Refund Policy | Innovista International

Refund Policy

Last Updated: July 2025

IMPORTANT REFUND INFORMATION

At Innovista International, we stand behind the quality of our wholesale products. Please review this policy carefully before requesting a return or refund.

1. Eligibility for Returns

To be eligible for a return, your item must meet the following criteria:

  • Unopened and in original packaging with all seals intact
  • In resalable condition (not used, damaged, or altered)
  • Return requested within 30 days of delivery date
  • Accompanied by the original packing slip or invoice
  • Not a special order, custom, or clearance item

BEAUTY PRODUCTS NOTE

For health and safety reasons, opened beauty products cannot be returned unless defective. Unopened products must have intact factory seals.

2. Return Process

2.1 Initiating a Return

  1. Contact our customer service at returns@innovistainternational.com to obtain a Return Authorization (RA) number
  2. Clearly mark the RA number on the outside of your return package
  3. Ship items to the address provided with your RA number

2.2 Return Shipping

  • Customer is responsible for return shipping costs
  • We recommend using a trackable shipping service
  • Innovista is not responsible for items lost or damaged in return transit

3. Refund Processing

3.1 Refund Timeline

  • Allow 5-7 business days for us to receive your return
  • Allow 3-5 business days for inspection and processing
  • Refunds will be issued to the original payment method within 10 business days after approval

3.2 Refund Amounts

  • Standard returns: Refund minus 15% restocking fee
  • Defective/damaged items: Full refund including original shipping costs
  • Incorrect shipments: Full refund including return shipping costs

WHOLESALE ACCOUNT CREDIT OPTION

Preferred wholesale customers may opt for account credit instead of refund, which will not incur the 15% restocking fee.

4. Non-Returnable Items

The following items cannot be returned:

  • Special order or custom manufactured products
  • Clearance or final sale items
  • Opened beauty/personal care products
  • Products damaged due to misuse or improper storage
  • Perishable goods or chemicals with limited shelf life

5. Damaged or Defective Products

If you receive a damaged or defective product:

  1. Notify us within 5 business days of delivery
  2. Provide photographic evidence of the damage/defect
  3. We will arrange for replacement or refund at our discretion

6. International Returns

  • Customer is responsible for all customs/duties on returned items
  • Original shipping costs are non-refundable
  • Mark package as "Returned Goods" to avoid additional duties

7. Contact Information

Innovista International Returns Department
Email: admin@innovistainternational.com
Phone: +1 (727) 613-9353 (Returns Line)
Hours: Monday-Friday, 9AM-5PM EST

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