Product returns

RETURNS AND REFUNDS

Your items can be returned in two cases:

• The item does not suit you: you exercise your right of withdrawal.
• The item is defective or is not the one you ordered

RIGHT OF WITHDRAWAL

You have a withdrawal period of 14 days from the day of receipt.

To return a Product you no longer want:
1. Pack the products in their original box. If you no longer have the original packaging, please take the utmost care in packaging.
2. On the delivery note or invoice, write the word "Withdrawal" AND the reason for the return.
3. Slip the delivery note or invoice into the package.
4. Close the package.
5. Write the following address on the package:
Innovations On Line Products
3, Chemin Des Etroits
31320 Vieille Toulouse
6. Hand the package to the Post Office.

We advise you to opt for a delivery method with tracking such as "Colissimo" and to keep the tracking number. Indeed, if the Post Office lost the package and you did not have proof of deposit, we would not be able to refund you.

QUALITY GUARANTEE

Your satisfaction is our priority. We strive to prepare your order with the utmost care. However:

If the item is:
• Defective (e.g., the box is damaged, the product does not work, etc.)
• Not compliant with your request (e.g., You ordered a product and you receive a different product)
We invite you to contact us to describe the anomaly.

REFUND OF RETURNED ITEMS

• If you exercise your right of withdrawal, you must send an email to customer service at the address indicated on our website, within the 14-day period to report your wish (refund) before returning your product. The shipping costs paid at the time of your order will be refunded to you if the return is due to an error on our part.
• If you use the Quality Guarantee (defective or non-compliant item), the refunded amount may include the return costs.

REFUND TIMELINE AND METHOD

Upon receipt of your product by our department, you will be refunded its price within 14 days.
The refund can be made by any means of payment (check, for example). We can also offer a credit note or an exchange. However, the consumer is free to refuse it and can claim a refund.

PARCELS IN TRANSIT

If, during the delivery of the package, an incident occurs during its transit, please submit a complaint to our customer service at the address indicated on our website, we will immediately launch checks with the carrier.

Searches and an investigation will be launched, the period can reach up to 15 business days.

After this period, if your package has not been delivered, please contact our customer service again via the previously mentioned email, a refund will then be requested and processed as soon as possible.