Refund policy
If something is wrong with your order, we want to make it right. This page explains what you can return, how the process works, and what to expect. If your situation is not covered here, email us at support@ismatind.com and we will work through it with you.
Order cancellation
You can request a cancellation within 24 hours of placing your order, as long as it has not yet shipped.
- Order not yet shipped: We will cancel it and issue a full refund to your original payment method.
- Order already shipped: We cannot cancel it at that point. You can return it once it arrives — see the return process below.
To request a cancellation, email support@ismatind.com with your order number as soon as possible.
30-day return policy
We accept returns within 30 days of the delivery date. This applies to two situations:
- Defective or damaged items: If the product arrived damaged, is defective, or is not what you ordered, we will cover the return shipping cost or provide a prepaid label.
- Change of mind: If you ordered by mistake or the product is not what you expected, you can still return it within 30 days. The item must be unused. Original packaging is preferred but not strictly required if the item is in its original condition. The customer is responsible for return shipping costs in this case.
Opening the packaging to inspect the product is fine — as long as the item has not been used, it is eligible for return.
If you are not sure whether your item qualifies, email us before sending anything back.
Items we cannot accept back
We cannot process a return for:
- Items that have been used or show signs of wear
- Items damaged due to misuse, improper assembly, or improper storage after delivery
- Items with key components missing that were not reported as missing at delivery
- Returns requested more than 30 days after the delivery date
Damaged, defective, or wrong item
If your order arrives damaged, is defective, or is not what you ordered, contact us within 7 days of delivery.
Please include in your email:
- Your order number
- A description of the issue
- Clear photos of the item and packaging
We will review and respond within 1 to 2 business days with a resolution. Depending on the situation, we will offer:
- A free replacement shipped to you
- A full refund to your original payment method
- A partial refund if only part of the order is affected
You do not need to return a damaged or defective item before we resolve the issue.
How to start a return
Do not send items back without contacting us first — unauthorized returns can cause delays in processing and we may not be able to match the package to your order.
To start a return, email support@ismatind.com with the following:
- Your order number
- The product name
- The reason for the return
- Photos, if the item is damaged or defective
We will respond within 1 business day with return authorization and instructions, including the return address.
Return shipping cost
Who covers return shipping depends on the reason for the return:
- Damaged, defective, or wrong item: We cover the return shipping cost or provide a prepaid label.
- Change of mind or ordered by mistake: The customer is responsible for return shipping costs.
We recommend using a shipping method with tracking. We are not responsible for return packages that are lost in transit without tracking.
Refund processing time
Once we receive and inspect your return, we will email you to confirm.
Approved refunds are issued to your original payment method. Here is how long it takes:
- Our processing time: 3 to 5 business days after we receive the return
- Your bank or card provider: an additional 3 to 7 business days to post to your account
Total time from return receipt to funds available: typically 6 to 12 business days, depending on your bank.
If you have not seen your refund after 12 business days, check with your bank first. If it is still not there, contact us.
Exchanges
We offer exchanges only for items that are defective, damaged during shipping, or sent incorrectly.
We do not offer exchanges for a different product, size, color, or model at this time. If you want a different item, return the original and place a new order.
To request an exchange, email support@ismatind.com with your order number and a description of the issue.
Contact and business information
Email: support@ismatind.com
Support hours: Monday through Friday, 9:00 AM to 5:00 PM Mountain Time
Response time: Within 1 business day on weekdays
Company: Elizabethloraine LLC
Address: 504 Potomac St, Aurora, CO 80011, United States