Refund and Returns Policy

At Innovation Thru Energy Co., Ltd, customer satisfaction is our top priority. If for any reason you are not completely satisfied with your purchase, we offer a straightforward process for returns and exchanges. Please read our policy below for detailed information on how to return or exchange your products.

Eligibility for Returns and Exchanges

We accept returns and exchanges under the following conditions:

– Timeframe: Returns or exchanges must be requested within 30 days from the date you received your order. f 30 days have passed since your purchase, we can’t offer you a full refund or exchange.
– Condition: The items must be in unused, unopened, and undamaged condition. Any items that have been used, opened, or tampered with cannot be returned or exchanged.
– Proof of Purchase: You must provide a valid proof of purchase (such as your order confirmation or receipt) to process your return or exchange.

How to Request a Return or Exchange

If you wish to return or exchange an item, please follow these steps:

1. Contact Us: Reach out to our customer support team via email at info@ithrue.com or by calling +81-3-6206-3101 to request a return authorization.
2. Provide Details: Include your order number, the item(s) you wish to return or exchange, and the reason for the return or exchange. If the item is damaged or defective, please include photos of the damage.
3. Return Authorization: Once your request is reviewed, we will provide you with return instructions and a return authorization number (if applicable). Please do not send any items back without this authorization.
4. Return Shipping: For returns, you will be responsible for the return shipping costs, unless the item is defective or was sent in error. We recommend using a tracked shipping service to ensure the item reaches us safely.
5. Processing Your Return/Exchange: After we receive your returned item(s), we will inspect them and process your return or exchange within 7-10 business days. Refunds will be issued to the original payment method. Exchanges will be sent as soon as the returned item is received and inspected.

Non-Returnable Items

The following items are not eligible for return or exchange:

– Opened or used items (unless defective or damaged).
– Gift cards and digital products.
– Customized or personalized items (if applicable).
– Sale or clearance items (unless defective).

Damaged or Defective Items

If you received a damaged or defective item, we sincerely apologize for the inconvenience. Please contact us immediately at info@ithrue.com or +81-3-6206-3101 with the following details:

– Your order number.
– A description of the issue.
– Photos of the damaged or defective product.

We will provide a prepaid return label for you to return the item and issue a full refund or send a replacement, based on your preference.

Refunds

Refunds will be issued to the original payment method once the returned item is received and inspected. Please allow 7-10 business days for the refund to appear on your account, depending on your bank or payment provider.

Exchanges

If you wish to exchange an item for a different size, color, or model, please contact us as soon as possible. We will guide you through the process. You will be responsible for the shipping cost of the exchanged item, unless the exchange is due to a defect or error on our part.

Contact Information

If you have any questions about our exchanges and returns policy, or need assistance with your return or exchange, please do not hesitate to contact us:

– Email: info@ithrue.com
– Phone: +81-3-6206-3101
– Address: Head Office: Shin-Marunouchi Building 10F, 1-5-1 Marunouchi, Tokyo 100-6510, Japan

We appreciate your understanding and are here to assist you in making your shopping experience as smooth and pleasant as possible. Thank you for choosing Innovation Thru Energy Co., Ltd.