RETURNS, EXCHANGES & REFUNDS

1. Purpose and Scope

This Returns, Exchanges & Refunds Policy (“Policy”) outlines the conditions and procedures under which ISA The Line (“ISA,” “we,” “us,” “our”) will accept, process, or decline requests for product returns, exchanges, and refunds initiated by the Client (“you,” “your”).

This Policy forms an integral part of ISA’s Terms & Conditions and applies to all purchases made through ISA’s website (“Site”), regardless of the Client’s location.

By placing an Order, the Client agrees to the terms set forth herein.

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2. General Principles Governing Returns

Due to the nature of our Products and the stringent hygiene and quality standards adhered to by ISA, returns are permitted only under specific, verifiable circumstances.
These include:
• receipt of a defective item,
• receipt of an incorrect item, or
• receipt of an item inconsistent with the Order confirmation.

ISA does not accept returns based on:
• change of mind,
• dissatisfaction with color variations caused by lighting or screen display,
• minor irregularities characteristic of fabric texture or production,
• general wear, handling, or misuse of the Product.

All returns are subject to strict inspection.

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3. Eligibility Requirements for Returns

To qualify for consideration under this Policy, the following conditions must be met:

3.1 Condition of the Item

Returned items must:
• be unworn, unused, and unwashed,
• be free from odors, perfume, sweat, deodorant marks, or other scents,
• show no signs of stretching, pulling, tearing, or damage,
• be free from makeup stains or body residue,
• have all original tags, trims, hygiene seals, and packaging intact,
• be in a condition suitable for resale.

ISA reserves the right to reject any returned item that does not fully comply with these requirements.

3.2 Timeframe for Return Requests

Clients must notify ISA within:
• 48 hours for missing or damaged items,
• 7 days for defective items or incorrect shipments.

Requests submitted after the allowed timeframe may be declined.

3.3 Proof Required

Clients must provide:
• the order number,
• clear photographs of the item,
• photographs of the defect or issue,
• photographs of the packaging,
• a written explanation detailing the problem.

Incomplete claims may result in processing delays or rejection.

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4. Non-Returnable Items (Strict No-Return Categories)

The following items are strictly non-returnable and non-refundable due to international hygiene standards and consumer protection regulations:
• Underwear
• Bodysuits
• Swimwear
• Socks (if applicable)
• Earrings
• Any item labeled “Final Sale”
• Gift cards or store credits (non-refundable by nature)

These restrictions apply even if the Client has not worn the item, unless the Product is verified defective upon arrival.

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5. Incorrect, Defective, or Damaged Items

ISA commits to delivering Products of high quality. In the event that an item is defective, damaged, or incorrect upon delivery:

5.1 Verification Process

ISA will require:
• clear photographic evidence of the defect or error,
• photos of the original packaging,
• a written description of the issue.

ISA may request that the item be returned for physical inspection.

5.2 Remedies Provided

Upon verifying the issue, ISA may:
• replace the Product (subject to availability),
• repair the Product (if applicable), or
• issue a refund to the original form of payment.

Refund processing times may vary based on the Client’s financial institution.

ISA is not obligated to provide compensation beyond the Product value.

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6. Exchanges (Fit, Size, or Color)

ISA does not offer direct or instant exchanges.

However, as a courtesy, where permitted by hygiene regulations and stock availability:

6.1 Exchange Procedure

Clients may:
1. Submit a request within 7 days of delivery.
2. Return the original item (subject to approval).
3. Once processed, place a new order for the desired size or item.

6.2 Conditions for Exchange Requests

Exchange requests may be refused if:
• the item shows signs of wear,
• tags or hygiene seals are removed,
• the Product belongs to non-returnable categories,
• the timeframe for requests has expired.

Shipping fees for returning and reordering are borne by the Client unless ISA error is confirmed.

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7. Return Shipping Responsibilities

7.1 Cost of Return Shipping

Unless the return is due to:
• incorrect shipment by ISA, or
• a verified defect,

the Client is responsible for:
• return shipping costs,
• any customs fees associated with the return,
• any courier fees for returning or reshipping the Product.

ISA does not reimburse shipping fees.

7.2 Lost or Damaged Return Shipments

ISA is not responsible for:
• lost return parcels,
• parcels damaged in transit,
• parcels lacking tracking information.

Clients must use a trackable courier service and retain proof of shipment.

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8. Refund Conditions

8.1 Method of Refund

Approved refunds will be issued:
• exclusively to the original payment method,
• for the Product value only (shipping fees non-refundable).

8.2 Refund Processing Time

Refunds take approximately:
• 7–14 Business Days for ISA to process, and
• additional time as required by the Client’s card issuer or bank.

ISA cannot expedite bank-side processing times.

8.3 Deductions and Adjustments

Refund amounts may be reduced if:
• the Product is not returned in its original condition,
• there is evidence of improper use or handling,
• return shipping costs are owed,
• customs or courier charges have been incurred.

ISA reserves the right to refuse or reduce refunds where conditions are not met.

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9. Order Cancellations

9.1 Pre-Dispatch Cancellations

Clients may request cancellation only if the Order has not yet been processed or dispatched.

As ISA processes orders rapidly, cancellation is not guaranteed.

9.2 Post-Dispatch Cancellations

Orders cannot be cancelled once they have been:
• processed,
• packed,
• handed over to the courier, or
• shipped.

In such cases, the Order will fall under the terms of this Policy.

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10. Refused Deliveries, Unclaimed Parcels, and Failed Delivery Attempts

If a Client refuses delivery or fails to accept the parcel after multiple attempts, the following applies:
• the parcel may be returned to ISA,
• all shipping and return costs will be deducted from any eligible refund,
• ISA may refuse a refund if the parcel is abandoned or destroyed,
• ISA may charge additional handling or restocking fees.

Repeated failed deliveries may result in account restrictions.

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11. Abuse of Return Policy

ISA reserves the right to:
• investigate suspicious return activity,
• limit return privileges,
• refuse service to Clients who misuse or abuse the Policy.

This includes, but is not limited to:
• repeated claims without evidence,
• returning worn or damaged items,
• “wardrobing” (wearing and returning),
• filing fraudulent complaints.

Any fraudulent activity may result in:
• account termination,
• blacklisting,
• legal action.

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12. Force Majeure & Exceptional Circumstances

ISA shall not be held liable for inability to process returns, exchanges, or refunds caused by events beyond reasonable control, including:
• natural disasters,
• war, political unrest,
• international border closures,
• courier strikes,
• pandemics,
• supply chain disruptions.

Timeframes for return processing may be extended during such events.

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13. Policy Amendments

ISA reserves the right to amend, revise, or modify this Policy at any time.
Updated versions take effect immediately upon publication on the Site.

Clients are encouraged to review the Policy periodically.

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14. Contact Information

For return, exchange, or refund requests, Clients must contact:

ISA The Line
Email: info@isateline.com
Domicile: Lebanon