Refund policy
We have a 7-day return policy, which means you have 7 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Exchange & Return Policy
In-Store Orders
Regular priced items in original, unused & mint condition with applicable tags and all packaging materials are eligible for store credit or exchange within 7 days of purchase.
All undergarments, socks, print and sale items are considered Final Sale.
Online Orders
Refunds & exchanges must be arranged no later than 7 days from date of delivery. Upon shipment delivery, please notify ITSUMO by email or telephone immediately of any issue(s) that may require product return, replacement or exchange. We will attempt to correct the problem as best and as quickly as we can.
All exchanged or returned products must first be approved by ITSUMO.
No exchanges, returns or refunds will be accepted without an ITSUMO issued RMA#.
In the unfortunate event of product damage during transit, or in the event of defective merchandise, ITSUMO will remedy the circumstance by issuing replacement merchandise at no cost to the buyer. Damage to merchandise must be claimed within 24 hours of receiving your shipment. Please take a photo of the original damaged box so that we can contact our shipping partners to initiate insurance coverage if applicable. If product replacement is not available due to low inventory, a refund will be arranged.
Products refunded or exchanged at the customers own discretion can be arranged. The customer will be responsible for all return shipping costs plus any duties and/or taxes that may be incurred upon return shipping.
Return shipping costs, duties, taxes and all related fees are non-refundable and will be subtracted from the order refund.
Refunds will be processed after all products have been returned in original, unused & mint condition with applicable tags and all packaging materials intact.
Merchandise damaged on return delivery will be the responsibility of the purchaser.
All undergarments, socks, print and sale items are considered Final Sale.
Please contact info@itsumo.ca to initiate a return and obtain an RMA# before shipping any product to ITSUMO.
Please note that returns will need to be sent to the following address:
ITSUMO
Attention: RMA# XXXX
269 East 6th Avenue, Vancouver, British Columbia
V5T 1J7
Canada
Phone: 604-423-3679
If your return is accepted, we’ll send you an RMA#, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return and receiving an RMA# will not be accepted.
You can always contact us for any question at info@itsumo.ca.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned. Please get in touch if you have questions or concerns about your specific item. Unfortunately, we cannot accept returns on sale items or gift cards.
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.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.