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Return & Refund Policy

Order Processing & Cancellation30-Day Return & Exchange PolicyReturn ProcessRefund RelatedQuestions:

Order Processing & Cancellation

  1. Order Processing Time: 1-3 business days after purchase.

  2. Order Cancellation Eligibility:

    • For Unfulfilled Orders
      If your order has not been shipped, you may cancel, edit, or update your shipping address within 1 hour after purchase. To do so, click "Manage your order now" in your order confirmation email and select the desired option.
      After 1 hour, please contact our customer service team as soon as possible, and we will do our best to assist you before the order is processed for shipment.
    • For Fulfilled Orders
      Once your order status is marked as "fulfilled," cancellation is no longer possible. In this case, please wait for the package to arrive and then submit a return request according to our return policy.
      If you have any questions or need assistance, please click here to submit a support request.

30-Day Return & Exchange Policy

Your order that was purchased through the PITAKA official website (https://www.ipitaka.com) is eligible for a return or an exchange within 30 days of delivery.

  1. Your returned items must be in new and unused condition and in the original packaging as you received them from us.
  2. To expedite the exchange process, we recommend applying for a refund for your current order and placing a new one directly. If you choose the standard exchange route, we will only ship out the replacement after we receive and inspect the returned product, which may take considerably longer. The refund-plus-new-order option is usually much faster and more convenient.
  3. Engraved items or customized items are not refundable or exchangeable within 30 days from when it was delivered.
    Blind box and gift products are not eligible for return or exchange due to non-quality-related issues; however, a one-time exchange for the same item is allowed for confirmed quality defects.
  4. PITAKA does not accept returns of products purchased from other retailers. Please refer to the return and refund policy of the retailer you purchased your PITAKA product from if you need to initiate a return.
  5. If you have a warranty issue, please submit your warranty claim through the official Warranty channel. Do not initiate a return for warranty claims.
  6. If your package or item arrives damaged, you must click here to submit a support request immediately or within 3 days of receipt to file a claim. Please retain all packing materials unless instructed otherwise by PITAKA.

Return Process

To start your return, you will need your:

  • Order number
  • Order email

If you checked out while signed into your PITAKA account, you can find your order number in the "Order History" section of your account. The order number can also be found in your order confirmation email. If you are unable to locate your order number or confirmation email, please reach out to our customer service team.

You can initiate your return by clicking here. Once you have initiated your return, you should postmark your return within 7 days of initiating your return; otherwise, we will temporarily close your return request after that period—but please don't worry, as you are still welcome to submit a new request at any time within the 30-day return window from the original delivery date.

Customers may return their item either by shipping it back at their own expense or by using our prepaid return label, which we provide for orders in the US, DE, AU, and UK. Please note that the label cost will be deducted from your refund upon our receipt and inspection of the returned product. If you choose to return the item on your own, please be sure to submit the tracking number to us promptly; otherwise, your return may be delayed.

Refund Related

  1. Returns for discounted products will only be refunded for the discounted value.
  2. Returns (including items and their packaging) not in original condition (damaged/used/altered) will result in no refund or a partial refund (adjusted for condition).
  3. Most refunds are processed within 7 business days after receipt of your return to our facility but may take several business days to appear on your online statement depending on your card issuer's internal processes.
  4. For bank wire transfer purchases under $1,000, refunds will be processed within 3-4 weeks and credited exclusively to the originating account.

Notes: Customers are required to use a trackable shipping service when returning items and assume full responsibility for all transportation risks associated with the return process. Please be advised that we cannot guarantee the receipt of returned merchandise, and our company shall not be held liable for any returned packages that are lost or fail to reach our facilities. For high-value items exceeding USD 75, we recommend purchasing shipping insurance to protect against potential loss during transit. We cannot process refunds for returns that we do not physically receive. This policy applies to all return shipments regardless of the reason for return.

Questions:

If you have any questions about the return process or the status of your return, please reach out to our customer service team—