Return Policy

REFUNDS  

We offer a refund/replacement if :  

  1. A) YOU WISH TO RETURN AN ITEM AND THIS FALLS UNDER THE RETURN POLICY  

  1. B) THE ITEMS ARE RECEIVED DEFECTIVE/ DAMAGED OR THE WRONG ITEMS ARE RECEIVED - Our company is committed to ensuring 100% customer satisfaction. If you have received a damaged or wrong product, please send us an email: info@innovay.nl and we will arrange for replacement of the products received.  

  1. C) ITEMS NOT RECEIVED - If items have not been received 30 days after the date of purchase, we will consider this order as lost. We are happy to issue a replacement and/ or partial refund depending on the status or scenario of this order issue.  

  

Here are some items that are not refundable or returnable:  

  • Digital products  

  • Underwear  

  • Cosmetics/Toiletries  

  • Bedding  

  • Food  

  • Flowers and plants  

  • Custom orders  

  • Single use products  

RETURN AND REPLACEMENT  

If you wish to return your item, we recommend that you send an email to info@ innovay .nl with the reason for your return and we will be happy to assist you in resolving the issue and providing you with instructions.  

The customer has the right to return the item(s) within 30 days of receipt, provided that he has received the goods:  

  • It must not show any signs of use - wear and tear  

  • The received shipment(s) is/are complete  

  • The reason for the return falls under the right of return as stated on this page.  

All items eligible for return will be subject to a 20% restocking fee, which will be deducted from the total refund amount. Customers are responsible for return shipping costs. Refunds will be issued upon receipt and approval of the return.  

FOR ORDERS OR ITEMS ELIGIBLE FOR A RETURN, A 20% RESTOCKING FEE WILL BE WITHHELD FROM THE REFUND  

  

How much is the restocking fee?  

For all items that are eligible for return, 20% of the purchase price will be deducted as storage costs. The amount that will be refunded is therefore 80% of the purchase price. Unfortunately, we have to deduct this storage to cover our internal costs. This is also stated in the general terms and conditions on our website.  

  

You will also be responsible for return shipping costs unless otherwise stated by our team.  

  

LATE ARRIVAL OF ORDER  

While we will do our best to ensure that you receive your order within 15 days of purchase, we cannot guarantee this due to unforeseen circumstances that may affect shipping and inventory. We are unable to issue refunds for items not delivered by a certain date, special occasion or holiday.  

  

Each product description states how long shipping may take. Please take this into account when placing your order.  

  

Once an order has been shipped, we can no longer cancel it.  

  

RETURN COSTS  

The costs of the return shipment are at your own expense.  

CONTACT US  

If you have any questions about how to return your order to us, please contact us at info@ innovay .nl .  

I received a defective or incorrect product. What should I do now?  

Please contact us via info@ innovay .nl . We kindly request you to provide some pictures and/or video of your received product, so we can better analyze the situation.  

Once our team has processed the information and confirmed your situation we will initiate a replacement. Unfortunately without visual evidence of defects or an incorrect item we cannot process a replacement.  

I want to return an order; what should I do?  

Our return address is international. You will need to request a returns slip from our team and fill in the necessary information on the slip. Make sure you have the track and trace code . trace number so that we can trace the article back to our warehouse.  

Do I have to return the entire order?  

No, only the items you wish to return.  

Can I exchange my shoes if the size I ordered is too small?  

We can only offer a replacement if we have accidentally sent the wrong size. If you are unsure of your size, please check the size chart on the product page.  

When can I get my money back after I return my item?  

We will only process the refund once the item has been delivered to our warehouse. It usually takes 5-7 business days for us to receive your return, depending on the logistic processes. Once the item arrives at our warehouse, we will initiate the refund within 2 business days.  

However, please take into account a possible delay at your bank of 3 to 5 working days before the money actually appears in your account.  

My order has been returned to sender in the tracker . What is the next step?  

Return to sender sometimes happens when:  

The customer has not claimed the item - The customer must contact the local courier to arrange alternative delivery. (Please note that you only have 5 working days to claim the item if you did not accept it on the first attempt).  

  

Wrong Address - The customer has not provided the correct address. This is a relatively common occurrence. We recommend that you contact your local courier/post office and collect the item using your local tracking number.  

Customers refused to pay customs/hidden charges - This happens rarely, but this situation arises beyond our control. If the courier has informed you that you need to pay customs/other charges, please contact us and we will be happy to help you resolve the issue.  

Do you have a prepaid return voucher ?  

We do not have prepaid return slips. Unfortunately, all return shipping costs are the responsibility of the customer.  

  

How can I contact your customer service?  

  

Send us an email at info@innovay.nl . We will always try to answer within 24 hours. Don't forget to mention your order number if you have a question about your order!