Refund policy

Return & Refund Policy

1. No change-of-mind returns
Returns or exchanges for personal reasons (including but not limited to style, color, size, unsuitability, change of mind, or mismatched expectation) will not be accepted.

2. Exchange preferred over refund
If your return is approved, we will first offer an exchange (once per order). Refunds will only be issued if the item is out of stock or we cannot provide an exchange.

3. Valid grounds for return or exchange
You may request a return or exchange within 7 days of receipt only in the following cases:
- Item does not match your order (wrong style, size, or color due to our error);
- Item has a quality issue affecting normal use (e.g., torn, severely stained, broken hardware, major defect).

4. Product conditions for return
Returned items must meet ALL of the following conditions:
- Unworn, unused, unwashed, and unaltered;
- Original tags, labels, and packaging intact and attached;
- No unusual odor (e.g., perfume, smoke, detergent, body odor);
- No marks of use or trial (e.g., makeup, abrasion, scratches, pilling);
- All free gifts, accessories, and original brand boxes must be returned together.

5. Non-returnable and non-exchangeable items
Except as otherwise stated or due to our error, the following items are STRICTLY NOT eligible for any return or exchange:
- Return requests made after 7 days of receipt;
- Items that have been opened, used, or trialed;
- Fixed-price items, clearance items, or items sold at 70% off or more, unless the item is found to have inherent manufacturing defects or quality issues that render it not of merchantable quality;
- Hygiene-sensitive items: underwear, swimwear, socks, earrings (pierced), and other intimate apparel;
- Items damaged or stained by the customer during trial, handling, or improper care (e.g., improper washing, ironing, alteration, abrasion);
- Minor imperfections from normal production or materials (e.g., loose threads, slight color variation, natural leather creases);
- Outer transit packaging dented or creased during shipping (as long as the product itself is unaffected).

6. Request & Handling Process
- Customer must email cs@issi-boutique.com within 7 days of receipt with the order number, clear photos/videos, and a description of the issue.
- We will review the application within 5 business days. If approved, the customer must ship the item back to our designated address within 7 days from the approval date.
- Return shipping cost is borne by the customer (unless the error is ours).
- Upon receipt, we will inspect the item. If it fails to meet Condition 4, the return/exchange request will be rejected, and the item will be shipped back to the customer at the customer's expense.

7. Refund (Only when exchange is not possible)
- Refund will be processed via the original payment method within 2‑4 weeks.
- Refund covers only the net purchase price of the item; original shipping fees and handling charges are strictly non‑refundable.

8. Disclaimer & Final Decision
- Product images are for reference only. Slight color variation due to screen settings, lighting, or display differences does not constitute a quality issue.
- We reserve the right of final decision on all disputes, provided that such decision does not violate the laws of the Hong Kong SAR.
- This policy does not affect your statutory rights under the Sale of Goods Ordinance (Cap. 26) of the Laws of Hong Kong.