Return

This Refund Policy explains the conditions under which Inov-ae accepts returns, offers exchanges, or issues refunds. It applies to all orders placed on our marketplace. By purchasing on Inov-ae, you agree to the terms below.

Request timeframe

You may request a return, exchange, or refund within a reasonable period after receiving your order. To ensure fast processing, requests should be sent as soon as possible after delivery, and no later than the timeframe stated on the product or returns page when applicable. Requests made after this period may be refused depending on the product type and order status.

Eligibility conditions

A product is eligible for a refund if it is returned in a condition that meets the following requirements: unused or in its original condition, complete with all accessories, in original packaging when necessary to preserve the product, and free from damage caused by improper handling. Some products may have specific rules (hygiene, safety, product nature) indicated on their product page.

Non-refundable items

For hygiene, safety, personalization, or regulatory reasons, certain items may be excluded from returns and refunds. If an item is non-refundable, this will be stated on its product page. Items that have been used, damaged after delivery due to misuse, incomplete, or returned without a valid reason may be refused.

Damaged, defective, or incorrect items

If you receive an item that is damaged, defective, or different from what you ordered, you must contact us immediately after delivery. We may request clear photos of the item and packaging. After verification, we will offer either a replacement or a full refund, depending on the situation and availability.

Return procedure

To start a request, contact our support team with your order number, the email used at checkout, the item concerned, the reason for the request, and photos if required. We will provide the next steps, including a return address if a return is needed. Any return sent without prior authorization may be refused.

Return shipping costs

Return shipping costs are the customer’s responsibility unless the item is defective, damaged on arrival, or incorrect. In such cases, Inov-ae covers or reimburses return shipping costs after approval. If a parcel is returned due to an incorrect or incomplete address provided by the customer, reshipping fees may apply.

Refunds

Once the return is received and inspected (or once a no-return refund is approved when applicable), the refund will be accepted or denied. If approved, it will be issued through the same payment method used at checkout. The time for the refund to appear in your account depends on your bank or payment provider, usually within a few business days.

Marketplace orders and partner sellers

Inov-ae is a marketplace, and some items are sold and/or shipped by approved partner sellers. Refund conditions may slightly vary by seller, but they remain aligned with Inov-ae standards. In all cases, our support team remains your single point of contact and will assist you throughout the process.

Cancellation before shipment

If you want to cancel an order, contact us as quickly as possible. Once an order has shipped, it can no longer be canceled and must follow the return process.

Chargebacks and disputes
Please contact our support team before filing any bank dispute. Unjustified chargebacks may lead to account suspension and an internal investigation.

Contact

For any return or refund request, please contact:
support@inov-ae.com

contact@inov-ae.com.

We are committed to handling every request seriously and providing a fair and fast solution.