Return
This Refund Policy explains how Inov-ae handles returns, exchanges and refunds for purchases made on our marketplace. By placing an order on Inov-ae, you agree to the conditions described below.
Scope of the Policy
This policy applies to all products purchased through the Inov-ae marketplace, whether they are sold directly by Inov-ae or by approved partner sellers. In case of any difference between a seller’s specific terms and this policy, Inov-ae will always aim for the most fair and transparent solution for the customer.
Return and Refund Timeframe
You may request a return, exchange or refund within fourteen (14) days from the date you receive your order. Requests should be submitted as soon as possible after delivery so they can be processed efficiently. Any request made after the fourteen-day period may be refused, depending on the type of product, its condition and the status of the order. Some categories may offer an extended return period when this is clearly stated on the product page.
Eligibility Conditions
To qualify for a refund, an item must be returned in a condition that allows it to be resold. This generally means that the product is unused or in its original condition, that all accessories or components received in the parcel are included, and that the packaging is preserved when necessary to protect the product. The item must not show signs of damage caused after delivery, improper handling, or use that does not comply with the instructions. Certain categories, such as hygiene, health or intimate products, may have stricter conditions that are specified on their product pages.
Non-Refundable Items
Some items cannot be returned or refunded. This includes, in particular, products that have been clearly identified as non-returnable before purchase, goods that have been used or opened when hygiene or safety rules require sealed packaging, personalized or custom-made items created specifically for the customer, and products that have been damaged after delivery due to misuse or inappropriate storage. Items that are incomplete or missing essential parts may also 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 our support team as soon as possible and no later than seventy-two (72) hours after delivery. You may be asked to provide clear photos or videos of the product and packaging so that we can verify the issue. After review and confirmation of the problem, we will offer an appropriate solution, which may be a replacement, an exchange or a full refund depending on stock availability and the nature of the defect.
Return Procedure
To start any return or refund process, you must contact Inov-ae customer support and provide the order number, the email address used at checkout, the products concerned and a short explanation of the reason for the request. When visual proof is required, such as photos or videos, you will be informed by our team. Once the request is approved, you will receive instructions and, where a physical return is necessary, the address to which the product must be sent. Any parcel returned without prior authorization or not following the provided instructions may be refused and returned to the sender.
Return Shipping Costs
When the return is due to a change of mind, an incorrect selection, or any reason not related to a defect, the customer is responsible for the shipping costs of the return. When the item is confirmed to be defective, damaged on arrival or incorrect compared to the order, Inov-ae or the partner seller will cover or reimburse the reasonable return shipping costs after validation of the case. If a parcel is returned to us due to an incorrect, incomplete or outdated address provided at checkout, additional shipping or reshipping fees may be charged.
Refund Processing
Refunds are processed in 3 days. Once the returned product is received and inspected, or once a no-return refund is explicitly approved when a physical return is not required. If the request is accepted, the refund is issued using the same payment method used at checkout, unless a different solution is agreed with the customer. Processing times may vary depending on the bank or payment provider, but refunds generally appear on the account within a few business days after being issued by Inov-ae.
Marketplace Orders and Partner Sellers
Inov-ae operates as a marketplace and works with selected partner sellers. While each seller must comply with our quality and service standards, some operational details, such as handling times or local return addresses, may vary. Whatever the case, Inov-ae customer support remains your primary point of contact. We coordinate with the relevant seller and manage the communication so that you do not have to deal with multiple parties.
Order Cancellation Before Shipment
If you wish to cancel an order, you must contact us as quickly as possible after placing it. Orders that have not yet been prepared or shipped may be canceled, depending on the status of processing. Once an order has been handed over to the carrier or marked as shipped, it can no longer be canceled and must follow the standard return and refund procedure described in this policy.
Chargebacks and Payment Disputes
Before opening a dispute or chargeback with your bank or payment provider, we strongly recommend that you contact our support team. Most issues can be resolved faster and more clearly directly with us. Unjustified or abusive chargebacks may lead to temporary suspension of your account and an internal review of the transaction history to protect both our customers and our marketplace.
Contact
For any questions about this policy, or to submit a return, exchange or refund request, you can contact us at the following addresses: contact@inov-ae.com. Our team is committed to handling every request seriously and providing a fair, transparent and timely solution.
