OUR RETURNS POLICY

While we’re sure you’ll love what you’ve ordered, we understand that sometimes you might have second thoughts. To make a return for a refund or exchange, please follow the instructions set out below.

You have 7 days to contact us and 30 days to return it from the date it was received. If this item is in your possession more than 7 days, it is considered used and WE WILL NOT ISSUE YOU A REFUND OR REPLACEMENT. Our returns policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange. To complete your return, we require a receipt or proof of purchase, which will have been emailed to you when you purchased the item. 

PLEASE NOTE: No refund policy on free items.

Any items returned to us must be unused and in their original condition and packaging – if they’re not, we may be unable to accept them.

Some Exclusions Apply

Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.

Additional non-returnable items:
Gift cards
Downloadable software products
Some health and personal care items
Customized Products
Cosmetics
Earrings
Swimwear

Please do not send your purchase back to the manufacturer.

There are certain situations where only partial refunds are granted (if applicable)
Book with obvious signs of use
CD, DVD, VHS tape, software, video game, cassette tape, or vinyl record that has been opened
Any item not in its original condition, is damaged or missing parts for reasons not due to our error
Any item that is returned more than 30 days after delivery

Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact our Customer Support team.
Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, contact our Customer Support team  and we will send you a Returns Label which you will need to put on your package. Please see the Shipping section below for further information.

Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.

Returning Your Item(s)
To return your item(s), please contact our Customer Support team  and we will send you a Returns Label to put on your package. You will be responsible for paying for your own shipping costs for returning your item.

Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will not be refunded.

Where a product exchange has been requested, depending on where you live, the time it may take for your exchanged product to reach you, may vary. 

If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

WHAT IF THE ITEM(S) I RECEIVED ARE DEFECTIVE/INCORRECT/DAMAGED?

If you received a faulty item, or the wrong product or are simply not satisfied with your order, then please contact our Customer Support team to start the returns process. Please include the following information:

  • Order number
  • Proof of purchase
  • Video or photo of the faulty product (if applicable)
  • Complete delivery address
  • Contact telephone number

In some cases, you may be required to include a video or photo of the defective product for proof in order to refund or replace the product.

HOW LONG IS THE REFUND PROCESS?

Processing returns may take up to 14 business days from the day we receive your returned items. We will email you to confirm once your return has been processed.

For returned items, a full refund will be credited for items deemed to be defective. For non-defective items, refund excludes all shipping and handling fees. 

WHEN WILL I RECEIVE MY REFUND?

All refunds will be credited to your original form of payment. If you paid by credit or debit card, refunds will be sent to the card-issuing bank within 14 business days of receipt of the returned item or cancellation request. Please contact the card-issuing bank with questions about when the credit will be posted to your account.

HOW DO I CHANGE OR CANCEL MY ORDER?

Please contact us as soon as possible if you need to modify or cancel your order. Make sure to provide your order number and the modification you would like to make and we’ll confirm once the modification has been made. Please note that any orders that have already been packed or shipped cannot be modified or cancelled.

To check the status of your order, please Login to your Igotit.online account or contact our Customer Support team.