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ITZCULTURE

Returns Policy

Effective: January 1, 2026 | Last revised: July 2026

Overview

ITZCULTURE is committed to ensuring you are satisfied with your purchase. Since we are a marketplace connecting independent sellers with buyers, return policies are handled by individual sellers — however, all sellers must comply with our minimum return standards outlined below.

Standard Return Window

All sellers on the Platform must accept returns within 30 days of delivery for items that meet the following conditions:

  • Item is unused, unworn, unwashed, and unaltered
  • Item is in original packaging with all tags and labels attached
  • Item is not damaged by the buyer
  • Item is not a non-returnable category (see below)

Some sellers offer extended return windows beyond 30 days — check the individual product listing or seller's shop policy for details.

How to Initiate a Return

  • Step 1: Go to "Order History" in your account and locate the order
  • Step 2: Click "Request Return" next to the item you wish to return
  • Step 3: Select a reason for the return and provide any relevant details or photos
  • Step 4: The Seller has 48 hours to approve the return and provide a return shipping label or instructions
  • Step 5: Ship the item back within 7 days of receiving return approval
  • Step 6: Once the Seller receives and inspects the item, your refund is processed within 5-7 business days

Return Shipping Costs

  • Seller pays return shipping if: The item is defective, damaged in transit, the wrong item was sent, or the item is significantly not as described in the listing
  • Buyer pays return shipping if: Returning for personal reasons (changed mind, ordered wrong size, no longer wanted, found a better price elsewhere)

Sellers who accept fault for the return must provide a prepaid return shipping label. If the seller does not provide a label within 48 hours, contact our support team.

Condition of Returned Items

Returned items must be in the same condition as when received. Sellers may refuse returns or issue partial refunds if:

  • Items show signs of use, wear, or washing
  • Tags, labels, or original packaging are removed or missing
  • Items have been altered, tailored, or customized after receipt
  • Items are returned with missing components or accessories

Non-Returnable Items

The following categories are generally non-returnable unless the item is defective or not as described:

  • Custom or personalized items (made-to-order, engraved, monogrammed)
  • Intimate apparel, underwear, and swimwear (for hygiene reasons)
  • Perishable goods (food, flowers, live plants)
  • Digital downloads and gift cards
  • Items explicitly marked "Final Sale" or "As-Is" in the listing
  • Hazardous materials and flammable goods
  • Health and personal care items that have been opened

Exchanges

Exchanges are handled at the seller's discretion. To request an exchange:

  • Initiate a return as described above and note that you'd like an exchange
  • If the seller agrees, they will provide instructions for the exchange
  • If the seller does not offer exchanges, you may return for a refund and place a new order

Refund Timeline

  • Refund initiated: Within 5 business days of seller receiving the returned item
  • Credit card refunds: 5-10 business days to appear on your statement (depends on your bank)
  • Debit card refunds: 5-10 business days
  • Digital wallet refunds (Apple Pay, Google Pay): 3-5 business days
  • Klarna/Afterpay: Refund applied to your installment plan within 5-7 business days

Refunds are always issued to the original payment method used at checkout. We cannot redirect refunds to a different payment method.

Damaged or Defective Items

If you receive an item that is damaged in shipping or has a manufacturing defect:

  • Report the issue within 7 days of delivery for fastest resolution
  • Include photos of the damage or defect in your return request
  • The seller must provide a prepaid return label at no cost to you
  • In some cases, the seller may issue a refund without requiring the item to be returned

Disputes

If a seller refuses a return that you believe should be accepted under this policy, you may escalate the matter through our Dispute Resolution process. Our team will review the case and issue a binding decision within 7 business days.

Get in Touch

For questions about returns:

ITZCULTURE, Inc.
Email: support@itzculture.com