Returns & Exchanges

Thank you for choosing iturena.shop. We are committed to providing our US customers with a high-quality, reliable shopping experience. If you have any issues with your order, please read our return and exchange policy below and contact us following the instructions.

This policy applies to orders placed within the US through our website.

①. Return and Exchange Deadline
Customers may submit a return or exchange request within 30 days of receiving their order.

All return and exchange requests must be submitted within the specified period; requests submitted after the deadline may not be processed.

②. Return and Exchange Request Conditions
Orders meeting the following conditions are eligible for return and exchange:
The received product has a quality issue;
The received product does not match the order information;
The product was damaged during shipping;
Incorrect order contents were received.

When requesting a return or exchange, customers may need to provide:
Order number;
Purchase information;
Product photos or relevant proof;
Description of the problem.

We will review your request upon receipt and provide a solution based on the specific circumstances.

③. Product Return Requirements

To ensure smooth return and exchange processing, returned products must meet the following conditions:

• The product remains in its original condition;
• It has not been visibly used, damaged, or modified;
• It includes the original packaging and related accessories;
• It is accompanied by order information.

Products that do not meet the return requirements may not be accepted for return.

④. Situations Where Returns and Exchanges Are Not Accepted

The following situations generally do not apply to returns and exchanges:

• Beyond the return/exchange application period;
• Damage caused by improper customer use;
• Man-made damage or alteration of the product;
• Missing necessary product information or order proof;
• Special circumstances not due to quality issues.

If laws and regulations stipulate otherwise, the relevant legal requirements shall prevail.

⑤. Exchange Policy
If the product received by the customer has quality problems or an order error, a replacement can be applied for based on the actual situation.

Exchange Process:
Contact the customer service team to submit an application;

• Provide order information and a description of the problem;
• Wait for review and confirmation;
• After approval, the subsequent exchange process will be arranged.

Exchange processing time may vary depending on inventory and logistics arrangements.

⑥. Refund Policy
For orders meeting the refund criteria, we will process the refund after the returned goods are reviewed and approved.

Refund Method: The refund will be returned to the payment method used by the customer at the time of payment.

Refund arrival time may vary depending on the processing time of the bank or payment institution.

The refund amount may be adjusted based on the actual situation of the order, including applicable shipping costs or other related fees.

⑦. Shipping Costs
If a return or exchange is due to the following reasons:
Product quality issues;
Wrong item sent;
Damage during transportation;

We will assist in handling related shipping issues according to the specific circumstances.

If the return is requested due to personal reasons (e.g., incorrect purchase, change in personal needs, etc.), the relevant return shipping costs may be borne by the customer.

⑧. Handling Damaged or Missing Orders
If you receive a package that is obviously damaged, contains missing items, or is delivered incorrectly, please contact us as soon as possible after receiving the order.

We recommend that customers provide:
Photos of the package exterior;
Photos of the product;
Order information;
Explanation of the relevant issues.

We will assist in verifying the situation and provide a solution as soon as possible.

⑨. Returns & Exchanges Processing Time

We will review your return/exchange request upon receipt.

The general processing flow is as follows:
Application Review: 1-3 business days;
Product Inspection: Confirmation upon receipt of returned goods;

Refund Processing: Refund will be arranged after approval.

Actual processing time may vary depending on order status, shipping time, and special circumstances.

⑩. Contact Us

If you have any questions about our return/exchange policy, order issues, or refund process, please contact us:

Company: Iturena LLC
Address: 305 PARK AVE W UNIT 315, DENVER, CO 80205
Email: luisolivas@iturena.shop
Phone: +1 7208035353
We appreciate your understanding and support and will continue to strive to provide you with a safe, convenient, and satisfactory shopping experience.