Exchanges, Returns & Refund Policy

At Itoko, we are committed to providing high-quality products and ensuring your satisfaction. Due to the nature of our products, we have a strict returns and refunds policy in place to protect the hygiene and safety of all our customers. Please note that in purchasing from our online store, you accept these terms.

 

1. Refunds for Faulty Items Only

We understand that issues may arise from time to time. If you receive an item that is faulty, we offer refunds or exchanges in line with the following conditions:

- The item must be returned within 30 days of purchase.

- Please upload a clear photo of the faulty item when submitting your return request via our Returns Portal.

- Upon approval, we will process your refund, offer store credit, or exchange the item (subject to stock availability).

We reserve the right to deny a refund request if the item does not meet our criteria for a faulty product.

 

2. No Exchanges for Change of Mind

Due to strict hygiene standards, we do not offer exchanges for change of mind or for any reason other than a fault in the product.

 

3. Return Conditions

For any faulty items being returned, the following conditions must be met:

- The item must be unworn, unwashed, and in original condition.

- The item must be returned with all original packaging and tags.

Returns that do not meet these conditions will not be accepted.

 

4. How to Request a Return

If your item is faulty and meets the above conditions, you can start your return by visiting our Returns Portal. Here’s how it works:

1. Enter your order details – Provide your order number and the email address used to make the purchase.

2. Upload photos (if applicable) – If you're requesting a refund for a faulty item, please upload a clear photo of the issue via the Returns Portal.

3. Ship your item back – Once your return is approved, we will send you a prepaid return label to ship the faulty item back to us.

5. Processing Time

Once we receive your returned item, our team will inspect it and notify you of the approval or rejection of your refund. If approved, your refund or store credit will be processed within 7 business days. Please note that refunds can only be issued to the original payment method.

 

6. Non-Refundable Items

The following items cannot be returned or refunded, except where required by law:

- Items that have been worn, washed, or are not in original condition.

- Items without their original packaging or with removed tags.

- Change-of-mind returns.

 

Need Assistance?

If you have any questions or need help with your return, feel free to reach out to our support team at hello@itoko.com.au or contact us via our Contact Page.