Refund & Cancellation Policy

CHANGES/CANCELLATIONS

ONCE AN ORDER HAS BEEN PLACED ON OUR WEBSITE WE ARE UNABLE TO MODIFY OR CANCEL THE ORDER FOR ANY REASON. 
PLEASE REFER TO OUR EXCHANGE POLICY AND RETURN YOUR PURCHASE ONCE YOU HAVE RECEIVED YOUR ORDER IF YOU WISH TO EXCHANGE AN ITEM.
 
PLEASE NOTE THAT WE DO NOT HAVE A RETURN POLICY. WE HAVE A 14 DAYS EXCHANGE POLICY. 

IN THE FOLLOWING SCENARIOS IT IS POSSIBLE TO EXCHANGE THE PRODUCT:

MANUFACTURING FAULT: WHILST WE MAINTAIN THE STRICTEST QUALITY CONTROL AT ITOH, IF THERE IS A PRODUCT DEFECT FOR WHICH WE ARE RESPONSIBLE THEN WE CAN TAKE THE ITEM BACK AND PROVIDE YOU WITH A NEW ONE WITHIN TWO WEEKS' TIME. ONCE YOUR RETURN IS RECEIVED, WE WILL SEND YOU AN EMAIL TO NOTIFY THAT WE HAVE RECEIVED YOUR RETURNED ITEM. AFTER RUNNING A QUALITY CHECK OF THE RETURNED ITEMS AND ON APPROVAL OF ANY MANUFACTURING DEFECT FOR WHICH WE ARE RESPONSIBLE WE WILL RE-MAKE THE ITEM YOU PURCHASED.
 
INCORRECT SIZE: WE CAN EXCHANGE ITEMS IF THE GARMENT RECEIVED IS OF AN INCORRECT SIZE AND DOESN'T FIT YOU AS PER YOUR REQUIREMENT. IF YOU NEED AN EXCHANGE (OR ALTERATIONS) FOR A DIFFERENT SIZE BECAUSE OF SIZING ISSUES, SEND US AN EMAIL AT ENQUIRIES@ITOH.IN. DEPENDING ON YOUR LOCATION AND THE NATURE OF THE ALTERATION REQUIRED, THE TIME TAKEN FOR YOUR EXCHANGED PRODUCT TO REACH YOU MAY VARY.
WE RESERVE THE RIGHT TO REFUSE EXCHANGE THAT ARE SHIPPED AFTER 14 DAYS GRACE PERIOD EXPIRED OR ITEM ARE NOT IN THE SAME CONDITION AS YOU RECEIVED THEM.
PLEASE NOTE THAT WE ARE UNABLE TO ACCEPT EXCHANGES FOR ITEMS PURCHASED AT OTHER RETAIL LOCATIONS OR OTHER WEBSITES. WE ARE UNABLE TO ACCOMMODATE MERCHANDISE EXCHANGES.
ALL TAGS MUST BE FULLY ATTACHED TO RETURN/EXCHANGE ITEMS. ALL ITEMS SHOULD BE RETURNED IN THEIR ORIGINAL, UNDAMAGED PACKAGING. WE DO NOT ACCEPT RETURNS ON ITEM THAT HAVE BEEN WORN, ALTERED, WASHED OR DAMAGED IN ANY WAY. END OF SEASON SALE ITEMS OR FINAL SALE ARE NOT ELIGIBLE FOR RETURN OR EXCHANGE.
THE SHIPPER MUST MAKE CLAIMS FOR PACKAGES LOST OR DAMAGED IN TRANSIT.
ITOH IS NOT RESPONSIBLE FOR DELAYS IN SHIPPING OR DELIVERY DUE TO FORCES OUTSIDE OF OUR CONTROL SUCH AS WEATHER. ITOH DOES NOT ASSUME RESPONSIBILITY FOR REIMBURSEMENT OR COMPENSATION IN THE EVENT IF RETURN PACKAGE IS LOST, STOLEN OR MISHANDLED. WE RESERVE THE RIGHT TO REFUSE EXCHANGE OF ANY MERCHANDISE THAT DOES NOT MEET ABOVE RETURN/EXCHANGE REQUIREMENTS AT ITOH'S SOLE DISCRETION.

RETURNING ITEMS BY POST OR COURIER.

IF YOU RETURN YOUR ITEM(S) BY POST OR COURIER, PLEASE EMAIL US AT ENQUIRIES@ITOH.IN WITH YOUR NAME, ADDRESS, ORDER NUMBER AND REASON FOR RETURNING THE ITEM(S).
ENSURE YOUR ITEMS ARE SECURELY WRAPPED AND DON'T GET DAMAGED IN TRANSIT. ITOH CANNOT BE HELD RESPONSIBLE FOR ANY ITEMS LOST IN THE POST. IT IS ADVISABLE THAT YOU SEND ANY ITEM FOR RETURN TO US BY REGISTERED AND SIGNED-FOR COURIER. PLEASE KEEP ALL TRACKING DETAILS OF THE PARCEL UNTIL WE CONFIRM RECEIPT OF IT.
ALL ITEMS ARE EXCHANGEABLE FOR STORE CREDIT ONLY. ONCE WE RECEIVE THE ITEM, YOU WILL BE GIVEN A STORE CREDIT OF THE SAME PRICE AS THE RETURNED GARMENT. STORE CREDITS ARE VALID FOR ONE YEAR FROM THE DATE THEY WERE ISSUED.
TO RETURN AN ITEM, PLEASE EMAIL ENQUIRIES@ITOH.IN AND INCLUDE:
      
  1. YOUR ORDER NUMBER, RECEIPT, AND/OR PROOF OF PURCHASE.
  2. NAME ON THE ORDER.
  3. EMAIL ADDRESS ON THE ORDER.
  4. YOUR REQUEST.
  5. PLEASE ALLOW 1-2 DAYS FOR YOUR REQUEST TO BE PROCESSED, AND AWAIT RETURN INSTRUCTIONS FROM OUR CARE TEAM BEFORE PROCEEDING. PLEASE NOTE, THE CUSTOMER IS RESPONSIBLE FOR SHIPPING THE ITEM BACK TO OUR OFFICE FOR INTERNATIONAL RETURNS, AND WILL INCUR THE SHIPPING COST.
  6. INTERNATIONAL CUSTOMS & DUTIES
  7. ALL INTERNATIONAL TAXES, CUSTOMS AND IMPORT DUTIES WILL BE BILLED TO THE RECIPIENT BY THE COURIER WHEN THE PARCEL REACHES ITS DESTINATION COUNTRY. THESE CHARGES MUST BE PAID BY THE RECIPIENT. WE DO NOT TAKE RESPONSIBILITY FOR THESE COSTS AND DO NOT OFFER COMPENSATION TO COVER ANY OF THESE CHARGES. IF A RECIPIENT REFUSES TO PAY THE TAXES, CUSTOMS OR IMPORT DUTIES, THE PARCEL WILL BE ABANDONED AND WILL NOT BE ELIGIBLE FOR STORE CREDIT OR REFUND.