompanied by the order number or receipt.

Please provide the following when making a return request:

• Order number.
• Payment receipt.
• Photo of the item.
• Video showing the item problem, if applicable.

If your return request is approved, Itsphonestrap may offer:

• Full or partial refund.
• Replacement of the item.
• Store credit or voucher.
• Exchange for another item (subject to stock availability).

If the replacement item is out of stock, you may choose another item.

Approved refunds may be made through:

• Bank transfer.
• E-wallet transfer.
• Store credit or voucher.

Refunds will only be processed after the return request has been approved and the returned item has been received and inspected.

Approved refunds will usually be processed within 7 to 14 working days after approval. Processing time may also depend on your bank, e-wallet provider, or payment method.

If the item is defective, damaged, wrongly supplied, incomplete, or materially different — the customer may pay the return shipping first. Itsphonestrap will reimburse the approved return shipping cost after approval.

Customers are responsible for arranging the return courier and must keep the tracking number as proof of return.

Customers may cancel an order before payment is made. Once payment has been made, cancellation may not be allowed unless approved by Itsphonestrap.

Some Itsphonestrap products may be custom-made or personalised. These items may not be returnable unless defective, damaged, wrongly supplied, incomplete, or materially different from the agreed order.

To request a return or refund, please include your order number, payment receipt, and photo or video proof:

• Email: strapify03@gmail.com
• Website: itsphonestrap.com
• Address: Universiti Utara Malaysia, 06010 Sintok, Kedah, Malaysia

Need to make a return?

Contact us first and we’ll guide you through the process.

strapify03@gmail.com

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