Refund policy

At INNOTIER, we are committed to your satisfaction and to protecting you through our advanced antimicrobial technology. To ensure clarity and fairness, please review our return and exchange policy below.

Non-Exchangeable & Non-Returnable Items

The following items are considered intimate products and cannot be exchanged or returned once opened:

• InnoShield Masks
• InnoTouch Gloves
• Slippers*
• Socks*
• Towels*
• Underwear*

For hygiene reasons, items marked with *  are not eligible for exchange or return, even if they remain unopened.

 

Packaging Note

Due to the 100% compostable nature of our packaging, breakdown over time is expected. We offer exchanges for this condition, but returns are not available.

 

Exchange or return period

Customers have 7 days from the date of purchase to initiate an exchange or return for eligible items.

 

Condition of items

To be eligible for an exchange, items must be:

• Unused
• In their original condition
• Including all original packaging, tags, and accessories

Receipt requirement

A valid receipt or proof of purchase is required to process any exchange.

How to Initiate an exchange or return

1.Contact Us

Please reach out to our customer service team at info@innotier.com or +852 9269 1279 (WhatsApp) within 7 days of your receiving to initiate the process.

2.Prepare Your Return

Ensure that the item is in its original packaging and includes all tags and accessories.

3.Ship Your Return

Follow the instructions provided by our customer service team to send back your eligible items.

Note: Items sent back to us without first requesting an exchange will not be accepted.

 

Refunds

Once we receive and inspect your return, you’ll be automatically refunded on your original payment method within 10 business days.

 

Shipping cost

• Shipping costs for exchanges or returns are non-refundable
• The customer is responsible for return shipping costs
• For exchanges, the reshipping cost of the new item is also covered by the customer

We reserve the right to refuse exchanges or returns that do not meet the above criteria.

If you have any questions regarding our exchange or return policy, please do not hesitate to contact our customer service team. Stay safe!