After-sales service/Refund and Returns Policy
Thank you for choosing our ita bags and ita bag accessories.
We hope each item can become a way for you to express what you love.
If you encounter any issues after receiving your order, we will do our best to help you resolve them.
Order Management
🛑 Order Cancellation
If you change your mind and wish to cancel your order, we can accept cancellations within 3 hours after the order is placed, as long as the order has not been shipped.
For customized products, cancellation must be requested within 1 hour after placing the order. Cancellation requests for customized orders will not be accepted after this time.
📍Change shipping address
If you need to change your shipping address, we can update it within one hour after your order is placed. Please send the updated address to us via email. After one hour, we are usually unable to make any changes to the shipping address.
Shipping Issues
📦Damaged during transit
If you find that the package or any items inside have been damaged during transit, please take photos of the damaged package and/or items as clearly as possible and contact our customer service team. After reviewing the details, we will send you a brand-new replacement.
❗ Lost Package / Delay
After-Sales Service
🔄Return and Exchange Policy
We accept return requests due to a change of mind, provided that the request is made within 7 days of receiving the item. The product must be returned in its original packaging, unused, and in a resellable condition. Return shipping costs are the responsibility of the customer, and customers must arrange the return themselves.
Once we receive and inspect the returned item, we will process the refund using your original payment method. The funds will be returned to your original account within 3–5 business days. You will be notified by email once the refund has been completed.
If you have any questions regarding customer service, please contact us via our contact form or email us at: service@pinitabag.com.
🔁 Exchange Policy
If you find that the product you purchased has a sizing issue, you may request an exchange for a different size within 7 days by contacting us via email.
The shipping cost for the exchange must be borne by the customer, and customers are responsible for arranging the return shipment themselves. The returned product must be kept in good condition, unused, and in a resellable state.
Quality Guarantee
🛠️Warranty service
🚫 Refund Exceptions
We do not accept refunds for the following reasons:
- products that have been damaged by human factors,
- requests made after the return period has expired,
- items with missing original packaging,
- customized products,
- products that are not in a resellable condition.
Additional Notes
⚠️ Policy Abuse / Fair Use
If we identify any abnormal return behavior from a customer, we may restrict the customer’s account. The final approval of any return request is at our sole discretion. If excessive fraudulent or malicious returns are detected, we reserve the right to refuse the return.
The final interpretation of the after-sales policy belongs to our store.
If you are redirected to other websites through links, please review their respective return policies and terms of service.
Customer Service
If you have any other after-sales questions, you can contact our customer service via email for assistance. We usually respond within 12 hours during working days. Responses may take longer outside of working days, and we appreciate your patience.
Our customer service email: service@pinitabag.com