Return & Warranty Policy

Return & Exchange Policy

1. Order Cancellation Policy

• Before Shipment or Production: You may cancel your order at any time before the product is shipped or enters the production process. A full refund will be issued, and no cancellation fees will apply.

• After Shipment: If your order has already been shipped, it cannot be canceled. However, you may request a return after receiving the product, subject to the conditions outlined in this Return Policy.

2. Return Policy

1. Return Timeframe

You may request a return within 30 days of receiving your product.

2. Return Conditions

To protect your rights and maintain the resale value of our products, returned items must meet the following criteria:

           (i) Product Condition: Items must be unused and in the same condition as received, including original packaging. The original outbound shipping fee will not be refunded.

           (ii) Opened or Used Items:

    • If the product has been opened or used, a resale depreciation fee of 5% – 15% may apply, depending on the condition.

    • If the product is only opened but shows no signs of use or damage, a 5% handling fee may be charged to cover repackaging and original shipping costs.

    • (iii) Return Deadline: Returns will not be accepted for orders older than 30 days.

       

3. Return Process

To initiate a return, please follow these steps:

1. Prepare Documents: Keep and upload a copy of your purchase receipt or invoice.

2. Contact Customer Service: Reach out via official channels to confirm your eligibility for return and obtain the return address.

3. Ship the Item: Return the product in its original packaging (if possible) to the designated address. Shipping fees will be borne by the responsible party (see “Shipping Fees” below).

3. Important Notes

1. Customized / Personalized Products

• Customized, personalized, or specially configured products (e.g., engraved, tailored specifications) are not eligible for the 30-day no-reason return policy and are excluded from standard return terms.

2. Shipping Fee Policy

Return Reason Type

Eligible for Return

Shipping Fee Responsibility

Description

Customer-initiated (e.g., change of mind, no longer like the item)

✅ Yes

Customer pays

Shipping fees are calculated per carrier rates and paid by the customer.

Seller-related issues (e.g., damaged, wrong, missing item)

✅ Yes

INNOVV pays

If the return is due to seller error (damage, wrong item, missing parts), we will cover the return shipping cost.

📌 INNOVV will cover return shipping fees and assist you with exchanges or refunds if the issue originates from our side.

4. Refund Process

1. Item Inspection: Once we receive your returned item, we will inspect and verify that it meets the return conditions.

2. Notification: You will receive an email notification regarding the approval or rejection of your refund.

3. Refund Issuance: If approved, the refund will be credited back to your original payment method or credit card within 7 business days.

📍 Return Address (confirm with customer service for the latest address):

Support Email: info@innovv.com

Phone: +86 752 2675 250

5. Warranty Policy

5.1 Main Unit Warranty: All INNOVV products come with a 2-year limited warranty from the date of purchase.

5.2 Accessory Warranty: All accessories (e.g., mounts, cables, chargers) are covered by a 3-month limited warranty from the date of purchase.

📌 Warranty does not cover: Damage caused by misuse, accidents, unauthorized modifications, or normal wear and tear. For full terms, please refer to the product manual or contact customer service.

6. After-Sales Support Process

• If you purchased through an authorized INNOVV reseller or distributor, please contact them first for assistance.

• If they are unable to resolve your issue, feel free to reach out to the official INNOVV support team for further help.

7. Our Commitment

At INNOVV, customer satisfaction is our top priority. We are committed to providing:

1. High-Quality Products: Rigorously tested and built to last.

2. Reliable Warranty Services: Streamlined processes and fast responses.

3. Professional Customer Support: Friendly, knowledgeable, and responsive assistance.

4. Strong Technical Backing: Helping you get the most out of your products.

Your feedback drives our improvement. We’re always listening and evolving to serve you better.

8. Contact Us

For any questions, comments, or suggestions, please contact us via:

1. Live Chat: Available on our website www.innovv.com

2. Business / Support Email: support@innovv.com

3. INNOVV Forum / Community (if applicable): INNOVV Forum

4. Customer Service Email: info@innovv.com

5. Phone: +86 752 2675 250

 

📌 Friendly Reminder:

• Always confirm return eligibility and the correct return address with customer service before sending back items.

• Keep your product and its packaging in the best possible condition to ensure smooth inspection.

• Return policies may vary by region, promotion, or product type. Refer to the latest page content or consult customer service for the most accurate information.