Return and Refund Policy
1. 30-Day Money-Back Guarantee
We offer a 30-day return policy from the date of delivery, allowing you to return your order for a full refund under the following conditions:
Eligible for Return:
- The product is unused, unboxed, and in original condition.
- All original packaging, accessories, manuals, and documentation must be included.
- The return request must be made within 30 days from the date of delivery (based on tracking information).
Non-Refundable Items:
- Damage from outside sources
- Products without sufficient proof of purchase
- Lost or stolen products
- Non quality-related issues
- Free products
- Repairs through 3rd parties
Purchases from unauthorized resellers - Damage from misuse of products (including, but not limited to: falls,extreme
- temperatures,water, operating devices improperly)
- In some cases, you may be required to include a video or photo of the defective product for proof in order to refund or replace the product.
Shipping Costs
If the return is due to quality issues (Within one month after receiving the goods) or incorrect items sent, INNOCN will cover the return shipping fee.
If the return is due to personal reasons (e.g., change of mind, incorrect purchase), the customer is responsible for the return shipping fee.
2. Return Process
Step 1: Request a Return Authorization (RMA)
Contact customer support with your order details:
- US: service@innocn.com
- Japan: service-japan@innocn.com
- EU: service-eu@innocn.com
An RMA number and return instructions will be provided within 48 hours.
Step 2: Package the Item
- Securely repackage the item in its original box with all protective materials
- Include the RMA form and proof of purchase
- Ensure all original tags and accessories are included
Step 3: Ship to Designated Facility
US Returns:
321 W Centre Park Blvd, Dock#88, DeSoto, TX 75115
International returns:
Use the address provided with your RMA authorization.
Step 4: Inspection & Refund Processing
- Upon receiving the returned item, our team will inspect it. If it meets our return conditions, a refund will be issued.
- Refunds are processed within 10 business days to the original payment method (PayPal, credit card, etc.).
Notes: Returns without prior approval will not be accepted. Shipping and handling fees are non-refundable. If the product is returned in a damaged or incomplete condition, INNOCN reserves the right to refuse a refund or deduct a restocking fee.