Refund policy
Last Updated: August 25, 2026
At Itsother, we want customers to have a clear and straightforward shopping experience.
This Return & Refund Policy explains our return window, return eligibility, return method, return shipping responsibilities, refunds, order cancellations, and related procedures for purchases made through https://www.itsother.com/.
1. 30-Day Return Window
Itsother offers a 30-day return policy.
Customers may request a return within 30 days after delivery.
Return requests submitted after the 30-day return period may not be eligible unless otherwise required by applicable law.
2. Return Eligibility
To qualify for a standard return, an item must generally be:
- Unworn and unused
- In the same condition in which it was received
- With original tags attached, where applicable
- In its original packaging, where applicable
- Returned with any accessories or components originally included
- Accompanied by valid order information or proof of purchase
Items that have been worn, washed, altered, damaged after delivery, or returned in a condition that materially differs from the condition in which they were received may not qualify for a standard return.
These conditions do not prevent customers from contacting Itsother regarding items received damaged, defective, or incorrect.
3. How to Request a Return
To request a return, contact us at:
within 30 days after delivery.
Please include:
- Order Number
- Email Address Used at Checkout
- Reason for the Return
- Photos or other relevant information, if the item is damaged, defective, or incorrect
After reviewing your request, Itsother will provide return authorization and return instructions when the return is eligible.
Please do not mail a return before receiving return instructions from Itsother.
Returns sent without sufficient order information or without following the provided return process may experience processing delays or may not be accepted if they do not meet the requirements of this policy.
4. Return Method
Returns are accepted by mail.
The appropriate return address and mailing instructions will be provided as part of the return authorization process.
Because the return destination can depend on the applicable product and fulfillment location, customers should follow the return instructions provided by Itsother rather than mailing products to a warehouse, supplier, or business address without authorization.
For customer-paid returns, we recommend using a trackable shipping service and keeping the tracking information until the return and refund process has been completed.
5. Return Shipping Costs
Return shipping responsibility depends on the reason for the return.
Customer-Requested Returns
For standard returns based on reasons such as:
- Change of mind
- Ordering the wrong size
- Ordering the wrong color
- Style or personal preference
- No longer wanting the item
- Other reasons not caused by Itsother
the customer is responsible for the return shipping cost.
Itsother Responsibility
If an item arrives:
- Damaged
- Defective
- Incorrect
Itsother will cover reasonable return shipping costs or provide a prepaid return shipping label when applicable for an approved claim.
Please contact us before returning the affected item so we can review the issue and provide the appropriate instructions.
6. No Restocking Fee
Itsother does not charge a restocking fee for eligible returns.
7. Damaged, Defective, or Incorrect Items
Please inspect your order after delivery.
If an item arrives damaged, defective, or incorrect, contact us as soon as reasonably possible at hello@itsother.com.
Please provide, when available:
- Order Number
- Description of the Issue
- Clear Photos of the Item
- Photos of Relevant Packaging
- Photos of Shipping Damage, where applicable
After reviewing the issue, Itsother will provide an appropriate resolution based on the circumstances.
This may include:
- Replacement
- Refund
- Return authorization
- Another appropriate resolution
There is no separate 48-hour reporting deadline under this policy for damaged, defective, or incorrect items.
8. Non-Returnable Items
Certain items may be non-returnable when clearly identified as such before purchase.
These may include:
- Items clearly marked Final Sale
- Items clearly marked Non-Returnable
- Certain products that cannot reasonably be returned for hygiene or health-protection reasons, where the restriction is clearly disclosed on the applicable product page before purchase
Products are not automatically non-returnable simply because they are discounted or promotional items unless they were clearly identified as Final Sale or Non-Returnable before purchase.
These exclusions do not apply where an item was received damaged, defective, incorrect, or where return rights are otherwise required by applicable law.
9. Exchanges
Itsother does not guarantee direct exchanges.
If you would like a different size, color, style, or product, the simplest option is generally to return the eligible item according to this policy and place a new order.
For damaged, defective, or incorrect items, please contact us before placing another order so we can review the issue and determine the appropriate replacement or refund option.
10. Return Inspection
After an authorized return is delivered to the designated return location, the item will be reviewed to determine whether it meets the applicable return requirements.
We will notify you after the return has been reviewed.
11. Refunds
If a return is approved after inspection, Itsother will initiate the refund to the original payment method within 3–5 business days after approval.
After Itsother initiates the refund, your bank, credit card company, or payment provider may require additional processing time before the funds appear in your account.
Payment-provider processing times are outside Itsother's direct control.
Refunds will be issued in the transaction currency associated with the original order, subject to the policies of the applicable payment provider.
12. Original Shipping Charges
If a shipping charge was paid on the original order, that charge is generally non-refundable for returns based on customer preference or another reason not caused by Itsother.
If the return results from a damaged, defective, or incorrect item, Itsother will provide an appropriate resolution and cover applicable return shipping costs.
Any refund of paid outbound shipping charges will depend on the circumstances of the return and applicable law.
13. Late or Missing Refunds
If Itsother has confirmed that a refund has been initiated but the funds have not yet appeared:
- Check your bank, credit card, or payment account again.
- Contact your bank, card issuer, or payment provider to confirm its processing timeline.
- Contact us at hello@itsother.com if additional assistance is needed.
Please include your order number when contacting us regarding a refund.
14. Order Cancellations
If you would like to request cancellation of an order, contact us as soon as possible at:
We will make reasonable efforts to assist before an order has entered processing or shipped.
Cancellation cannot be guaranteed once processing or fulfillment has begun.
If an order can no longer be canceled, the customer may request a return after delivery according to this Return & Refund Policy.
If Itsother cancels an order after payment has already been processed, the applicable amount will be refunded to the original payment method.
15. Return Address
Please contact hello@itsother.com before mailing any return.
The appropriate return address will be provided with your return authorization instructions.
Do not send a return directly to a supplier, warehouse, fulfillment facility, or our business/contact address unless that address is specifically provided in your return instructions.
16. Related Store Policies
For additional information, please review our:
- Shipping Policy
- Payment Terms & Billing Policy
- Privacy Policy
- Terms of Service
17. Contact Us
If you have questions regarding returns, refunds, exchanges, damaged items, or an order, please contact us:
Store Name: Itsother
Website: https://www.itsother.com/
Email: hello@itsother.com
Phone: +1 418-476-5408
Business / Contact Address:
Itsother
1195 Rue des Érables
Saint-Félicien, QC G8K 2M8
Canada
Business Type: Independently operated online retail store
Operator Type: Canadian individual seller
Primary Market: United States
Customer Support Hours
Monday – Saturday: 9:00 AM – 5:00 PM ET
Sunday: Closed
We aim to respond to customer inquiries within 1–2 business days.
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