Return Policy

1. Scope

This Return Policy is offered by Surplex, Co. (“Surplex,” “we,” “us,” or “our”) for Striv-branded physical products purchased directly from Surplex through an official Surplex checkout or order channel. Striv is a Surplex brand, not a separate legal entity.

If you purchased from an app store, retailer, reseller, marketplace, clinic, team, or other third party, that seller's return policy applies. This Policy does not govern subscription cancellations or digital-service refunds, which are addressed in the Terms of Service and the disclosures shown when you subscribe.

2. 30-Day Return Window

You may request a return within 30 calendar days after delivery. To qualify under this voluntary return policy:

• the sensing insoles must have been used for no more than 3 recorded runs or 30 total kilometers (approximately 18.6 miles), whichever occurs first;
• the Product must be clean and in like-new condition, allowing only the light wear reasonably necessary to evaluate fit and basic function;
• all parts, processing pods, chargers, accessories, manuals, and other included components must be returned; and
• the Product must not have been damaged through misuse, improper care, accident, unauthorized modification, or use contrary to the User Manual.

Include the original packaging where reasonably available. Missing packaging alone will not automatically disqualify a return, but Surplex may make a reasonable deduction where missing packaging or components reduce the Product's value, to the extent permitted by law.

3. Start a Return

1. Email info@striv.run within the 30-day window with your name, order number, reason for return, and the items you want to return.
2. Wait for return authorization and packing instructions. Do not send a Product to our mailing address unless the instructions specifically direct you to do so.
3. Ship the authorized return within 14 calendar days after receiving the instructions.

Returns sent without authorization, shipped cash-on-delivery, or sent to the wrong address may be delayed or refused.

4. Return Shipping

For a discretionary return—such as a fit, preference, or change-of-mind return—you are responsible for return packing and shipping costs. Use a trackable method and retain the receipt. You bear the risk of loss or damage until Surplex receives the return.

If Surplex shipped the wrong item, the Product arrived damaged, or Surplex approves the matter as a covered warranty claim, Surplex will provide a prepaid shipping label or reimburse reasonable authorized shipping costs.

5. Refund Amount and Timing

For an eligible return, Surplex will refund the Product purchase price and sales tax actually paid, less any disclosed and lawful deduction for missing items, damage, or use beyond what is reasonably allowed by this Policy.

Original delivery charges, expedited shipping charges, return shipping costs, customs charges, and import duties are not refundable unless the return resulted from Surplex's error, the Product was defective on arrival, or applicable law requires otherwise.

We will issue an approved refund to the original payment method within 10 business days after receiving and inspecting the return. Your bank or payment provider may require additional time to post the credit.

6. Defective, Damaged, or Incorrect Items

Contact us promptly if an order arrives incomplete, damaged, incorrect, or apparently defective. Do not continue using a Product that appears unsafe. A defect discovered after the return window may be covered by the Surplex Limited Hardware Warranty.

7. International and Mandatory Consumer Rights

This Policy provides a voluntary return option and does not limit non-waivable rights under the law where you live. Consumers in the European Economic Area, United Kingdom, and certain other jurisdictions may have a statutory right to withdraw from an online purchase, generally beginning on delivery, whether or not the Product meets the voluntary use limit above.

Where those rules apply, Surplex will provide the legally required refund, including standard outbound delivery charges where required. You may be responsible for the direct cost of returning the Product if disclosed before purchase, and Surplex may make a lawful deduction for diminished value caused by handling beyond what is necessary to inspect the Product's nature, characteristics, and function.

8. Contact

Email: info@striv.run