All orders can be cancelled until they are shipped. If your order has been paid and you need to change or cancel it, you must contact us within 12 hours. Once the packaging and shipping process has started, it can no longer be cancelled.
At INNSTAR® we do not offer refunds for damaged or defective products. We send you new products instead free of charge. See our full 6 month product warranty here.
We do not issue the refund if:
- Your order does not arrive due to factors within your control (e.g. providing the wrong shipping address)
- It is the responsibility of the customer to write his/her correct address and info when purchasing an item. If the address is not entered correctly (not good address entered), it is the customer who is responsible. Therefore, there will be no returns nor refunds allowed for customers not entering the correct address.
- You received product damaged but contacted us after the 6 month product warranty period.
- We do not process refunds because your parcel did not arrive before Christmas, even if product delivery has taken more time than average shipping times. IMPORTANT: The combination of the pandemic and the high demand for freight transport during the holiday season can generate important delays in your order. Therefore, we cannot offer any refunds simply because your parcel did not arrive before Christmas (even if product delivery might be above average shipping time shown on product pages). Please take this into consideration before purchasing.
- This policy overwrites the 14 day satisfaction guarantee policy as it has nothing to do with product quality.