Returns & Exchanges

Effective Date: May 13, 2025

At Izzat Express, your satisfaction is our top priority. We work with trusted suppliers to ensure the quality of our products and aim to deliver exceptional customer support in every interaction. This Return & Exchange Policy outlines the terms, timeframes, and procedures you must follow if you wish to return or exchange an item.

Eligibility for Returns & Exchanges

Returns or exchanges are only accepted if the following conditions are met:

Request is submitted within the time limits described below.
Item is in original condition, unused, and with all original packaging and accessories.
Item includes the original purchase receipt or invoice.
Product is returned in the same box it was shipped in, properly protected.

How to Initiate a Return or Exchange

Please send your request via email to support@izzatexpress.com. Our team will respond within 1–2 business days and provide a mandatory return form to be filled out.

Once approved, a prepaid return label will be issued. This label is valid for 6 calendar days. If the item is not shipped within this period, the return or exchange request will be canceled.

Reasons for Return or Exchange

1. Change of Mind / Buyer’s Remorse

You may return your item within 14 calendar days of receiving the order. The item must meet the eligibility criteria above.

2. Damaged Items

If your item is damaged upon arrival, please refuse delivery or contact us within 7 business days of receiving the product. Include clear photos of the damaged item and the shipping label.

3. Incorrect Product Received

If the product received differs from the one ordered, please contact us within 7 calendar days of receipt, providing order number and photographic evidence.

Return

Return Eligibility:

The product must be in its original, unused condition.
The product must be returned in its original packaging, with all tags and labels attached.
The return request must be made within 60 days of the delivery date.

Return Process:

Contact our customer service team at Support@izzatexpress.com to request a return.
Clearly state the reason for the return at the time of your request. Please note that the reason provided will be reviewed and cannot be changed once submitted.
Once your return request is approved, you will receive detailed instructions on how to proceed with the return.
Pack the product securely in its original packaging.
Ship the product to the address provided by our customer service team. Customers are responsible for return shipping costs.

Upon Receipt and Inspection:

If the product is in its original condition, we will process your refund within 30 days.
The refund will be issued to the original payment method. Please note that it may take additional time for the refund to appear in your account, depending on your financial institution.

Frequently Asked Questions:

1. Can I return a used neck pillow?
No, we do not accept returns of neck pillows that have been used or show signs of wear. For hygiene reasons, all returned items must be in their original, unused condition with all tags and packaging intact.

2. Can I return a neck pillow if it was delivered within the specified delivery time frame?
No, we do not accept returns for items that were delivered within our specified delivery time frame of 7 to 14 business days from the date of order confirmation.

3. Can I return a neck pillow because I changed my mind after using it?
No, returns due to a change of mind are only accepted if the neck pillow is in its original, unused condition. Once a neck pillow has been used, it cannot be returned.

4. Can I return a neck pillow if I received it as a gift?
Yes, you can return a gifted neck pillow as long as it meets our return criteria: it must be in its original, unused condition and returned within 60 days of the delivery date. Please ensure you have the order number or gift receipt.

5. Can I return a neck pillow that has a defect?
Yes, if you receive a defective neck pillow, please contact our customer service team immediately. We will arrange for a replacement or a refund. Please provide photos and a detailed description of the defect.

6. What if I accidentally ordered more pillows than I needed?
We understand that mistakes can happen when placing orders. However, as a small company, we are unable to accept returns for accidental over-ordering due to the costs associated with shipping and handling. Please double-check your order before completing your purchase to ensure you are ordering the correct quantity.

Refund & Compensation Options

Store Credit: Receive a coupon to use on future purchases.
Card Refund: Available for credit card payments. Refund timing depends on your card provider (typically 1–2 billing cycles).
Shipping Issues: In the case of loss, out-of-stock items, or shipping carrier errors, refunds are processed within 5 business days.
Chargebacks: If a chargeback is filed and the item was delivered, we may request the product be returned. Failure to do so will constitute a breach of terms.

Important Notes

Color and model selection is the customer’s responsibility at the time of purchase.
All return requests must be made via support@izzatexpress.com with the subject line: "RETURN OR EXCHANGE".
Include your order number, reason for return, and supporting photos/videos if applicable.

Support Hours

Izzat Express customer service is available during the following hours:

Monday to Friday: 9:00 AM – 6:00 PM (GMT-3)
Weekends & Holidays: 12:00 PM – 5:00 PM (GMT-3)

We appreciate your trust in Izzat Express. Our mission is to provide a safe and reliable shopping experience with full transparency and support throughout your journey.