Refund policy

REFUNDS, RETURNS AND EXCHANGES

Return Eligibility Criteria

To be eligible for a return, items must meet the following conditions:

• Returned within the specified time frame
• In the same condition as received
• Unworn and unused
• With original tags intact
• In original packaging
• Accompanied by receipt or proof of purchase

Return Types and Timeframes

Damaged or Defective Items

• Refund Window: 30 days from product delivery date (tracking).
• Return Process:
  • Use contact form
  • Include order number
  • Specify "Damaged Item" as return type
  • Provide detailed description of the damage
  • Once we receive your return request, we'll send you instructions to upload supporting photos documenting the damage
• Review & Approval Time: Return requests typically take 3-7 business days to review

General Returns

• Return Window: 15 days from product delivery date (tracking).
• Return Process:
  • Use contact form
  • Include order number
  • Specify "General Return" as return type
• Review & Approval Time: Return requests typically take 3-7 business days to review

Return Shipping

• Customers responsible for return shipping costs
  • Exception: Items arriving damaged
• Return label will be provided if return is approved

Refund Details

• Refunds processed automatically within 10 business days of return approval
  • Bank processing may take additional time
• Refunded to original payment method
• If more than 15 business days have passed since we’ve approved your return, please contact us

Non-Returnable Items

The following items cannot be returned:

• Custom or personalized products
• Personal care items
• Hazardous materials
• Final sale items
• Gift cards

Exchanges

Recommended process:

• Return the original item
• Once return is processed, place a new order for desired item
• If purchasing an item that was previously at a sale price, please reach out to customer service. We'll be happy to honor the original sale price for your exchange.

Order Cancellation

• Orders can be cancelled before shipping, but not guaranteed.
• Contact us within 12 hours of purchase, we will do our best to cancel the order in time.
• Cancellations are not possible once packaging/processing has started.

Important Notes

• Items showing signs of use (beyond initial inspection) may have return rejected
• Refunds for items with damage, missing parts, not in original condition, or that have obvious signs of use for reasons not due to a Mito Pack error will be rejected
• Items sent back to us without first requesting a return will not be accepted

Thank you for choosing Mito Pack. We're committed to ensuring your satisfaction.