Return & Refund Policy

At Innoventoys, we want every customer to feel confident and happy with their purchase. If you are not completely satisfied with your order, please read our return and refund policy below.

Return Window

We accept return requests within 30 days after the order is delivered.

To be eligible for a return, the item must be:

• Unused and in its original condition

• In the original packaging

• Complete with all accessories, manuals, tags, and parts

• Accompanied by proof of purchase or order number

Items that have been used, damaged by the customer, altered, washed, or returned without original packaging may not be eligible for a refund.

Non-Quality-Related Returns

If you wish to return an item for reasons not related to product quality, such as:

• Changed your mind

• Ordered the wrong item

• No longer needed the product

• Personal preference

• Product does not meet personal expectations but is not defective

The customer is responsible for:

• Return shipping costs

• Customs duties

• Import taxes

• Clearance fees

• Any additional charges required during the return process

Please note that the original shipping fee, 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.

Quality Issues, Damaged Items, or Incorrect Items

If your item arrives damaged, defective, or incorrect, please contact us within 7 days of delivery.

Please provide:

• Your order number

• Clear photos or videos showing the issue

• A brief description of the problem

• Photos of the packaging if the item arrived damaged

Once we receive your request, our team will review the issue and provide a suitable solution, which may include a replacement, refund, return, or other support depending on the situation.

If the issue is confirmed to be caused by product quality, shipping damage, or our mistake, we will provide further instructions and may cover the return or replacement shipping cost where applicable.

Customs Duties, Taxes, and Clearance Fees

For international orders, customs duties, import taxes, clearance fees, or other local charges may be required by your country or region.

These charges 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 package is delayed due to customs clearance, we recommend contacting your local customs office or courier for assistance.

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:

• Original shipping cost

• Return shipping cost

• Customs duties

• Import taxes

• Clearance fees

• 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.

How to Start a Return

To request a return, please contact us through our Contact Us page or email our customer support team.

Please include:

• Your order number

• The item you would like to return

• The reason for return

• Photos or videos if the product has an issue

Please do not send any item back without contacting us first. Returns sent without prior approval may not be accepted.

Return Address

The return address will be provided after your return request is approved.

Please note that the return address may be different from the original shipping address. Customers must contact us before returning any item.

Refunds

Once we receive and inspect your returned item, we will notify you whether your refund has been approved.

If approved, the refund will be issued to your original payment method.

Please allow 5–10 business days for the refund to appear in your account, depending on your bank or payment provider.

Non-Refundable Items and Fees

The following items or fees may not be refundable:

• Original shipping fees

• Customs duties

• Import taxes

• Clearance fees

• Return shipping costs for non-quality-related returns

• Items that have been used, damaged, altered, washed, or returned without original packaging

• Gift cards or promotional items, if applicable

Exchanges

If you would like to exchange an item, please contact us first.

Exchanges are subject to product availability. If the requested item is unavailable, we may offer a refund or alternative solution.

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.

Contact Us

If you have any questions about returns, refunds, damaged items, or your order, please contact us through our Contact Us page.

Please include your order number so we can assist you more quickly.