রিটার্ন পলিসি
RETURN AND CANCELLATION POLICY
Last Updated: 25 August 2026
At IT'S YOUR SHOP, product quality and customer satisfaction are important to us. We check eligible products before dispatch whenever reasonably possible. However, if you receive an incorrect, damaged or genuinely defective product, we are committed to providing appropriate support under the following policy.
1. WHEN A RETURN OR EXCHANGE IS ACCEPTED
A return or exchange request may be accepted when:
• You received the wrong product.
• The product was delivered with a genuine functional defect.
• The product was physically damaged before or during delivery.
• An essential item or component included in the confirmed order is missing.
• The delivered product materially differs from the confirmed order or product description.
Please report eligible issues as soon as possible and preferably within 48 hours of receiving the parcel so that we can investigate quickly. Any longer product-specific warranty stated on the product page or warranty documentation remains subject to its own terms.
2. CHANGE OF MIND / PERSONAL PREFERENCE
We do not accept returns solely because:
• You changed your mind after receiving the product.
• You no longer like or want the product.
• You used the product and later decided you prefer another model, colour or design.
• You ordered the wrong item despite receiving the product you ordered.
Where feasible, IT'S YOUR SHOP may allow an exchange for another product at its discretion if the original item remains unused, undamaged, complete and in resalable condition. Any price difference and applicable delivery charges will be borne by the customer.
3. PRODUCTS DAMAGED AFTER DELIVERY
Return, replacement or refund will not be available for damage caused by the customer after receiving the product, including:
• Broken or cracked products caused by impact or dropping
• Scratches, dents or other customer-caused physical damage
• Water or liquid damage where the product is not specifically designed and covered for such exposure
• Burn damage
• Damage caused by incorrect voltage, charger, power source or improper use
• Unauthorized repair, modification, opening or tampering
• Damage caused by negligence or failure to follow reasonable usage instructions
Normal wear and tear from use is also not considered a manufacturing defect.
4. CONDITION OF RETURNED PRODUCTS
For an approved return or exchange, the customer should return the product with the available original packaging, accessories, manuals, warranty materials and other included items where reasonably possible.
The returned product will be inspected before a replacement, exchange or refund is approved.
5. UNBOXING & EVIDENCE
Customers are strongly encouraged to record a clear, continuous unboxing video beginning before the parcel is opened and continuing until the product and included items are visible and initially checked.
For claims involving a wrong item, missing item or visible physical damage, we may request the unboxing video, photographs and other reasonable evidence to help verify the issue.
A claim will be assessed based on the available evidence and circumstances.
6. EXCHANGE
For an approved defective-product claim, our preferred resolution is repair or replacement where appropriate and reasonably available.
If the same product is unavailable, the customer may be offered another product of equivalent value or may choose a higher-priced product by paying the difference.
7. REFUNDS
A refund may be provided when an eligible product has a verified defect or other qualifying issue and a suitable repair, replacement or exchange cannot reasonably be provided.
Refunds are not available solely for change of mind, personal preference or customer-caused damage.
Approved refunds will be processed through an appropriate available payment method after verification and receipt of the returned product where required.
8. DELIVERY CHARGES FOR RETURNS
If a return is approved because IT'S YOUR SHOP supplied an incorrect product or because of a verified qualifying defect attributable to the supplied product, IT'S YOUR SHOP will handle the applicable return-delivery arrangement according to the circumstances.
For discretionary exchanges requested by the customer where there is no product defect or seller error, applicable delivery charges will be borne by the customer.
9. ORDER CANCELLATION
Customers should request cancellation before the order has been handed over to the courier.
Once an order has been dispatched, cancellation may no longer be possible through the normal cancellation process.
If a confirmed order is dispatched and the customer refuses or fails to receive it without a valid reason attributable to the product/order, the applicable delivery charge may still be payable.
10. HOW TO REQUEST SUPPORT
To request a return, exchange or other product support, contact IT'S YOUR SHOP through our official customer support channel and provide:
• Order number or order information
• Customer name and phone number
• Description of the problem
• Photos/video or other reasonable evidence where applicable
Our team will review the request and provide the next steps.
IT'S YOUR SHOP reserves the right to reject fraudulent, misleading or unsupported claims, subject to applicable consumer law.