Refund and Returns Policy
iTech Brands Inc.
Effective Date: October 14, 2025
1. Our Commitment to Customer Satisfaction
At iTech Brands Inc., customer satisfaction is important to us. We strive to provide quality products, dependable service, and a positive shopping experience.
Whether you purchase skincare products from our TruLook brand, cleaning and janitorial supplies from our KLEEN brand, or products from other leading manufacturers, we want you to shop with confidence.
If you are not completely satisfied with your purchase, please review the following Refund and Returns Policy to understand your options.
2. Return Eligibility
We accept returns of eligible products within 30 days of the delivery date, subject to the conditions outlined below.
To qualify for a return:
The return request must be submitted within 30 days of delivery.
The product must be unused, unopened, and in its original condition unless it arrived damaged, defective, or incorrect.
Products must include their original packaging, labels, accessories, and documentation where applicable.
Proof of purchase, such as an order number or receipt, must be provided.
A return authorization must be obtained before sending merchandise back.
Products that do not meet these conditions may not qualify for a refund, except where required by applicable law.
3. Skincare and Personal Care Products – TruLook
For health, hygiene, and product safety reasons, special return conditions apply to skincare and personal care products.
Eligible Returns:
Unopened and unused products in their original packaging.
Products received damaged or defective.
Incorrect products shipped by our company.
Products with verified manufacturing or packaging defects.
Non-Returnable Products:
Opened or used skincare products, except where defective or otherwise required by law.
Products with broken or removed safety seals, unless they arrived that way.
Products damaged due to misuse or improper storage.
We recommend reviewing product descriptions, ingredients, and usage instructions before purchasing.
4. Cleaning and Janitorial Products – KLEEN
We accept returns of eligible KLEEN cleaning and janitorial products within 30 days of delivery.
Products must be unused and returned in their original packaging.
The following conditions may apply:
Cleaning accessories and equipment must be in resalable condition.
Paper products, including toilet tissue and paper towels, must remain unopened and unused.
Bulk or case-packed products must be returned with all original units unless otherwise authorized.
Opened cleaning chemicals or products with special handling requirements may not be eligible for return.
Certain oversized or commercial products may require special return arrangements.
Any product-specific restrictions will be communicated where applicable.
5. Damaged, Defective, or Incorrect Products
If you receive a damaged, defective, or incorrect product, please contact our customer service team within 7 days of delivery whenever possible.
Please provide:
Your order number.
A description of the issue.
Clear photographs of the product and packaging, if available.
Any additional information needed to evaluate the issue.
Once the issue has been verified, we will provide an appropriate resolution, which may include:
A replacement product.
A full or partial refund.
A prepaid return shipping label when a return is necessary.
We will cover reasonable return shipping costs for products returned due to our error or a verified defect, as applicable.
The 7-day reporting period is intended to help us resolve problems promptly and does not limit rights provided by applicable law.
6. Return Shipping Costs
Customer-Initiated Returns
If a return is requested due to a change of mind, an incorrect item ordered by the customer, or another reason unrelated to our error:
The customer is responsible for return shipping costs.
Original shipping charges are generally nonrefundable, except where required by law.
Customers should use a trackable shipping method.
We are not responsible for return shipments lost or damaged in transit when the customer arranges shipping.
Returns Due to Our Error
If the return results from an incorrect shipment, verified defect, or damage attributable to our fulfillment process, we will provide return instructions and cover applicable return shipping expenses.
7. Restocking Fees
Certain eligible returns may be subject to a restocking fee of up to 15% of the product purchase price.
Restocking fees may apply to:
Customer-initiated returns.
Large or bulk commercial orders.
Certain specialty or oversized products.
Products requiring additional inspection or repackaging.
Any applicable restocking fee will be disclosed before the return is finalized.
Restocking fees will not apply to products returned because of our shipping error or a verified defect.
No restocking fee will be charged where prohibited by applicable law.
8. How to Request a Return
To initiate a return, please follow these steps:
Step 1: Contact Customer Service
Email our customer service team with your order number and reason for the return.
Step 2: Receive Return Authorization
Our team will review your request and provide return instructions if your item is eligible.
Step 3: Package Your Return
Securely package the product in its original packaging whenever possible, including all accessories and documentation.
Step 4: Ship the Product
Send the merchandise to the return address provided by our customer service team.
Please do not return products without receiving authorization.
Step 5: Refund Processing
Once your return is received and inspected, we will notify you of the refund status.
9. Refund Processing
Approved refunds will generally be issued to the original payment method.
Please allow approximately 5–10 business days after refund approval for processing, although the time required for the funds to appear in your account may vary depending on your bank or payment provider.
Refund amounts may exclude applicable return shipping costs, original shipping charges, or disclosed restocking fees, where permitted by law.
If your refund is delayed, please contact our customer service team for assistance.
10. Exchanges and Replacements
We may offer exchanges or replacements for eligible products depending on inventory availability.
If the requested replacement is unavailable, we may offer a refund instead.
Customers seeking a different product, size, or variation may need to return the original eligible item and place a new order.
Any price differences or applicable shipping charges will be communicated before an exchange is processed.
11. Non-Returnable Items
Unless defective, incorrectly shipped, or otherwise required by law, the following items may not be eligible for return:
Opened or used skincare and personal care products.
Products with broken hygiene or safety seals.
Used cleaning supplies or janitorial equipment.
Opened cleaning chemicals or hazardous materials.
Clearance or final-sale items clearly identified as non-returnable before purchase.
Customized or special-order products.
Products damaged due to misuse, improper handling, or unauthorized modifications.
Items returned outside the applicable return period.
12. Bulk, Wholesale, and Commercial Orders
Bulk, wholesale, and commercial purchases may be subject to additional return conditions.
Depending on the product type and order size, these may include:
Prior written return authorization.
Manufacturer-specific return restrictions.
Special freight or handling arrangements.
Restocking fees disclosed at the time of return authorization.
Restrictions on custom, special-order, or nonstock products.
Customers placing large commercial orders are encouraged to confirm product specifications and return eligibility before purchasing.
Where a separate written wholesale agreement applies, its return provisions will govern to the extent permitted by law.
13. Lost or Missing Packages
If your order has not arrived or appears to be missing, please contact our customer service team.
We may request additional information to investigate the shipment with the delivery carrier.
If an order is confirmed lost during transit, we will provide an appropriate resolution based on the circumstances and applicable law.
Customers should notify us promptly of delivery issues so we can assist with the investigation.
14. Order Cancellations
Customers may request cancellation before an order has been processed or shipped.
Once an order enters the shipping process, cancellation may no longer be possible.
If the order has already shipped, customers may request a return after delivery, subject to the eligibility requirements outlined in this policy.
If we cancel an order after collecting payment, we will issue an appropriate refund.
15. Purchases Through Third-Party Marketplaces
Products purchased through third-party marketplaces, such as Amazon, Walmart, or other authorized sales channels, may be subject to the return and refund policies of those platforms.
Customers should initiate returns through the marketplace where the original purchase was made.
Nothing in this policy overrides mandatory marketplace requirements or applicable consumer protection laws.
16. Changes to This Policy
iTech Brands Inc. reserves the right to update this Refund and Returns Policy to reflect changes in business operations, product offerings, or legal requirements.
Any updates will be posted on our website with a revised effective date.
Changes will not retroactively reduce rights that apply to purchases already completed.
© 2026 iTech Brands Inc. All Rights Reserved.
TruLook and KLEEN are trademarks of iTech Brands Inc.