Returns & Refund Policy

We want you to feel confident when shopping with i-tem. If something isn’t right with your order, we’re here to help. Please read the information below to understand how returns and refunds work for our products.

Perishable & Food Items

For safety reasons, we cannot accept returns of food items. This includes chilled, ambient and shelf-stable groceries.

If your item arrives damaged, defective or incorrect, please contact us within 48 hours of delivery. We will investigate and offer a replacement or refund where appropriate.

To report an issue, email us at hello@i-tem.co.uk with:

  • Your order number
  • Photos of the item and packaging
  • A short description of what went wrong

This helps us resolve the issue quickly.

Non-Food Items

Some non-food items may be eligible for return. To qualify, the item must be:

  • Unopened
  • Unused
  • In its original packaging
  • Returned within 14 days of delivery

Please contact us before sending anything back so we can provide return instructions.

Customers are responsible for return postage costs unless the item was faulty or incorrect.

Damaged or Incorrect Items

If your order arrives damaged, missing items or containing products you did not order, please notify us within 48 hours of delivery.

We will arrange a replacement or refund once the issue is verified.

Please include photos of:

  • The damaged item
  • The packaging
  • The shipping label

This allows us to investigate with the courier and our packing team.

Refund Processing

Once we approve a refund, it will be processed to your original payment method.

Refunds typically take 3 to 7 working days to appear, depending on your bank or card provider.

Shipping fees are non-refundable unless the return is due to our error.

Cancellations

If you need to cancel an order, contact us immediately.

We can only cancel orders that have not yet been dispatched. Once an order is with the courier, it cannot be cancelled or recalled.

If the order contains perishable goods and is already dispatched, it cannot be cancelled or refunded.

Exchanges

We do not offer exchanges for food items.

For eligible non-food items, exchanges may be allowed if the product is in stock. Contact us to check availability.

Contact Us

If you have any questions or need help with a return, our team is here to support you.

Email us at hello@i-tem.co.uk and we will get back to you as soon as possible.