1. General Policy

We want you to love your order. Due to the nature of certain products and international shipping, the following return and refund policy applies.

• EU / UK Customers: You have the right to withdraw from your purchase within 14 days of receiving the item, without giving any reason.
• US and other regions: Returns for non-quality reasons are accepted only as stated below. Where local laws require a right of return, local law applies.

2. Order Cancellation

You may cancel your order within 24 hours of placing it. After 24 hours, cancellation may be denied if:

• The parcel has already been shipped, or
• We have already begun customization (e.g., printing logos, engraving, personalization)

To request a cancellation, contact us at innovatesupplier@gmail.com with your order number.

3. Wrong or Defective Items

If you receive a wrong item or a defective product, contact us within 7 days of delivery at innovatesupplier@gmail.com with:

• Order number
• Name associated with the order
• Photos or video clearly showing the issue

We will respond within 1-2 business days.

4. Quality Issues (Defects)

A quality issue means:

• The item is broken or malfunctioning
• The item significantly deviates from the product description (e.g., wrong color, wrong size, missing key feature)

The following are NOT considered quality issues:

• Minor variations in handmade products
• Scent, color preference, or subjective feel
• Normal differences between product photos and actual items due to lighting or screen settings

5. Options for Quality Issues (Our Fault)

If we confirm a quality issue or wrong item on our side, you may choose one of the following:

• Replacement: Will be sent together with your next order
• Discount on next order: A reasonable discount code (to be agreed based on the issue)
• Refund: Issued after we receive the returned item

Even for quality issues, you are responsible for the return shipping cost (unless we provide a prepaid label). We strongly recommend using a trackable shipping service, as we cannot process refunds for lost returns.

Once we receive and inspect the returned item, we will issue a refund to your original payment method within 5-7 business days.

6. Non-Quality Returns (Change of Mind, EU/UK only)

If you are in the EU or UK and simply changed your mind:

• Notify us within 14 days of receiving the item
• Return the item within another 14 days
• You are responsible for all return shipping costs
• The item must be unused, unopened, and in original packaging

Refund will be issued after we receive the return, minus any shipping costs we incurred (if free shipping was provided).

7. Customized Products

Customized products (e.g., items with your logo, name, or personal details) cannot be returned or exchanged unless there is a confirmed quality issue on our side. By ordering a customized product, you acknowledge and accept this policy.

8. Non-Returnable Items

The following items are final sale and cannot be returned for non-quality reasons:

• Opened or used personal care / beauty products
• Intimate items (for hygiene reasons)
• Gift cards

9. Dispute Resolution

If a dispute is raised through a third-party platform (e.g., PayPal, credit card chargeback):

• We will provide order details, product descriptions, and communication records
• This Return and Refund Policy applies to all disputes
• We comply with applicable local consumer laws (e.g., EU Consumer Rights Directive, UK Consumer Rights Act)

10. Final Note

By placing an order on innovate.beauty, you confirm that you have read, understood, and agreed to this Return and Refund Policy.