ITSKATZU Returns and Refunds Policy

We want your ITSKATZU order to arrive as described and ready for its next adventure. If something has gone wrong, please contact ITSKATZU so we can review the order and help you understand the next step. This policy explains how to report an issue, arrange an authorized return and receive a refund when one is due.

This policy applies to purchases made directly from itskatzu.com. Your purchase is with ITSKATZU. Although we use a production partner to manufacture and fulfill products, you should contact us first about your order. Our arrangements with that partner do not reduce your rights against us.

1. Contact us before sending an item

Use the customer service contact details provided with your order confirmation. Include your order number, the item concerned and a brief explanation of the problem. Please keep a copy of your message and any response. Never include your full card number, security code or account password.

Please do not send an item to a manufacturer, a business address or the address printed on a parcel without receiving return instructions from us. If a physical return is needed, we will confirm the authorized destination, any reference number and the required shipping method in writing. The destination may be a production partner’s facility outside your country. We will identify it before you send the parcel.

2. Faulty, damaged, incorrect or missing items

Inspect your order when it arrives and let us know promptly if an item is damaged, has a manufacturing defect, differs materially from its description, or is not the item you ordered. For a missing item or an order that has not arrived, contact us with your order number so we can investigate.

Where practical, provide a photograph of the whole item, a close-up of the concern and photographs of the packaging or shipping label if they help explain what happened. Keep the item and relevant packaging while we investigate. Photographs help us resolve many cases without requiring a return. If taking photographs is not practical, let us know and we will discuss another way to assess the issue.

We will review the information and explain the available remedy. Depending on the circumstances and your legal rights, this may be a repair, replacement, refund or another remedy permitted by law. We will not require you to accept a replacement or store credit when you are legally entitled to a refund. Please stop using an item if continued use could worsen the damage or create a safety concern.

Prompt reporting helps preserve evidence, but a request to report an issue promptly does not shorten any mandatory legal claim period. A fault discovered after initial inspection may still qualify for a remedy. Sale items have the same mandatory rights concerning faults and misdescription as full-price items.

3. Made-to-order and personalized products

Some products are manufactured after an order is placed. Please review the product description, size information, materials and selected options carefully before ordering. Manufacturing to order does not, by itself, mean an item is legally personalized or that all cancellation rights are excluded.

Where a product is genuinely made to your individual specifications or clearly personalized, applicable law may provide an exception to a change-of-mind cancellation right. Any applicable exception must be identified before purchase. Such an exception does not remove rights relating to faulty, damaged, incorrect or misdescribed goods.

4. Wrong size, change of mind and exchanges

If you selected the wrong size or no longer want an item, contact us to discuss your request before posting it. Any mandatory cancellation or return rights remain available. We will explain whether the request qualifies, whether a return is required, and any lawful conditions or shipping charges before you proceed.

A size change is different from receiving a size other than the one ordered or receiving a product that does not match its published description. Please explain which situation applies so we can handle the request correctly. Do not assume an exchange has been approved until we confirm the arrangement in writing.

5. Preparing and shipping an authorized return

Follow the instructions we provide for the specific return. Pack the item securely, include the order or return reference and keep your shipping receipt. If you are returning multiple items, identify each item and the reason for its return. For an international return, use the customs description and documentation we provide; do not invent a customs value or classification.

Use the agreed tracked shipping method and retain proof of dispatch and delivery. If there is a problem with the return parcel, contact us with those records. We assess responsibility for return transit in accordance with applicable law; this policy does not transfer risks to you that the law requires us to bear.

For a confirmed defect, incorrect item or other problem for which we are responsible, we will arrange a suitable return method or reimburse reasonable necessary return postage as required by law. Contact us before purchasing an unusually expensive shipping service. If we ask you to pay postage initially, keep the receipt so the amount can be reviewed and reimbursed when due.

For other eligible returns, we will explain who pays return postage before the return is arranged. We will not silently deduct shipping costs or a restocking charge from a refund. Any proposed deduction must be lawful, explained and supported by the circumstances of the return.

6. Refund timing

When a refund is due and a physical return is required, we will issue the refund within 30 calendar days after the authorized returned item is received by us or the return facility we designate. We will act sooner whenever applicable law requires a shorter deadline. Inspection or an internal supplier investigation will not extend a mandatory deadline.

If no physical return is required, we will confirm the applicable refund timing when resolving the claim and comply with any mandatory deadline. Your entitlement to a refund is not conditional on our production partner first reimbursing us.

We will notify you when a refund has been issued. Issuing a refund is different from the date your bank or payment provider displays the credit. Posting time can vary by payment method and provider. If a credit has not appeared after the processing period indicated by your provider, contact us with the order number so we can check the refund record.

7. Refund method and amount

Refunds normally go to the original payment method. If that method is no longer available, contact us; we will work with the payment provider on an appropriate permitted solution rather than requesting sensitive card information by email.

The refund amount depends on the item, the reason for the return and applicable law. Where the law requires reimbursement of original standard delivery charges, taxes or reasonable return costs, we will include them. A partial return may be treated differently from cancellation of an entire order. Any lawful reduction will be explained; we will not apply a blanket exclusion to all delivery charges or all discounted purchases.

8. Cancelling before dispatch

Contact us as soon as possible if you want to cancel or change an order. Production may begin quickly, so we cannot promise that every request can be stopped before manufacturing. We will check the order’s status and explain the available options. Any cancellation fee or deduction must be lawful and disclosed; a supplier’s internal cancellation charge does not automatically become a charge payable by you.

9. Your legal rights

Nothing in this policy excludes or limits mandatory consumer rights, including rights concerning product quality, description, delivery, cancellation and refunds. Where those rights provide a different remedy or a shorter refund deadline, they take precedence. We will consider the circumstances of your purchase and the laws that apply rather than treating every made-to-order purchase as non-returnable.