Returns & Refunds Policy
We want you to love every ITSAY purchase. If you’re not completely satisfied, here’s our straightforward process to make it right.
1. Return Eligibility
What Can Be Returned?
✅ Unwanted Items:
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Within 30 days of delivery
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Condition: Unused, in original packaging with all tags/accessories
✅ Faulty/Damaged Items:
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Report within 48 hours of delivery (photos required)
Non-Returnable Items:
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Custom/personalized products
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Used or damaged items (not as received)
2. How to Return an Item
Get Authorization
Contact our team within 30 days:
📞 Phone: +44 333 577 0049
📧 Email: support@itsay.co.uk
Refund Processing
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Timeline: 3-5 business days after we receive your return
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Bank Processing: Allow 5-10 business days total for funds to appear
3. Refund Details
| Return Type | Refund Includes | Shipping Costs |
|---|---|---|
| Unwanted Item | Product cost only | Customer’s responsibility |
| Faulty/Wrong Item | Product + return shipping | Free return label provided |
Note: Original shipping fees are non-refundable unless we made an error.
4. Important Policies
Exchanges
We currently do not offer direct exchanges. Please return the item and place a new order.
Late/Missing Refunds
If your refund hasn’t appeared after 10 business days:
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Check with your bank first
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Contact us at support@itsay.co.uk
International Returns
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Customer covers return shipping (unless faulty)
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Refunds processed in GBP (conversion fees may apply)
5. FAQs
Q: Can I return a gift?
A: Yes! Include the gift receipt for a refund to the original payment method.
Q: What if my return is lost in transit?
A: Use a tracked shipping method. We’re not responsible for unreceived returns.
Q: Do you offer free returns?
A: Only for faulty/damaged items (we’ll email you a prepaid label).
Need Help?
Our customer service team is here Monday-Friday, 9AM-5PM GMT:
📞 +44 333 577 0049
📧 support@itsay.co.uk
Thank you for trusting ITSAY UK. We appreciate your business!
