Refund policy

Last Updated: May 13, 2026

At Itsother, we are committed to providing our customers with high-quality products and a seamless shopping experience. Our policy is designed to comply with Canadian consumer protection laws and the Quebec Consumer Protection Act, ensuring your rights are respected.

1. 30-Day Return Window

We offer a 30-day return period. You have 30 days after receiving your item to request a return.

  • Change of Mind: To be eligible for a return due to change of mind, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging.

  • Proof of Purchase: A receipt or proof of purchase is required to process your return.

2. Legal Warranty of Quality (Quebec Residents)

In accordance with the Quebec Consumer Protection Act, all goods sold by Itsother are subject to a legal warranty. This means the products must be:

  • Fit for the purposes for which goods of that kind are ordinarily used.

  • Durable in normal use for a reasonable length of time, having regard to their price and the terms of the contract. If a product does not meet these standards, you are entitled to a repair, replacement, or refund at no cost to you.

3. Return Shipping & Costs

  • Standard Returns: For change-of-mind returns, the customer is responsible for the shipping costs to our facility in Saint-Félicien.

  • Defective or Incorrect Items: If the item is defective, damaged, or incorrect upon arrival, Itsother will cover all return shipping costs. Please contact us immediately to receive a prepaid shipping label.

  • Tracking: We recommend using a trackable shipping service (such as Canada Post, UPS, or FedEx) for all returns. We cannot guarantee that we will receive your returned item.

4. How to Initiate a Return

To start a return, please follow these steps:

  1. Contact our support team at hello@itsother.com with your order number.

  2. If your return is accepted, we will send you instructions on how and where to send your package.

Return Address:

  • Recipient: Itsother Returns

  • Address: 1195 Rue des Érables, Saint-Félicien, QC G8K 2M8, Canada

  • Phone: +1-6258132748

5. Refund Process

  • Inspection: Once we receive and inspect your return, we will notify you of the approval or rejection of your refund.

  • Approval: If approved, your refund will be automatically processed back to your original payment method within 3–5 business days.

  • Banking Delays: Please note that it may take additional time for your bank or credit card company to post the refund to your account.

6. Non-Returnable Items

For health and safety reasons, certain types of items cannot be returned, such as:

  • Personal care goods or intimate apparel.

  • Customized or personalized products.

  • Items marked as "Final Sale" (except in cases of legal warranty defects).

  • Gift Cards: All digital gift cards are non-refundable.

7. Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Contact Information

For any questions regarding our return policy or your consumer rights, please contact us:

  • Brand Name: Itsother

  • Email: hello@itsother.com

  • Phone: +1-6258132748

  • Business Address: 1195 Rue des Érables, Saint-Félicien, QC G8K 2M8, Canada

  • Support Hours: Monday – Friday, 9:00 AM – 5:00 PM (EST)