1. Introduction

This Refund & Return Policy (“Policy”) applies to all purchases made through www.popstrapz.com, operated by Yuzheng Trading Limited (“popstrapz”, “we”, “our”, or “us”).

We aim to provide high-quality products and a fair, transparent return and refund process in accordance with standard international e-commerce practices and Hong Kong regulations.

2. 30-Day Return Policy

We accept return requests within 30 days from the date of delivery.

To be eligible for a return, the item must:

  • Be unused, unworn, and in original condition
  • Include all original tags, packaging, and accessories
  • Be accompanied by a valid proof of purchase (order number or invoice)

Returns will not be accepted for:

  • Items marked as final sale or non-returnable
  • Products showing signs of use, damage, or misuse
  • Returns with missing parts, tags, or original packaging

3. Return Request Process

To initiate a return, please follow these steps:

  1. Email business@popstrapz.com within 30 days of delivery
  2. Provide your order number and reason for return
  3. Our support team will review your request and provide return instructions if approved

Important:
Return shipping costs are the responsibility of the customer unless the item is defective, damaged, or incorrectly shipped.

Unauthorized returns will not be accepted.

4. Damaged, Defective, or Incorrect Items

If you receive an item that is damaged, defective, or incorrect:

  • Contact us within 7 days of delivery
  • Email business@popstrapz.com with:
    • Your order number
    • Clear photos or videos showing the issue

Once verified, we will offer one of the following at no additional cost:

  • Replacement
  • Exchange
  • Full refund (including original shipping costs)

5. Refund Processing

Once your returned item is received and inspected:

  • You will be notified of approval or rejection
  • Approved refunds will be issued to the original payment method
  • Refunds typically take 7–10 business days to process, depending on your bank or payment provider

Shipping fees are non-refundable unless the return is due to our error.

6. Late or Missing Refunds

If you have not received your refund after 10 business days:

  1. Check your bank or card statement
  2. Contact your payment provider
  3. If the issue persists, email business@popstrapz.com

7. Exchanges

We do not process direct exchanges.
If you need a different item, please:

  • Return the original product (if eligible)
  • Place a new order separately

8. Non-Returnable Items

The following items are non-returnable unless defective:

  • Customized or personalized products
  • Items explicitly marked as non-returnable

If you are unsure about eligibility, please contact us before initiating a return.

9. Warranty Policy

All products sold on popstrapz include a 365-day limited warranty from the date of delivery.

This warranty covers manufacturing defects in materials or workmanship only and does not cover:

  • Normal wear and tear
  • Accidental damage
  • Improper use or care

To submit a warranty claim, email business@popstrapz.com with your order number and issue details.

10. Contact Information

Yuzheng Trading Limited
Email: business@popstrapz.com
Website: www.popstrapz.com
Address:
UNIT 1802, 18/F, PODIUM PLAZA,
5 HANOI ROAD, TSIM SHA TSUI,
HONG KONG