At INNOTIER, we strive to ensure that our customers are completely satisfied with their purchases and are protected through our antimicrobial technology. However, due to the nature of certain items, we have established the following exchange policy:

Non-Exchangeable or Non-Returnable Items

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

• InnoShield Masks
• Underwear*
• Socks
• InnoTouch Gloves

*For hygiene and safety reasons, underwear is uneligible for exchange or return even if is not opened or used. We apologise for the inconvenience. 

General Exchange or Return Policy

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

To be eligible for an exchange, items must be unused, in their original condition, and include all original packaging.

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

How to Initiate an Exchange

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

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

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

Exchange Process

If your exchange is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting an exchange will not be accepted.

In special cases where you're eligible for a return, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.

If more than 15 business days have passed since we’ve approved your exchange/refund, please contact us at info@innotier.com or +852 9269 1279 (WhatsApp)

Additional Information

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