Refund policy
RETURN & REFUND POLICY
Last updated: August 2026
We really hope you love what you ordered. But sometimes you change your mind, something isn’t quite right, or a product simply doesn’t feel the way you expected it to.
Here’s how we handle it.
1. RETURNS & CANCELLATIONS
If you would like to return a product or cancel your purchase, please contact us at hello@itsjo.studio within 14 days of receiving your order.
Please include your order number and let us know which item you would like to return.
Returns and cancellations are subject to applicable consumer protection law. Nothing in this policy limits any mandatory rights available to you under applicable law.
2. RETURNING A PRODUCT
If you are returning a product because you changed your mind, you will generally be responsible for returning the product to us and for the cost of return shipping, subject to applicable law.
Please take reasonable care of the product while it is in your possession and return it, where reasonably possible, with its original packaging and any items supplied with it.
Where permitted by applicable law, we reserve the right to seek compensation if the value of a returned product has been significantly reduced as a result of its condition or use.
Before sending anything back, please contact us at hello@itsjo.studio so we can provide the relevant return instructions.
3. REFUNDS
Once a cancellation or return has been approved, refunds will be processed in accordance with applicable law and returned through the original payment method where reasonably possible.
For cancellations that are not due to a defect, non-conformity, late delivery or another breach on our part, a cancellation fee may apply where permitted by law.
For Israeli consumers, where applicable, this fee will not exceed 5% of the transaction price or NIS 100, whichever is lower.
Original and return shipping costs will be handled in accordance with applicable law and the reason for the return.
4. DAMAGED, DEFECTIVE OR INCORRECT ITEMS
If your order arrives damaged, defective, does not match what you ordered, or there is another problem for which we are responsible, please email us at hello@itsjo.studio as soon as reasonably possible.
Include your order number, a short description of the issue and, where helpful, photographs of the product and packaging.
We will review the issue and work with you to provide an appropriate solution, which may include replacement, refund or another remedy as required by applicable law.
Where cancellation is due to a defect, non-conformity, failure to deliver on time or another circumstance for which applicable law places responsibility on us, no cancellation fee will be charged and the return of the product will be handled in accordance with applicable law.
5. EXCHANGES
Because many It’s Jo products are produced in small quantities, we cannot guarantee that another unit or design will be available for exchange.
If you would like to exchange something, contact us at hello@itsjo.studio and we’ll check what is available.
Where an exchange is not possible, we’ll discuss the available alternatives with you.
6. PERSONALIZED OR MADE-TO-ORDER PRODUCTS
Certain personalized or specially made products may be subject to different cancellation and return rules where permitted by applicable law.
If a product is personalized or made specifically according to a customer’s individual requirements, any applicable return restrictions will be clearly stated on the relevant product page before purchase.
Nothing in this section limits a customer’s rights in relation to a defective or non-conforming product.
7. INTERNATIONAL ORDERS
For customers outside Israel, mandatory consumer rights applicable in the customer’s jurisdiction may also apply.
Nothing in this policy is intended to limit rights that cannot legally be excluded or restricted.
Please note that customs duties, import taxes and other charges imposed by local authorities are generally outside our control. Their refundability, if any, is determined by the relevant authority.
8. SOMETHING JUST DOESN’T FEEL RIGHT?
And then there are the things that don’t fit neatly into a returns policy.
If you received something and were simply disappointed — with the quality, the experience, or something that just didn’t feel the way you expected — talk to us.
Even if you’re not sure it technically qualifies as a return.
It’s Jo is a boutique brand and there are actual humans on the other side of the email. If something doesn’t feel fair, we want to know about it, and we’ll do our best to find a solution that feels fair to both sides.
9. HOW TO CONTACT US ABOUT A RETURN OR CANCELLATION
Email: hello@itsjo.studio
Phone: +972-54-2400113
It’s Jo Ltd.
Company No. 300734134
91 Galim, HaBonim, Israel
For consumers in Israel, this policy is subject to the Israeli Consumer Protection Law, 5741–1981 and regulations made under it. Nothing in this policy limits any right granted to a consumer by law.