Return Policy
Return, Refund & Replacement Policy
At INNERVA, customer satisfaction is important to us. Because all orders are processed and shipped through our fulfillment partners, please review our policy carefully before placing an order.
Order Processing & Shipping
All orders are processed and shipped by our fulfillment partners. Once an order has been processed or shipped, it can no longer be canceled.
Please allow adequate processing and shipping time based on the shipping method selected at checkout.
---
Refunds & Replacements
Refunds or replacements may be approved under the following circumstances:
Damaged Products
If your order arrives damaged, you must contact us within 30 days of delivery.
To process a claim, please provide:
- Clear photos or videos of the damaged item
- Your order number
- Packaging photos if applicable
Once approved, we may issue either:
- A replacement item, or
- A refund to your original payment method
---
Incorrect or Missing Items
If you received the wrong item or an item is missing from your order, please contact us within 30 days of delivery with:
- Photos/videos of the items received
- Your order number
Approved claims may qualify for a replacement or refund.
---
Delayed or Lost Orders
Orders may qualify for a refund or replacement if tracking shows the shipment has been stalled in transit for an extended period:
- U.S. Orders: More than 45 days after shipment
- International Orders: More than 60 days after shipment
- Brazil Orders: More than 110 days after shipment
If tracking shows your package was delivered but you did not receive it, we may require a non-delivery certificate from your local post office before a refund can be approved.
---
Order Cancellations
Orders may only be canceled before processing begins. Once processing or shipping has started, cancellations are no longer possible.
Custom, pre-order, or special-order items are non-cancelable and non-refundable once production begins.
---
Non-Refundable Situations
Refunds or replacements will not be issued for:
- Buyer’s remorse or dissatisfaction unrelated to product defects
- Incorrect shipping addresses entered by the customer
- Packages marked as delivered by the carrier without supporting non-delivery documentation
- Minor packaging damage where the product itself is unaffected
- Orders older than 90 days from shipment date
- Delays caused by customs, weather, carrier disruptions, or circumstances outside our control
---
Returns
Due to the nature of our fulfillment process and international shipping costs, we do not require physical returns for most items.
Please do not send items back without contacting us first. Unauthorized returns may not be accepted.
If a return is approved, return instructions will be provided by our support team.
---
Chargebacks & Fraud Protection
We reserve the right to deny refunds in cases of suspected fraud, abuse, or policy violations.
Submitting false claims or fraudulent chargebacks may result in order restrictions or account bans.
---
At INNERVA, customer satisfaction is important to us. Because all orders are processed and shipped through our fulfillment partners, please review our policy carefully before placing an order.
Order Processing & Shipping
All orders are processed and shipped by our fulfillment partners. Once an order has been processed or shipped, it can no longer be canceled.
Please allow adequate processing and shipping time based on the shipping method selected at checkout.
---
Refunds & Replacements
Refunds or replacements may be approved under the following circumstances:
Damaged Products
If your order arrives damaged, you must contact us within 30 days of delivery.
To process a claim, please provide:
- Clear photos or videos of the damaged item
- Your order number
- Packaging photos if applicable
Once approved, we may issue either:
- A replacement item, or
- A refund to your original payment method
---
Incorrect or Missing Items
If you received the wrong item or an item is missing from your order, please contact us within 30 days of delivery with:
- Photos/videos of the items received
- Your order number
Approved claims may qualify for a replacement or refund.
---
Delayed or Lost Orders
Orders may qualify for a refund or replacement if tracking shows the shipment has been stalled in transit for an extended period:
- U.S. Orders: More than 45 days after shipment
- International Orders: More than 60 days after shipment
- Brazil Orders: More than 110 days after shipment
If tracking shows your package was delivered but you did not receive it, we may require a non-delivery certificate from your local post office before a refund can be approved.
---
Order Cancellations
Orders may only be canceled before processing begins. Once processing or shipping has started, cancellations are no longer possible.
Custom, pre-order, or special-order items are non-cancelable and non-refundable once production begins.
---
Non-Refundable Situations
Refunds or replacements will not be issued for:
- Buyer’s remorse or dissatisfaction unrelated to product defects
- Incorrect shipping addresses entered by the customer
- Packages marked as delivered by the carrier without supporting non-delivery documentation
- Minor packaging damage where the product itself is unaffected
- Orders older than 90 days from shipment date
- Delays caused by customs, weather, carrier disruptions, or circumstances outside our control
---
Returns
Due to the nature of our fulfillment process and international shipping costs, we do not require physical returns for most items.
Please do not send items back without contacting us first. Unauthorized returns may not be accepted.
If a return is approved, return instructions will be provided by our support team.
---
Chargebacks & Fraud Protection
We reserve the right to deny refunds in cases of suspected fraud, abuse, or policy violations.
Submitting false claims or fraudulent chargebacks may result in order restrictions or account bans.
---
Contact Us
For all refund, replacement, or order support inquiries, please contact us through the Contact Us section on our website.
Please include the following information so we can assist you as quickly as possible:
-Full Name
-Email Address (so we can reply and provide instructions for submitting photos/videos if needed)
-Order Number
-Description of the Issue
Providing complete information will help us process your request faster.
We aim to respond within 1–3 business days.