Refund policy

We offer a 14-day return policy. This means you have 14 days from the date of receiving your item to request a return. Once you receive the return label, you will have an additional 14 days to send the item back to our warehouse.

How to Return an Item?
STEP 1: Fill Out the Return Form
1. Please complete the return form (template below) and email it to us at support@letsstring.store with a note indicating that you wish to return your item.
2. Please take photos of the set and send them to us via email along with the completed return form. If the packaging has been opened, take a photo of the set along with all its contents placed in the original packaging.
Return Form: Return Form.pdf

STEP 2: Wait for Instructions and Return Label
Once we receive your request, we will:
1.    Review your request and send you a return label.
2.    Provide instructions on how and where to send the item.
❗️Please do not send the item back without prior notice and without receiving a return label – such returns will not be accepted. 

STEP 3: Item Inspection and Refund
1.    Once your item arrives at our warehouse, we will inspect it.
2.    You will receive a notification confirming whether your return is approved or rejected.
3.    If the return is approved, your refund will be processed to your original payment method.

Return Conditions
To be eligible for a return, your item must meet the following conditions:
-You must comply with the terms of the return notice and send the item back to our warehouse.
-It must be in the same condition in which you received it (unused and unworn).
-The tags, original packaging and all accessories are intact.
-You have a receipt or proof of purchase.

Contact Us
If you have any questions about returns, feel free to email us at support@letsstring.store 

Policy for Product Complaints (Claims)
We strive to ensure the quality of our products, but we understand that sometimes issues may arise. If you receive a defective or incorrect item, you have the right to file a complaint and request a replacement, repair, or refund in accordance with our warranty policy.

How to File a Product Complaint?

STEP 1: Submit a Complaint Request
Please contact us at support@letsstring.store and include the following information in your email:
1. Your full name.
2. Order number.
3. Name and product code of the defective or incorrect item.
4. A description of the issue (e.g., defect details or what went wrong).
5. Clear photos or videos of the defect (if applicable).
6. Your preferred resolution (e.g., replacement, repair, or refund).

STEP 2: Wait for Review
Once we receive your complaint, we will:
1.    Review your request within 14 days of receiving it.
2.    Contact you if additional information or clarification is needed.

STEP 3: Resolution
After reviewing your complaint, we will offer one of the following resolutions:
     1. Replacement: We will send you a new item free of charge.
     2. Repair: If possible, we will repair the defective item.
     3. Refund: If neither replacement nor repair is possible, we will issue a full or partial refund, depending on the situation.

Important Notes
1.    For complaints related to transport damage, please contact us within 48 hours of receiving the package.
2.    If your complaint is approved and the item needs to be returned, we will provide a prepaid return label.
3.    Please retain the set and its original packaging until your claim is finalized. If the set or its packaging is lost or discarded before a positive claim is confirmed, this may affect the possibility of a refund.

Contact Us
If you have any questions or concerns about your complaint, please don’t hesitate to email us at support@letsstring.store.

Rules for accepting goods from the transportation company
Please inspect your order upon receipt and contact us immediately if the item is faulty, damaged or you received the wrong item so we can assess the problem and rectify it.
Visual inspection of packaging:
When you receive your order from the courier or transportation company, carefully inspect the condition of the packaging. If you notice any damage to the packaging (tears, dents, punctures, etc.), be sure to draw the courier's attention to it and ask him to record it in the “Damage Report”.

Documenting damage if the packaging is damaged:
- Take photos of the damaged packaging at the time of delivery (2 photos of the packaging damage and 2 photos of the product damage).
- If the product itself is damaged, fill out a damage report with the courier, detailing all visible defects.

Receiving the product with damaged packaging:
- Be sure to accept the product even if the packaging is damaged, as this will simplify and speed up the resolution process.
- Before accepting the product, be sure to document the damage to both the packaging and the product in photos (as described above).
- Contact our customer support within 24 hours of receiving the product to agree on further actions.

Contact us:
To reach our customer support for issues related to receiving damaged goods: 
- Email us at support@letsstring.store 
- Attach photos of the damage, the damage report (photo), and a brief description of the problem.