Return & Refund Policy

Return & Refund Policy

Effective Date: September 4, 2024

We want you to feel confident shopping with ISSMOS. We accept returns and exchanges for both defective and non-defective items, subject to the conditions outlined below. This policy meets Google Merchant Center requirements and consumer protection standards.

1. Return Window

You have 30 days from the date of delivery to request a return.

  • Items must be unused, in original condition, and with all packaging included.
  • Returns that do not meet these conditions may not be accepted.

2. Items Not Eligible for Return

The following items cannot be returned:

  • Personal hygiene products
  • Intimate apparel
  • Customized or personalized items
  • Digital downloads
  • Gift cards
  • Perishable goods

3. How to Initiate a Return

  1. Contact us at support@issmos.com to request a return authorization.
  2. If approved, we will provide a return shipping label and detailed instructions.

Note: Items returned without prior authorization will not be accepted.

📦 Important: Shipping costs are non-refundable unless the return is due to our error.

4. Restocking fees

  • We do not charge any restocking fees. Returns are free of additional charges for both defective and non-defective items, provided they meet our return guidelines.

5. Return Shipping

  • Free return shipping for defective or incorrect items.
  • For non-defective returns, a £3.99 return shipping fee will be deducted from your refund.
  • Orders over £70 qualify for free return shipping.

6. Refund Process

  • Refunds are processed within 5 business days after your return is received and inspected.
  • Refunds will be issued to your original payment method.
  • Shipping costs are non-refundable unless the return is due to our error.
  • Store credit is available as an alternative to a refund.

7. Damaged or Defective Items

  • Must be reported within 48 hours of delivery.
  • Please include photos of the damage when contacting us.
  • We will issue a prepaid return label and provide a full refund including original shipping costs.

8. Exchanges

Exchanges are processed as a return plus a new purchase. Please contact customer service to arrange an exchange. Standard shipping fees apply to replacement items.

9. International Returns

  • International customers are responsible for return shipping costs.
  • Import duties and taxes are non-refundable.
  • The return address will be provided upon request.

10. Contact Us

For any questions about returns, refunds, or exchanges: 

📧 Email: support@issmos.com

📞 Phone: +1 307-289-7728

🏢 Address: 5830 East 2nd Street, Casper, Wyoming 82609, United States

🕒 Hours: Monday – Friday, 9:00 AM – 5:00 PM (GMT)

11. Important Notes

  • All returns are subject to inspection.
  • We reserve the right to deny returns that do not meet our requirements.
  • Refunds may take 5–10 business days to appear on your statement.
  • We recommend purchasing return shipping insurance for high-value items.

This policy may be updated at any time. Changes take effect immediately upon posting to our website.