Return and Complaint Policy for Strohly Straw Structure Pellets

General Notice

Our Strohly Straw Structure Pellets are a sensitive natural product and are subject to strict requirements regarding storage and hygiene. For this reason, returns are generally excluded once the goods have been delivered.

No returns will be accepted for:

• Opened or unsealed bags
• Loose or repackaged goods
• Improper storage by the customer
• Contaminated or moisture-damaged goods

Resale is not possible under these conditions – thank you for your understanding.

Goodwill Policy for Business Customers

In exceptional cases – e.g., incorrect orders – we are willing to offer goodwill returns. The following conditions apply:

• Return only in the original sealed packaging
• Return shipping costs must be covered by the buyer
• A restocking fee of up to 20% of the merchandise value may apply

Please contact us in advance in such cases.

Incorrect Delivery or Transport Damage

If you notice an incorrect delivery or transport damage, please contact our customer service within 2 working days of receipt and provide clear photographic evidence. In such cases, we will of course arrange a replacement delivery or a refund.

Strohly – natural. clean. reliable.
 

Payment Terms

We accept the following payment methods:

• PayPal: Fast and secure online payment – your PayPal account or linked credit card will be charged directly.
• Sofort Bank Transfer: Direct online transfer via your online banking – easy and convenient without registration.
• Cash on Collection: If you pick up your order from us in person, you are welcome to pay the total amount in cash.

Please note that goods will only be shipped after full payment has been received (except for cash on collection). If you have any questions regarding your payment, we are happy to help.