Refunds & Disputes
Transparency and fairness guide our refund and dispute resolution process.
We want you to be completely satisfied with your purchase. If you're not happy with your order, we offer refunds under the following conditions:
- Item is returned within 30 days of delivery
- Item is in original, unworn, and unwashed condition
- All original tags and packaging are included
- Item is not a custom or personalized product
Refund Processing
Processing (5-7 business days)
Once we receive your returned item, our team will inspect it to ensure it meets our return criteria. If approved, we'll initiate the refund.
Refund Delivery (3-10 business days)
After the refund is processed, it may take 3-10 business days for the funds to appear in your account, depending on your bank or payment provider.
Note: Original shipping fees are non-refundable unless the item was damaged, defective, or we made an error with your order.
Refund Methods
Refunds are issued to the original payment method used at checkout. This includes credit cards, debit cards, and PayPal.
If you prefer, we can issue store credit instead of a refund. Store credit never expires and can be used on any future purchase.
We strive to resolve any issues quickly and fairly. If you have a dispute regarding your order, please follow these steps:
Contact Us First
Email support@houseofzito.com with details about your concern, including your order number and any relevant photos or documentation.
Investigation
Our team will review your case within 1-2 business days. We may request additional information or photos to help resolve the issue.
Resolution
We'll work with you to find a fair solution, which may include a refund, replacement, store credit, or partial refund depending on the circumstances.
Common Scenarios
If your item arrives damaged, please contact us within 7 days with photos. We'll arrange a replacement or full refund, including shipping costs.
If you received the wrong item, contact us immediately. We'll send the correct item at no charge and provide a prepaid return label for the incorrect item.
If your package is lost or significantly delayed, please contact us. We'll work with the carrier to locate your package or send a replacement if necessary.
If you notice an incorrect charge or unauthorized transaction, contact us and your bank immediately. We'll investigate and issue a refund if the charge was in error.
We encourage you to contact us before filing a chargeback with your bank. Chargebacks can delay resolution and may result in additional fees.
If you file a chargeback without contacting us first, we may be unable to provide customer service for future orders until the matter is resolved.
Please note: Filing a fraudulent chargeback may result in your account being permanently banned from making future purchases.
Need Help?
We're here to help resolve any issues. Don't hesitate to reach out.