Return and Refund Policy

Last updated: 24 October 2026

At IZZUT we want you to be happy with your order. This policy explains how to cancel an order, return an item, and what to do if something is faulty, wrong or never arrives. It sits alongside, and never reduces, your legal rights under UK consumer law.

1. Cancelling an order before it is sent

You can cancel an order that has not yet been dispatched. Email suport@izzut.com as soon as possible with your order number. If the order has not been dispatched we will cancel it and refund you in full. Once an order is in transit it can no longer be cancelled, but you can still return it under section 2.

2. Changed your mind (14-day right to cancel)

Under the Consumer Contracts Regulations 2013 you have 14 days from the day you receive your goods to tell us you want to cancel, and a further 14 days to send the goods back to us.

1. Email suport@izzut.com with your order number and the items you want to return. We will send you the return details. Please do not post anything back before you hear from us. Depending on the item and its value, we may refund you without asking you to send it back. Otherwise we will give you a return address, which may be outside the UK (for example in China), and an estimate of the postage cost before you send anything.
2. Pack the item securely, unused where possible and in its original packaging, with all accessories.
3. Post it back using a tracked service and keep your proof of postage.
4. Once we receive the item (or you show proof of postage) we will refund you within 14 days.

Return postage: for a change of mind, you pay the cost of returning the goods. Because the return address may be abroad, we will tell you the likely cost first so you can decide whether to go ahead. Original delivery charges are refunded if you cancel the whole order, up to the cost of our standard delivery.

Condition of goods: please take reasonable care of the goods while they are with you. You may inspect them as you would in a shop, but if they come back used beyond that, or damaged, we may reduce your refund to reflect the loss in value.

3. Faulty or not as described

If an item is faulty, damaged on arrival or not as described, you are protected by the Consumer Rights Act 2015.

• Within 30 days of delivery you can reject the item and receive a full refund.
• After 30 days you are entitled to a repair or replacement. If that is not possible or fails, you can claim a price reduction or final right to reject.
• In the first 6 months a fault is presumed to have been there from delivery, unless we can show otherwise.
• Your legal remedies last up to 6 years (5 in Scotland), depending on how long the product should reasonably last.

To start a claim, email suport@izzut.com with your order number and clear photos or a short video of the problem. We pay for the return of faulty or incorrect goods. In many cases we will simply refund or replace the item without needing it back; if we do need it, we will send you a prepaid label or refund reasonable postage costs.

4. Wrong item received

If you received the wrong item, or an item is missing from your parcel, contact us with your order number and a photo. We will send the correct item or refund you, and cover the return cost.

5. Parcel never arrived

If your parcel has not arrived within the delivery time shown at checkout, please email us. We will investigate with the carrier, and if it cannot be located we will resend it or refund you. We deliver within 30 days of your order unless we agree otherwise with you.

6. Refunds

• Refunds go back to the original payment method.
• Your bank can take 5 to 10 working days to show the money.
• Refunds are made in the currency of the original order.

7. Items we cannot take back

For hygiene or safety reasons we cannot accept returns of sealed items that have been unsealed, and items made to your specification.

8. Questions

Email suport@izzut.com. We aim to reply within 1 working day.

Vitor Souza, trading as IZZUT, Brazil.