Return & Exchange Policy

Return & Exchange Policy – Isallia

At Isallia, your satisfaction is very important to us. We work exclusively with trusted suppliers to ensure the quality of our products and we are committed to providing attentive support throughout your shopping experience. This Return & Exchange Policy explains the timeframes, conditions, and steps to follow if you need to return or exchange an item.

Conditions for Returns & Exchanges

Returns or exchanges will only be accepted if all the following requirements are met:

  • The request is submitted within the time limits stated in this policy.

  • The product is in its original condition, unused, and with all original packaging and accessories.

  • The return or exchange includes the original purchase receipt or invoice.

  • The product must be sent back in the same packaging in which it was delivered, properly protected.

How to Request a Return or Exchange

To request a return or exchange, please email us at info@isallia.com. Our support team will respond within 1–2 business days with instructions and a mandatory form to complete.

Please note: Once your request is approved, you will be responsible for shipping the product back at your own expense. Isallia does not cover shipping costs for returns or exchanges.

If the item is not posted within the specified time, the request may be cancelled.

Accepted Reasons for Returns or Exchanges

1. Change of Mind / Buyer’s Remorse
You may return your product within 14 calendar days of receiving your order. The product must meet the conditions described above.

2. Defective or Damaged Product
If your product arrives damaged, please refuse delivery or contact us within 7 business days of receiving it. Clear photos of the damaged product and the shipping label are required.

3. Incorrect Product Received
If you receive an item different from what you ordered, please contact us within 7 calendar days of delivery, providing your order number and photos showing the issue.

Processing Time

Once the returned product arrives at our distribution center and is inspected, you will receive a confirmation by email. Processing may take up to 10 business days. If approved, your refund or exchange will be issued according to your chosen method: store credit, card refund, or bank transfer.

Refund & Compensation Options

  • Store Credit: Receive a coupon to use on your next purchase.

  • Card Refund: Available for credit card payments. The refund timing depends on your card provider (usually within 1–2 billing cycles).

  • Shipping Issues: In cases of loss, out-of-stock items, or carrier errors, refunds are processed within 5 business days.

  • Chargebacks: If a chargeback is filed and the item was delivered, we may request that the product be returned. Failure to return the item will be considered a violation of our terms.

Important Information

  • Choosing the correct color, model, or size is the customer’s responsibility at the time of purchase.

  • All return or exchange requests must be made exclusively via info@isallia.com with the subject line: “RETURN OR EXCHANGE”.

  • Include your order number, the reason for the request, and photos or videos when applicable.

Customer Support Hours

Our customer support team is available at the following times:

  • Monday to Friday: 9:00 AM – 6:00 PM (GMT-3)

  • Weekends & Holidays: 12:00 PM – 5:00 PM (GMT-3)

Thank you for choosing Isallia. We’re committed to providing a safe, transparent, and pleasant shopping experience, with full support every step of the way.