Returns Policy

Refund, Resend and Returns Policy

This refund policy serves as a guide for users working with Iztia.

Please carefully review the following policies.

ALL DISPUTES SHALL BE OPENED ON IZTIA. OTHERWISE, YOUR ACCOUNT WILL BE PERMANENTLY BLOCKED.

Iztia offers a faster dispute resolution and would greatly appreciate it if you provide:

  1. Photos or videos of the damaged item to demonstrate damage. If photos cannot prove product damage, please upload a video.
  2. Screenshots of the email or dispute received, including name, date, and content. In other words, proof that a customer has lodged a complaint (through PayPal Dispute or other Gateway, email, etc.).
  3. Products may need to be returned to Iztia if our Dispute Team requests a return in Disputes.

Except for critical interpretations, Iztia will issue a refund, resend, or accept the return under the following circumstances:

Orders Delayed.

Orders lack tracking information, are in transit, pending, or expired 60 days after departing from Iztia's warehouse. The timeframes for certain countries and shipping methods may vary:

  1. For orders shipped to the USA, it will be considered 45 days after departing from Iztia's warehouse.
  2. For Brazil, it is after 110 days from the date of departure due to strict customs clearance.
  3. For some special shipping methods, Iztia cannot handle disputes. (See the following important interpretation)

Notes:

Sometimes, orders arrive at the nearest post office to the buyer but remain pending due to insufficient address, package unclaimed, or other reasons. Clients are advised to contact the local post office for delivery.

Due to factors such as national realities and logistics operations in certain regions, packages may be delivered to self-pick-up cabinets, causing delays. Clients are encouraged to contact the local post office for delivery.

In some cases, local tracking numbers may show delivery, but the customer claims non-receipt. Iztia will make efforts to verify the situation, but results are not guaranteed and may take 1-2 months.

 

Orders not Received.

Iztia will not handle refunds or resends if tracking information shows delivery.

  1. A non-delivery certification issued by the local post office with an official seal is required if clients do not receive the package.
  2. Tracking information alerts indicate various reasons for non-delivery.

Notes:

  1. If unclaimed during delivery attempts, the package will be returned to the local post office for storage. Clients need to pick up the package themselves to avoid return to the sender. Iztia is not responsible for lost products during return.
  2. Iztia cannot offer refunds or resends if undelivered orders are not processed or if packages are destroyed by logistics companies.

 

Products Damaged.

Iztia offers a full refund or replacement for badly damaged packages.

For partially damaged packages (excluding minor issues like thread, slight wrinkles, or small scratches), Iztia offers a partial refund or replacement.

Notes:

  1. Refunds are recommended for fragile products.
  2. For damaged packing boxes, Iztia cannot offer refunds due to long-distance international delivery.
  3. Clients must report issues or disputes within 30 days of package delivery for ordinary and electronic products.
  4. For service products, Iztia will refund the product cost if quality inspection service is provided. Otherwise, Iztia is not responsible. (See the following important interpretation > Service products)

 

 

Incorrect or Missing Products.

Iztia follows strict quality control processes before dispatching products.

  1. For incorrect products, Iztia offers a full refund or replacement.
  2. For products with minor issues like wrong color or size (not affecting function), Iztia offers a refund or resend with evidence provided.
  3. For missing parts affecting product function, Iztia will resend the product.
  4. For accessories, Iztia will resend them.

Notes:

For size issues, providing accurate measurements and photos is appreciated for quick dispute resolution.

 

Orders Cancellation.

Iztia offers a full refund before products are processed by warehouses.

  1. Certain orders like POD orders, preorder inventory orders, video, and photo orders cannot be canceled after payment.

 

Important Interpretation

Deadline for Opening Disputes.

Disputes cannot be opened if the order status is closed. Disputes cannot be resolved if third-party tracking information is untraceable.

Force Majeure.

Iztia is not responsible for product damage or shipping delays caused by natural disasters or unforeseen circumstances, including epidemics, strikes, wars, and customs inspections.

Shipping Method Limits.

Certain shipping methods may not be trackable in some regions. Iztia lists these methods and will not accept disputes when chosen for specific countries.

Notes:

Certain shipping methods may incur additional charges for remote addresses.

 

Return.

Products can only be returned to Iztia's China warehouses. However, due to high international shipping costs and potential loss or damage, returning products to warehouses is not recommended.

  1. If returning products is necessary, clients must follow specific steps provided by Iztia.
  2. Products must be returned within 30 days of receipt.

 

Service Products.

Interpretation applies to service products as follows.

  1. Disputes arising from product damage or shipping delays may not be eligible for refunds.
  2. Disputes regarding quality issues may not be accepted as the supplier is not Iztia.
  3. Without Iztia's quality checking inspection, disputes may not be accepted.

 

Unacceptable Disputes.

Iztia does not accept unreasonable disputes, including issues like product dislike, inaccurate descriptions, unusual smells, wrong orders, incorrect addresses, or issues negotiated in advance.