Return & Exchange Policy
At Innoventoys, we want every customer to feel confident when shopping with us. If you receive a defective, damaged, or incorrect item, or if you need to request a return or exchange, please review our policy below.
1. Eligibility
Return requests must be submitted within 7 days after receiving the goods.
Exchange requests must be submitted within 15 days after receiving the goods.
Returns or exchanges may be accepted under the following circumstances:
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The product has a confirmed quality defect
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The wrong item was shipped
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The product arrived severely damaged
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The packaging was seriously damaged during shipping and affected the product
To be eligible for a return or exchange, returned products must include the original packaging, accessories, manuals, gifts, and all included parts.
Products must be unused and in resalable condition, except in cases involving confirmed quality issues, wrong items, or shipping damage.
2. Non-Quality-Related Returns or Exchanges
For returns or exchanges not caused by product quality issues or our error, such as:
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Customer ordered the wrong model, color, or quantity
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Customer changed their mind
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Product is no longer needed
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Personal preference
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Product does not meet personal expectations but is not defective
The customer is responsible for:
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Return shipping costs
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Reshipping costs for exchanges, if applicable
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Customs duties
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Import taxes
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Clearance fees
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Any additional fees charged by customs, courier, or local authorities
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Any restocking fees, if applicable
Original shipping fees, customs duties, import taxes, clearance fees, and related service charges are non-refundable unless the return is caused by a confirmed product quality issue or our mistake.
3. How to Request a Return or Exchange
To request a return or exchange, please contact our customer service team with the following information:
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Order number or invoice number
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Product name and quantity
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Reason for return or exchange
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Clear photos or videos showing the issue, if applicable
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Shipping address and contact details
Please do not send any product back without contacting us first. Returns or exchanges sent without prior approval may not be accepted.
4. Review and Confirmation
We will review your request within 2 business days after receiving the required information.
After review, we will inform you of the decision:
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Approved
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More information required
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Rejected
If your request is approved, we will provide the return instructions and designated return address.
Please note that the return address may be different from the original shipping address.
5. Return Shipment
Once your return or exchange request is approved, please send the product back to our designated address within 7 days.
Returned products must be carefully packed to avoid damage during shipping.
Please include a return note inside the package with the following information:
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Order number
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Contact name
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Email address
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Reason for return or exchange
For returns or exchanges not caused by our fault, the customer is responsible for the return shipping cost and any related customs, tax, clearance, or courier fees.
For confirmed quality issues, wrong items, or shipping damage caused by our side, we will provide further support and may cover the return or replacement shipping cost where applicable.
6. Inspection and Resolution
After we receive the returned product, we will complete the inspection within 5 business days.
If the return is approved after inspection:
For returns, the refund will be processed to your original payment method within 7 business days.
For exchanges, the replacement item will be shipped after the returned product has been inspected and approved. A new tracking number will be provided once available.
If the returned product is not eligible:
We will contact you to explain the reason. You may choose to have the product shipped back to you at your own cost, or you may choose to dispose of it.
7. Customs Duties, Taxes, and Clearance Fees
For international orders, customs duties, import taxes, clearance fees, brokerage fees, or other local charges may be required by your country or region.
These fees are not included in the product price or shipping fee unless clearly stated at checkout.
The customer is responsible for any customs duties, import taxes, clearance fees, or related charges required by local customs authorities.
If a return or exchange is not caused by a product quality issue or our mistake, the customer is also responsible for any customs duties, import taxes, clearance fees, or related charges that occur during the return or exchange process.
8. Refused, Unclaimed, or Undeliverable Packages
If a package is refused, unclaimed, returned due to unpaid customs fees, an incorrect shipping address, an incomplete address, or failure to complete customs clearance, the customer may be responsible for:
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Original shipping cost
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Return shipping cost
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Customs duties
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Import taxes
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Clearance fees
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Courier handling fees
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Any additional charges caused by the return
Refunds, if applicable, will be processed after the returned package is received and inspected. Any related costs may be deducted from the refund amount.
9. Special Notes
Custom-made products, personalized products, and bulk custom orders are not returnable or exchangeable unless a confirmed quality issue exists.
Promotional, clearance, or final-sale items may not be eligible for return or exchange unless stated otherwise on the promotion page or required by applicable law.
Items that have been used, damaged by the customer, altered, washed, or returned without original packaging may not be eligible for a refund or exchange.
10. Order Cancellation
If you need to cancel your order, please contact us as soon as possible.
If the order has not been processed or shipped, we will do our best to cancel it.
If the order has already been shipped, it cannot be canceled and must follow our return process.
11. Contact Us
For return or exchange inquiries, please contact us at:
Email: lilychen06188@gmail.com
Please include your order number so we can assist you more quickly.