Refund & Return Policy | innodept12

Thank you for shopping with innodept12. We want every order to arrive safely and match what was shown on our website. This policy explains how cancellations, returns, replacements, and refunds are handled for retail orders placed directly on innodept12.com.

Quick Summary

• You may request a return within 14 calendar days of delivery.

• For a change-of-mind return, the customer is responsible for tracked return shipping to our authorized return location in China.

• If an item arrives damaged, defective, incorrect, or incomplete, please contact us promptly. After verification, we will provide an appropriate solution at no additional cost to you.

• For verified product or delivery issues, we will usually resolve the matter without requiring the item to be returned whenever practical.

• Do not send any item back before receiving return authorization and instructions from us.
  
  

1. Scope of This Policy

This policy applies to retail consumer orders placed directly through innodept12.com, including Christmas, Halloween, Nativity, Home & Garden, and other retail products sold on this website.

Wholesale, commercial, OEM/ODM, and customized bulk orders are governed by separate commercial terms and are not covered by this retail policy. Business customers should refer to the applicable agreement or contact us through enosvhome.com.

2. Return Eligibility

To request a return, contact us within 14 calendar days after the order is delivered.

For a non-defective item to qualify for return, it must be:

• unused, unaltered, and undamaged;

• complete with all included accessories, components, manuals, and inserts;

• returned in its original product packaging and protective packaging; and

• accompanied by valid proof of purchase from innodept12.com.

Products that have been used, displayed, modified, damaged after delivery, or returned with missing parts may not qualify for a full refund.

3. Change-of-Mind Returns

If you change your mind or decide that an item is not suitable, you may request a return within the 14-day return period.

• The customer is responsible for all return shipping, packaging, tracking, customs, and related return costs.

• Approved change-of-mind returns must be sent using a trackable shipping service to the authorized return location provided by our support team in China.

• International return shipping can be expensive and may in some cases approach or exceed the value of the product. We recommend checking the estimated return cost with the carrier before shipping.

• Original shipping charges are non-refundable except where reimbursement is required by applicable law.

• We do not charge a restocking fee for an eligible return.

We are not responsible for returned packages that are lost, damaged, delayed, or held by customs because of inadequate packaging, missing documents, or an untracked shipping method.

4. Damaged, Defective, Incorrect, or Incomplete Orders

Please inspect your order as soon as it arrives. If an item is damaged in transit, defective, incorrect, or missing components, contact us promptly, preferably within 7 calendar days of delivery, so that we can resolve the issue quickly. This requested reporting period does not limit any mandatory rights you may have under applicable consumer law.

Please provide:

• your order number;

• a clear description of the problem;

• photographs of the product, outer shipping carton, shipping label, and internal packaging; and

• a short video showing the issue when the product involves lights, music, movement, or another functional feature.

After reviewing the evidence, we will provide an appropriate solution, which may include:

• replacement parts or troubleshooting assistance;

• a replacement product;

• a partial refund, if you agree to keep the item; or

• a full refund.

Whenever practical, verified quality or delivery issues will be resolved without requiring the product to be returned. Please do not discard, destroy, or ship the item unless our support team instructs you to do so. If we require the return of a verified defective, damaged, or incorrect item, we will cover the reasonable authorized return cost or provide another legally appropriate solution.

5. Non-Returnable Items

The following items are not eligible for change-of-mind returns, except where required by law:

• personalized, customized, or made-to-order products;

• products that have been used, displayed, altered, repaired, or damaged after delivery;

• products missing original components, accessories, or packaging; and

• products clearly marked as final sale or non-returnable before purchase.

This section does not exclude claims for products that arrived damaged, defective, incorrect, or not as described.

6. Order Cancellations

If you need to cancel or change an order, contact us as soon as possible. We will try to honor the request if the order has not entered processing or been shipped, but cancellation is not guaranteed once fulfillment has begun.

If the order has already shipped, it must be handled under the applicable return terms in this policy.

7. Refused and Undeliverable Packages

If a package is refused, unclaimed, or undeliverable because of an incorrect or incomplete address supplied by the customer, any refund may be reduced by the actual outbound shipping, return shipping, customs, and carrier charges incurred, to the extent permitted by law.

This does not apply when non-delivery was caused by our error or the carrier's verified failure.

8. Refund Processing

For an authorized physical return, we will inspect the item after it arrives. We normally complete the inspection and initiate any approved refund within 5 business days.

Refunds are issued to the original payment method. After we initiate the refund, PayPal, card issuers, and financial institutions may require an additional 3–10 business days to post the credit to your account.

Where applicable law requires a different refund deadline or requires reimbursement of standard outbound delivery charges, we will follow that requirement. Additional charges for expedited or premium delivery are not refundable unless required by law.

9. Regional Consumer Rights

Nothing in this policy limits mandatory consumer rights that apply in the customer's country or region.

For eligible distance purchases by consumers in the European Union or United Kingdom, applicable law generally provides a 14-day cancellation period. For a change-of-mind return, the customer is responsible for direct return costs when disclosed before purchase. Where required, standard outbound delivery charges will be reimbursed. Costs associated with verified defective or non-conforming goods will be handled in accordance with applicable law.

10. How to Request Assistance or a Return

Email jay.chen@innodept12.com with your order number and the reason for your request. For damaged, defective, incorrect, or incomplete orders, include the photographs and video described above.

If a return is approved, we will send you the authorized return address and instructions. Do not send a return to our corporate office or any address shown elsewhere on the website without prior written authorization. Unauthorized returns may be refused or may not be traceable to your order.

Brand: innodept12
Legal entity: Quanzhou INNO Industrial Co., Ltd.
Support email: jay.chen@innodept12.com
Support hours: Monday–Saturday, 9:00 AM–6:00 PM (GMT+8)