Return and Refund Policy

Return and Refund Policy

At Innist, we understand that purchasing furniture online can be challenging, which is why we have a comprehensive return and refund policy to ensure your satisfaction. Our goal is to provide high-quality furniture and excellent customer service. Below are the details of our policy:

1. General Guidelines

  • We are committed to addressing quality concerns, shipping damage, and any other issues you may encounter.
  • All returns must be initiated within 10 business days of delivery to qualify for a refund or replacement.
  • Please ensure all returns follow the guidelines outlined below.

2. Quality-Related Returns

  • If you experience any defects or quality concerns with your item, we offer the following solutions based on the severity of the issue:
    • Free Replacement of Accessories: We will provide free replacements for damaged or missing small parts and cover any shipping costs. If the damage to the accessory renders it unusable, we will proceed with a replacement.
    • Compensation Levels Based on Severity:
      • Minor cosmetic defects (scratches, blemishes): 5% - 10% refund.
      • Multiple cosmetic issues or minor deformations: 10% - 20% refund.
      • Substantial damage (broken components, loose parts): 20% - 30% refund.
      • Serious damage impacting usability or safety: 100% (full refund).
  • All defect claims require clear and high-resolution photos showing the full extent of the issue.

3. Structural Damage and Unusable Items

  • We accept free returns in the event of severe structural damage or if items are determined to be unusable.
    • To initiate a return for such cases:
      1. Contact us at support@innist.com within 10 business days of receiving your item.
      2. Provide your order number, detailed photographs of the damage, and a description of the issue.
    • We will arrange for the free return and replacement of the affected part(s) or the entire item.

4. Non-Quality-Related Returns

  • If you need to return an item for reasons other than defects, please follow these guidelines:
    • Returns must be initiated within 10 business days of receiving the item.
    • You are responsible for the return shipping costs and a 30% restocking fee, which will be deducted from your refund.
    • Items must be returned in new/unused condition with all original accessories and parts securely packed in the original packaging.
  • For certain items, if a return is requested without a specific reason, we may accept the return to one of our designated U.S. warehouses:
    • The customer will cover all return shipping costs.
    • A partial refund ranging from 40% to 70% will be issued based on the condition of the item after inspection at our warehouse.

5. Return Conditions

  • To qualify for a return or refund, the item(s) must meet the following conditions:
    • Be in new/unused condition.
    • Include all original accessories and parts securely packed in the original packaging.
    • Clearance items are final sale and cannot be returned unless they arrive with severe structural damage or are determined to be unusable.
  • We reserve the right to refuse returns or exchanges if items are not in like-new condition due to customer misuse or damage.

6. Return Process

  • To ensure a smooth return process, please follow these steps:
    1. Contact Us: Email our customer service at support@innist.com with your order number and a detailed description of the issue.
    2. Provide Documentation: Include clear photos or videos of the product’s condition, along with any relevant after-sales communication.
    3. Receive Return Instructions: Our team will review the documentation within 7 business days and provide return instructions if the claim is approved.
    4. Shipping: Approved returns must be sent to our specified facility using a pre-approved carrier.
  • Please note that our return address may differ from the original shipping address. Do not return any packages to the original address without first contacting us, as unauthorized returns cannot be processed, and refunds will not be issued.

7. Refund Determination

  • Refund amounts will be determined based on the provided evidence and the condition of the item upon return. Refund guidelines are as follows:
    • Minor Defects: 5% - 10% refund.
    • Moderate Defects: 10% - 20% refund.
    • Significant Damage: 20% - 30% refund.
    • Severe Structural Damage: 100% refund if the product cannot be used safely.
  • Shipping costs may not be included in the refunded amount unless the return is due to a verified quality issue.

8. Delayed Delivery Service

  • If there is a specific timeframe during which you are unable to accept delivery, please notify us before placing your order to discuss delayed delivery options.

9. Warranty

  • Our products are covered by a 6-month warranty for defects in materials and workmanship. For additional details, please refer to our separate Warranty Policy.
    • The warranty excludes normal wear and tear, including scratches and dents from regular use.
    • For warranty claims:
      1. Contact us at support@innist.com with a description of the issue.
      2. Provide photos of the defect and your order number.
    • We will determine if a replacement, repair, or refund is necessary based on the defect.

10. Final Terms

  • Innist reserves the right to make final decisions regarding all return and refund requests.
  • This policy is governed by the laws of the State of California. Any disputes will be handled in accordance with California law.