Refund policy
At Fitizen we love our products and we are sure you will love them too! However, if for some reason you are not completely satisfied, we are more than happy to accept the return of any item(s) purchased from us.
30-Day Easy Returns
You have 30 days from the date of delivery, within which you can return an item. All returned items must be unworn, unwashed and in re-saleable condition with all labels intact and on the garment. Our support team will guide you through the return process.
No restocking fee charged for returns.
Return Policy Overview
Return Policy Overview: Return Window: 30 days from the day you receive your order.
Condition of returned items: Items must be returned in unworn, unwashed condition with all labels intact and on the garment - re-sale ready.
Easy Returns: We have a support team in place to deal with your return / exchange and make the process as easy for you as possible.
There is no restocking fee for returns.
Return Costs
UK Returns
We offer FREE returns and exchanges on all orders sent to the UK. Below are the simple steps to follow for your return or exchange.
USA Returns
Orders placed after 21st April 2025: Unfortunately due to changes in import taxes and tariffs we will no longer be able to cover return postage for orders placed after this date. Returns will need to be sent to our UK warehouse at the customer’s expense. Rest of World Returns policy will apply.
Rest of World Returns
We currently do not offer free returns and exchanges for orders shipped outside of the UK. You will be responsible for all return shipping costs and any applicable duties incurred on return. Make sure to complete any applicable customs forms correctly, and clearly mark the order as returned goods to avoid any additional charges when the order re-enters the UK.
For Defective or Incorrect Products
We will cover all the costs for defective or incorrect items. This is include items that have been damaged in transit by the carrier.
For Customer Remorse (Change of Mind)
The customer is responsible for the return postage costs. These are non-refundable should you decide to return an item for any reason i.e. you’ve purchased the wrong item, the item doesn’t fit or simply you’ve changed your mind.
Condition of Returned Products
All items to be returned must be returned to us in their original condition, i.e. unworn, unwashed with all labels attached (on garment where applicable) and in re-saleable condition. Items returned to us in an unacceptable condition will be returned to sender.
Sale Items
Items purchased during a sale can be returned for a refund or exchanged in the same sale price. Items must be returned in saleable condition.
How to Return an Item
Step 1 — Complete Return Information
For returns within the UK, please use the original packing slip as your return form and include information regarding the products that you wish to return or exchange. Our fulfillment partner will then process the return based off of the provided information. If you have lost your packing slip, please complete our return form in full to ensure that your return can be processed efficiently.
Step 2 — Print Returns Label
For UK returns, you can find your nearest Post Office using our returns portal. Simply follow the instructions on the page and you can return your unwanted items easily.
Step 3 — Send It Back
Follow the return shipping instructions that were provided in your return authorisation email. You can use the recommended carrier/Shipping method and we will take care of the rest.
Refund Process
Inspection: Once you have returned an item to us, we will inspect it to check that it meets our return criteria.
Return processed time: Refund will be processed within 5–10 working days from date item was received by us in full re-saleable condition.
Refund Confirmation: You will receive an email confirming when your refund has been processed or if we need to confirm any additional information from you.
Exchanges
Exchanges are available on all items within 28 days. Please contact us at info@fitizenjeans.com if you would like us to arrange an exchange for an alternative size, color or style. We can only exchange items that are currently in stock and you will receive a confirmation email when your exchange has been dispatched.
International Returns Due to Refusal to Pay Import Taxes
Imported goods are subject to Customs charges that are mandatory and the customer will be responsible for paying all import duties, taxes and fees as well as any fines for non-compliance with regulations and return postage. If the customer fails to pay any charges and the carrier returns to sender then a handling and processing fee of $50 USD will be deducted from the customers refund. The customer will receive a partial refund of 50% of the returned item’s value as the customer will also be responsible for return postage and other associated charges that Fitizen will incur as a result of the customer’s refusal of delivery.
Customs dispose of package (no refund issued).
Please note that a handling and processing fee of $50 USD will be deducted from your return refund should you choose to return an item that has been sent back to us due to refused delivery as a result of you not paying for import taxes, etc.
You will receive a partial refund of 50% of the item(s) returned value, as we will have incurred costs and charges that we will look to recover from you.
I’ll accept your order with the above stipulations and you’ll sign for the package as proof of delivery. By placing an order you agree to the above import responsibilities and charges incurred by Fitizen.
Non-Returnable Items
There are a number of products we sell for reasons of hygiene and safety which are non-returnable. Where we have detailed these in relation to individual products you will have been notified of this on the product page for that item.
Contact Information
Store Name: Fitizen
Registered Business Name: A&G Village LLC
Address: 416 Orlando Court, STE R,Boiling Springs, South Carolina 29316, United States
Email: info@fitizenjeans.com
Phone: +44 7440 077597
Customer Service Hours: Monday–Friday, 09:00–17:00 (GMT+7)
Response Time: Our customer service team aim to reply to any emails received within 1–2 business days.