Refund policy
This policy applies to purchases made both in our physical stores and through our online shop.
For in-store purchases, the reference date is the date you took the item home. For online purchases, the reference date is the date of delivery (the date you received the item). Please check the condition of your item as soon as possible after receiving it.
1. Original Homeware and Curated Items
We do not, in principle, accept returns or exchanges for our original homeware or curated (select) items. Please check the size and condition carefully before purchasing.
If your item arrives with clear damage (e.g., due to a shipping accident), please contact us within 3 days of receiving the item.
When contacting us, please send the following information to info@ititvietnam.com:
- Your order number (for online purchases) or a photo of your receipt (for in-store purchases)
- A photo of the damaged area
- A description of the issue
2. Original Accessories
2-1. Initial Defects (within 2 weeks of purchase or receipt)
While we take great care in quality control, in the rare case that an item arrives damaged, or is damaged within the normal range of use (e.g., a piece coming loose during ordinary wear), we will respond as follows.
For customers residing in Japan or other countries outside Vietnam
We will provide an exchange for a new item.
*As all of our accessories are one-of-a-kind, if the exact same design is unavailable, we will offer a similar design.
For customers residing in Vietnam
We will provide a free repair, with ít ít Việt Nam covering shipping costs both ways.
Cases not covered under initial defect handling
- Damage caused by strong impact (e.g., dropping the item)
- Deterioration due to water exposure or use in high-temperature environments
- Damage caused by excessive force
2-2. Paid Repairs (after 2 weeks from purchase or receipt)
For items more than 2 weeks past the purchase or delivery date, or damage caused by customer negligence (e.g., dropping, impact), we offer repair services for a fee.
Repair categories and estimated fees
|
Repair type |
Example |
Estimated cost |
Estimated turnaround |
|---|---|---|---|
|
Metal component issues |
Replacing fittings, retightening jump rings |
Approximately 150,000 VND |
Approx. 3 weeks * |
|
Adhesive/joint repair |
Detached parts, loose fittings |
Approximately 100,000 VND |
Approx. 3 weeks |
|
Other damage |
Cracked or chipped ceramic pieces |
Quoted individually |
From approx. 1 month |
*The turnaround times above do not include shipping time; they reflect the estimated working time once we receive the item. If a required part is out of stock, additional time may be needed to source it.
These costs are estimates only and may vary depending on the condition of the item. We will provide the exact price once we have inspected the item.
Estimated shipping costs (for paid repairs)
- Within Vietnam: approximately 100,000 VND round trip
- Outside Vietnam: varies by region; please contact us for details.
3. Cases Where Repair Is Difficult, and Other Notes
Full restoration of ceramic pieces
We are unable to restore a cracked ceramic piece to its original (uncracked) state. We may be able to repurpose the cracked piece into a different design; in that case, an additional custom fee will apply.
Replacement of discontinued parts
We are unable to replace parts that are no longer available. In such cases, we will suggest a current part as an alternative.
4. About Refunds
Refunds will, in principle, be issued using the same payment method as your original purchase.
Once a return or exchange has been confirmed, we will complete the refund process within 7 business days.
Please note that if you paid by credit card, the time it takes for the refund to actually appear in your account will vary depending on your card issuer's billing cycle and processing schedule.
5. Shipping Costs
If a return or exchange is due to a defect in the item, we will cover the cost of return shipping.
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