Return Policy

Consumer Purchase Terms and Conditions – Cancellations and Returns

These Consumer Purchase Terms and Conditions (hereinafter referred to as "these Terms") constitute a legal agreement between you and us, applicable solely to your purchase of any of our products within the United States. By purchasing or using any product, you signify your full acceptance of these Terms.

Please read these Terms carefully, as they outline your rights and obligations. Any disputes arising from these Terms must be resolved through arbitration.

General Cancellation and Return Policy

To process a valid cancellation or return, you must obtain written approval from isthorn; you may contact us at service@mail.isthorn.com to request this approval. Unauthorized cancellation requests will be rejected, and order fulfillment will proceed. Any products returned without our written consent will be refused and returned to you at your expense.

Regarding Minor Imperfections and Stains:

Please inspect the product within seven days of receiving the package. Notify us of any imperfections or stains so we can provide further assistance. Imperfections or stains reported after the 14-day period will be deemed to have been caused by the customer.
If you discover such issues and contact us within 14 days, we will gladly offer a coupon or other form of compensation.
Minor imperfections and stains may result from unavoidable factors during production or shipping and do not affect the product's normal use. If you cannot accept such imperfections, please do not use the product and repackage it to its original condition. Additionally, please contact service@mail.isthorn.com for further assistance.

Canceling an Order Before the Shipping Label is Generated

For orders placed but for which a shipping label has not yet been generated, we will issue a full refund.

Canceling an Order Before Shipment (Shipping Label Generated)

For orders where a shipping label has been generated but the item has not yet shipped, a processing fee equal to 10% of the original order amount will be charged.

Canceling an Order After Shipment

Once an order has shipped, the shipment cannot be intercepted or delayed. You must either refuse the package upon delivery or accept the package and subsequently contact us to obtain a return shipping label. Once the package is returned and verified, we will process a refund, deducting a restocking fee equal to 20% of the original order amount. Cancellation After Delivery (Unopened Package)

If the order was delivered within the last 14 calendar days and the customer wishes to cancel, they must contact us and provide photos and videos proving the package remains unopened. Upon approval, the customer is responsible for contacting the original carrier to return the complete package and must cover the return shipping costs. Once the package is returned and inspected, a restocking fee of 20% of the original order amount will be charged.

Cancellation After Use (Non-Quality Related)

If the order was shipped within the last 30 calendar days and a cancellation is requested for reasons unrelated to product quality (including but not limited to the following):

No longer needed/wanted

Incorrect size

Product not to personal liking

Claims regarding minor shipping damage will not be accepted

Customers must contact us and provide photos and videos confirming the product packaging matches the original packaging to obtain prior return authorization. The customer is responsible for contacting the original carrier to return the complete package and must cover the return shipping costs. Returns are not permitted after thirty (30) calendar days from the date of receipt.

A refund will be processed after the item is returned and inspected, subject to a restocking fee of 25% of the original price.

Non-Returnable Items

Non-returnable items include, but are not limited to:

Special order items

Used items showing clear signs of use

Clearance or promotional items

Non-returnable items cannot be returned or exchanged. Customers must contact us for approval regarding any special circumstances.

Refund Conditions and Exceptions

Refunds are typically processed within seven (7) business days. Delays may occur for various reasons; please provide relevant documentation and contact us for further guidance.

*Note

If you wish to return an item, please do not refuse delivery of the FedEx/UPS package. Accept the package first, then initiate the return process and email us to request a return shipping label.