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Refund policy

InnoVista 14 - Day Return and Exchange Policy After - Sales Service Instructions

I. Scope of Application

  1. This 14 - day return and exchange policy without reason applies to all kitchen utensils and cookware products purchased on the official InnoVista website (innovistass.com).
  1. Within 14 natural days from the date of your receipt of the goods, regardless of the reason, if you are not satisfied with the purchased goods, you can apply for a return or exchange without reason in accordance with this policy.

II. Return and Exchange Conditions

  1. The goods must remain in a brand - new and unused state, with no scratches, wear, stains on the appearance, and the product functions must be intact.
  1. The original packaging should be complete, including the product box, packaging bag, protective materials, etc., and the labels, tags, instruction manuals and other accessories on the packaging should be complete, without any damage or loss.
  1. For goods that contain multiple components or accessories, all components and accessories must be returned together to ensure that the quantity and condition are the same as when purchased.
  1. If the goods have signs of use, are damaged, the packaging is incomplete, or the accessories are missing, which affect secondary sales, we may not be able to accept the return or exchange application.

III. Application Process

  1. Within the 14 - day return and exchange period, log in to innovistass.com and enter the "My Orders" page.
  1. Find the order for which you need to apply for a return or exchange and click the "Return" button.
  1. Fill in the reason for return or exchange as prompted by the system (you can choose from preset reasons or briefly describe it yourself), and select the return or exchange option according to the actual situation. If you choose to exchange, indicate the style, color, size, etc. of the goods you wish to exchange.
  1. After submitting the application, our customer service team will contact you within 1 - 3 working days through the contact information you reserved (such as email or phone) to confirm the return or exchange application information and inform you of the subsequent processing steps and precautions.

IV. Freight Bearing

  1. Returns and Exchanges for Personal Reasons: If the return or exchange is due to non - quality problems such as a change in your personal preference or an inappropriate size, the freight for returning the goods shall be borne by you. You can choose a suitable express service to return the goods to the address designated by us. When returning the goods, please be sure to keep the express waybill and the freight payment voucher for subsequent inquiry and verification.
  1. Returns and Exchanges for Quality Problems: If it is detected that the goods indeed have quality problems (such as the coating of the cookware peeling off, the parts of the kitchen utensils being damaged, etc.), we will bear the round - trip freight for the goods. When applying for a return or exchange, please describe the quality problems in detail and provide relevant photos or videos as evidence as much as possible to facilitate our quick verification and processing.

V. Refund Processing

  1. After receiving the returned goods and confirming that they meet the return and exchange conditions, we will initiate the refund process within 3 - 7 working days.
  1. The refund will be returned in accordance with your original payment method. For example, if you paid by credit card, the refund will be returned to the credit card account; if you paid through a third - party payment platform (such as PayPal, etc.), the refund will be returned to the corresponding third - party payment account.
  1. Due to the different processing speeds of different payment institutions and banks, the actual arrival time may vary slightly. Generally, you can check the refund arrival information within 1 - 3 working days after the refund is initiated. However, in some special cases (such as bank system maintenance, payment institution settlement delays, etc.), the arrival time may be extended, up to a maximum of 15 working days.

VI. Special Case Explanation

  1. If you provide false information or deliberately damage the goods to achieve the purpose of return or exchange during the application process, we have the right to reject your return or exchange application and reserve the right to pursue relevant responsibilities.
  1. Custom - made goods, goods clearly marked as non - returnable and non - exchangeable in promotional activities, and consumables that cannot be restored to their original state after being opened and used (such as some disposable kitchen utensils, etc.) do not apply to this 14 - day return and exchange policy without reason, but are still protected by our quality assurance terms. In case of quality problems, you can contact our customer service to negotiate a solution.
If you have any questions or need help during the return and exchange process, please feel free to contact us through the customer service email service@innovistass.com or customer service phone number +1 5737587943. Our customer service team will serve you wholeheartedly.