Refund policy

Thank you for shopping at innodept12! We take immense pride in the quality of our seasonal decorations and consumer products. If you are not entirely satisfied with your purchase, we are here to help you resolve the issue under our transparent return and refund guidelines.

1. Returns & Refunds for Retail Purchases (Seasonal Village & Neon Sign)

The standard policy below applies to retail consumer orders placed directly through our online store (such as the Seasonal Village collection and Neon Sign):

• 30-Day Return Window: You have 30 calendar days from the date you received your item to initiate a return request.

• Return Conditions: To be eligible for a return, your item must be unused, unaltered, and in the same pristine condition that you received it. It must also be kept in its original commercial packaging.

• Damaged or Defective Items (Quality Issues): If your retail product arrives damaged during transit or has manufacturing defects, please contact us immediately within 48 hours of delivery with photographic or video proof. Upon verification, we will issue a full refund or dispatch a brand-new replacement entirely at our expense (including return shipping costs, if any).

• Customer Remorse / Non-Quality Returns: If you wish to return an item due to a change of mind or personal preference (non-defective items), the item must still meet the original packaging criteria, and the return shipping freight costs will be the responsibility of the customer.

• How to Process a Retail Return: 1. Contact our customer service support via jay.chen@innodept12.com with your original order number. 2. Once approved, our team will provide you with the authorized return warehouse address. 3. Securely pack the item and share the return tracking number with us.
  
  

2. Cancellation & Refunds for Commercial Bulk Orders (Wholesale)

As a direct manufacturing facility, our commercial volume wholesale and custom OEM/ODM production orders do not fall under the standard retail consumer return guidelines.

• Custom Production Exclusions: Once mass production has formally commenced following sample approval and contract sign-off, bulk orders cannot be canceled, and non-quality-related returns are not accepted due to the custom commercial nature of the goods.

• Strict Quality Control Assurance: We strictly adhere to factory inspection standards prior to loading (FCL/LCL). In the rare event that any commercial batch falls short of your signed-off specification sheet, claims must be formally filed within 15 days of cargo arrival at the destination port. Compensation, reproduction, or balance deductions will be executed swiftly according to our primary commercial sales contract agreements.
  
  

3. The Refund Process (Where's My Money?)

Once we receive your returned retail package at our designated facility, our logistics team will inspect the item and notify you of the status.

• Approval & Timeline: If your return is approved, we will immediately initiate a refund to your original method of payment (e.g., your PayPal account or Credit Card gateway).

• Credit Processing: You will see the credit reflection typically within 3 - 7 business days, depending on your payment merchant's specific processing policy.
  
  

4. Return Contact & Warehouse Information

To initiate any consumer returns or commercial claim inquiries, please contact our administrative team below:

• Brand Name: innodept12

• Legal Entity: Quanzhou INNO Industrial Co., Ltd.

• Authorized Corporate Office / Return Address: NO.18 Fengshun RD., Beifeng Street, Fengze District, Quanzhou City, Fujian Province, China

• Business Inquiry Email: jay.chen@innodept12.com

• Support Hours: Monday to Saturday, 9:00 AM – 6:00 PM (GMT+8)