Refund policy

Return & Refund Policy

 

At INNOVORA, we want you to be happy with your purchase. If there is an issue with your order, please contact us and we will do our best to resolve it.

1. Returns & Cancellation Rights

For eligible purchases, customers in the UK may have the right to cancel their order within 48 Hours receiving the goods, without needing to provide a reason.

These cancellation rights may not apply to certain products or circumstances where an exception under applicable law applies.

Nothing in this policy affects your statutory consumer rights.

2. Returning an Item

If you wish to return an eligible item, please contact us first at:

Email: info@innovora.com

Please include:

  • Your order number

  • The reason for the return

  • Your name and contact details

  • Photos of the product, where relevant

Please do not send a return to the supplier or any address shown on the product packaging without contacting us first.

We will provide the appropriate return instructions after reviewing your request.

3. Return Shipping Costs

Where you are exercising a statutory cancellation right because you have changed your mind, you may generally be responsible for the direct cost of returning the goods, unless we have agreed otherwise or applicable law requires us to cover the cost.

Where an item is faulty, damaged, defective, or incorrect, INNOVORA will work with you to provide an appropriate remedy in accordance with your statutory consumer rights.

4. Damaged, Defective or Incorrect Items

If your order arrives damaged, defective, or you receive the wrong product, please contact us as soon as reasonably possible.

Please provide:

  • Your order number

  • A description of the issue

  • Clear photographs or video showing the problem, where appropriate

We may request additional information to help us investigate the issue with our fulfilment partner.

Depending on the circumstances and applicable consumer law, we may offer a replacement, repair, refund, or another appropriate remedy.

5. Refunds

Once your return or refund request has been approved, we will process the refund to the original payment method where possible.

For eligible cancellations, refunds will generally include the standard outbound delivery charge paid by the customer, where required by applicable law. If the customer selected a more expensive delivery option than our least expensive standard delivery method, the additional cost may not be refundable where permitted by law.

Refund processing times may vary depending on the payment provider or bank.

6. Products Returned in an Unacceptable Condition

If you are returning an item because you have changed your mind, you may be responsible for any reduction in the item's value caused by handling beyond what is reasonably necessary to inspect its nature, characteristics and functionality.

This does not affect your statutory rights in relation to faulty, defective, damaged, or incorrectly supplied goods.

7. Non-Returnable Items

Certain products may be excluded from cancellation or return rights where an applicable legal exception applies, such as:

  • Products made to the customer's specifications or clearly personalised

  • Sealed goods that are not suitable for return for health protection or hygiene reasons once unsealed

  • Goods that are liable to deteriorate or expire quickly

  • Other products where an applicable legal exception applies

Any applicable exception will be communicated where relevant.

8. Order Cancellation Before Dispatch

If you wish to cancel an order before it has been dispatched, please contact us as soon as possible at info@innovora.com.

We will make reasonable efforts to stop the order before fulfilment. However, once an order has entered processing or has been dispatched, cancellation may no longer be possible and the applicable return/cancellation process may apply.

9. Lost or Undelivered Orders

If your order does not arrive within the expected delivery timeframe, please contact us at info@innovora.com with your order number.

We will investigate the shipment with our fulfilment and delivery partners and work with you toward an appropriate resolution in accordance with applicable law.

10. Contact Us

If you have any questions regarding returns or refunds, please contact us:

Email: info@innovora.com
WhatsApp: +91 7055984642

INNOVORA