🔄 Returns, Refunds & Replacements — Eligibility Guidelines
Refunds, replacements, or returns are possible in the following cases:
🚚 Delivery Delays
Orders are considered delayed if they remain in “In Transit,” “Pending,” or “Expired” status for more than 60 days without tracking updates. Exceptions by destination include:
USA: Considered delayed after 45 days from shipment
Brazil: Up to 110 days due to customs regulations
Liquid items (via specific shipping methods): Up to 100 days
For pending shipments, customers are encouraged to contact their local postal office directly, especially if the address was incomplete or pickup was required.
📦 Orders Marked as Delivered but Not Received
Refunds or replacements are not available if tracking shows successful delivery. If you believe the item was not received, we require written confirmation from the local postal service verifying non-delivery, including an official stamp.
🧰 Damaged Products
Severely damaged items: Full refund or replacement
Minor damage (e.g. small scratches or creases): Partial refund or replacement
For electronics, damage must be reported within 30 days of delivery
🔄 Incorrect or Missing Items
Wrong product delivered: Full refund or replacement
Incorrect color or size with no functional impact: Refund or replacement with proof
Missing accessories: Replacement of accessories or partial refund if functionality is affected
For sizing issues, we kindly ask for photos with measurements, following our guide, to expedite processing.
❌ Order Cancellations
A full refund is possible only if the order has not yet been processed by our fulfillment center. Exceptions (non-refundable once processing starts):
Personalized items (e.g. print-on-demand)
Preorders of exclusive warehouse stock
Media services (e.g. photography or videography)
📩 Returns
Returns are generally accepted within 30 days of receipt. Due to high international shipping costs and extended transit times, we recommend returns only when necessary. Returns are at the customer’s own risk, especially regarding loss or damage during transit.
Right of Withdrawal
You have the right to withdraw from this contract within 14 days without giving any reason.
The withdrawal period is 14 days from the day on which you, or a third party designated by you who is not the carrier, took possession of the goods.
To exercise your right of withdrawal, you must notify us at Email: returns@innovagear.store with a clear declaration (e.g. by email) stating your decision to withdraw from the contract. You may use the attached sample withdrawal form, but this is not mandatory.
It is sufficient for the withdrawal deadline if you send your notice of withdrawal before the 14-day period expires.
🔁 Consequences of Withdrawal
If you withdraw from the contract, we will refund all payments received from you, including standard delivery costs (excluding any extra costs for selecting a delivery method other than the one we offer as standard), without undue delay and at the latest within 14 days from the day we receive your withdrawal notice.
Reimbursement will be processed using the same payment method used during the original transaction, unless we have expressly agreed otherwise. No fees will be charged for the refund.
We may withhold the refund until we have received the returned goods or you have provided proof of return—whichever is earlier.
You must send the goods back or hand them over to the return address we provide in our email correspondence, no later than 14 days from the day you notify us of your withdrawal.
The deadline is met if you dispatch the goods before the 14-day period ends.
You will bear the cost of returning the goods, unless they are not suitable for return by post due to their nature—in such cases, we will cover the return shipping cost.
You are liable for any loss in value of the goods only if it results from handling beyond what is necessary to establish the nature, characteristics, and functionality of the goods.
❌ Exclusions and Expiry of the Right of Withdrawal
The right of withdrawal does not apply to contracts for:
Goods that are not prefabricated and require an individual selection or customization by the consumer, or which are clearly tailored to personal requirements.
The supply of goods or services whose pricing is subject to fluctuations in the financial market beyond our control and that may occur within the withdrawal period (e.g. stocks, investment funds, foreign currencies).