Return shipping costs are at the expense of the customer. We are not responsible for the loss or delay of packages being returned and suggest using a shipping service that provides a tracking number and insurance. Any exchange will be sent back to you FREE of charge. If the item being returned is faulty Okito Brand will credit a standard cost of shipping back to the customer. If you believe your item is faulty, you must contact email@example.com explaining the fault. We will deem the item faulty at our discretion under our warranty policy. If the item has been misused, or the care instructions have not been followed you will not be eligible to claim the item as faulty. If your item is indeed faulty, we offer a store credit.