At itoro, we do our best to make goods that you can use daily, and that you can also enjoy for a long time. We totally understand that your leather good will be riding with you almost, jumping from your hands to your pocket or bag, again back to your hands and so on and so forth. And it is because we know that our products have to put up with these daily hazards that we only use the best of the best materials available! We encourage you to take special care of your extraordinary itoro goods, to treasure them as you do with your best pair of shoes. As you know using the same pair of shoes everyday will wear them down faster, so do show them some love, remember that they may need a small repair or clean now and then.
On the other hand, we are also part human being, thus we are not entirely perfect. If you are one of those unfortunate ones who received a faulty product with an unintended manufacturing defect, or even if something breaks within an immediate 6 month period after your purchase, please contact us immediately via firstname.lastname@example.org, so we can determine what happened and get back to you with a suitable solution.
We offer warranty repairs on almost all our products. But again, if you are one of the unfortunate who need a small repair in your itoro goods within the 6 month warranty period, please email us at email@example.com.
Please bear in mind that repairs are carried out at our main factory in Hong Kong, which means that once we receive the product back from you, it will take something between 2-4 weeks to repair it depending on the issue. Sometimes, it all comes down to a simple stitching repair which can be done at your local leather repair store.
From time to time, we may regret to get back to you explaining that due to the vast color and leather selection offered under our customizable goods section, we might not have the exact same leather/color available to make the repair, and that we may need to use a slightly different color.
Repairs Outside Warranty
If something breaks outside the 6 month warranty period, don’t panic! We also offer repair services. If you think the repair needs our specialists, please contact us at firstname.lastname@example.org with pictures of the problem and we will send you a quote for the estimated repair and shipping cost. Keep in mind that once we receive the product back, it will take around 4-6 weeks to fully repair it, and that in case the product is over 6 months old, we may have to use a different color/leather/thread/material which may not match your original product 100%. We know that it might be pretty hard to survive without your beloved leather good for a few weeks; sometimes all it needs is just a small simple stitching repair which can be done quickly and easily at a local leather repair shop. If you are wavering about what to do, send us a picture and we will gladly let you know how it can be repaired locally or explain you how to send it on a recreation trip to us.
Our return policy lasts 30 days. Unfortunately, we can’t offer you a refund or exchange if 30 days have already gone by since the time of your purchase. To be eligible for a return, your item must be unused and in the exact same condition you received it, including its original packaging. Under no circumstance will our liability exceed the amount of the original sale and all returned items must have their corresponding RMA (Return Merchandise Authorization) issued by us to warrant returns. Products damage as result of abuse, misuse, improper repairs/maintenance, installation, or alteration/modification will be VOID of our return policy and warranty. This applies to both, our stock and our custom-designed orders. Our liability does not cover lost or stolen packages which have been mailed back to us under warranty or return. In this case, the customer is the shipper and it will be the only one who may file a lost claim to the shipping company that was involved. As such, any interaction regarding the lost claim must involve the customer and the shipping company.
A $5.- restocking fee is charged to all Stock items that are returned and turn not to be due to a manufacturing defect.
A 30% return fee is charged to all custom products which are returned and turn not to be due to a manufacturing defect. Custom orders cancellation, modification or returns: itoro processes customized products 24 hours after the online order was submitted. Therefore, cancellations for full refunds or modifications to customized online orders are only possible within an immediate-24-hours-window. After this time frame, the production line will be assembling the item; from this moment on the product belongs solely to the customer who ordered it (the customer who ordered the product is the sole owner of the case even if it has not been shipped yet), any cancellation or modification request will incur a cancellation fee according to the time that has passed since the order was placed and it will be charged as follows:
first 24hs: free of charge.
1-7 days after purchase: 5% of the product price
8-15 days after purchase : 10% of the product price
15 days onwards after purchase: 20% of the product price
After product has been finished or shipped: 30% of the product price.
Only upon extraordinary circumstances may itoro contemplate a custom case return followed by a card refund; such as material or confection flaws, or product malfunctioning under normal use. In all scenarios customers may be required to submit proving pictures of the faulty product to be analyzed by our itoro Product Department which will approve and process the corresponding RMA.
Additional non-returnable items:
To complete your return, we require receipt or proof of purchase. Please do not send your purchase back to the address from where it was sent. There are certain situations where only partial refunds are granted (if applicable) Products with obvious signs of use, any item that is not in its original condition, which is damaged or missing parts for reasons other than our error, any item that is returned after 30 days of its delivery.
Refunds (if applicable)
Once your return was received and inspected, we will send you an email to notify you that your item is in good hands. We will also send you our approval or rejection of the refund application. If approved, then your refund will be processed, and a credit will automatically be applied to your credit card, or original method of payment, within a certain amount of days.
Late or missing refunds (if applicable)
If you haven’t received your refund yet, please check your bank account again first and then contact your credit card company. It may take a while before the refund is officially posted. Next step, get in touch with your bank. There is often some processing time before a refund is posted. If you went through these steps and you have not received your refund yet, please contact us at email@example.com.
Sale items (if applicable)
Unfortunately sale items cannot be refunded nor returned; only regular priced items are refundable.
Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at firstname.lastname@example.org, we will issue RMA # and send you the instructions to ship it to our Returns Warehouse.
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you. If the item wasn’t marked as a gift when purchased, or the gift-giver had the order shipped to him to give it to you later, we will refund the gift-giver and he or she will find out about your return.
Returns should be mailed to us by instruction.
In the case of a refund, shipping fees will be deducted from the refund sum directly. Shipping fees are not refundable and shall be borne by the purchaser. The time it takes for an exchanged item to reach your address will depend on where you live. Unfortunately, we cannot guarantee that you will receive the returned item but we encourage you to consider a track package shipping service or to pay for shipping insurance if the value of the item exceeds $75.