Refund policy
Purchases from Inova Professional LLC ("we," "us," or "our") fall into two categories — retail purchases and professional purchases made through a Pro Account — with different return terms for each.
If you received the wrong item or your order arrived damaged, see "Wrong Items, Shipping Damage, and Fulfillment Errors" below. If your product is defective, isn't performing as expected, or you suspect it's from a bad batch, see "Product Quality Claims" instead. Both are handled separately from an ordinary return.
A. Retail Product Returns
Retail products are generally not eligible for return or refund because you changed your mind, no longer want the item, or it isn't the right fit for you. We may approve an exception at our discretion. A defective or damaged product is not an ordinary return — see "Product Quality Claims" below.
B. Professional / Pro Account Product Returns
Returns of professional products purchased through a Pro Account are considered on a case-by-case basis, at our discretion, based on the circumstances and the condition of the product. To request a return, contact us within 14 days of delivery. Submitting a request does not guarantee that a return will be approved.
C. Terms of an Approved Ordinary Return
If we approve a return under Section A or Section B:
- You are responsible for the cost of return shipping.
- A restocking fee of up to 20% may apply, at our discretion.
D. Wrong Items, Shipping Damage, and Fulfillment Errors
If you receive the wrong item, or your order arrives damaged in shipping, contact us as soon as possible so we can make it right. This is not treated as an ordinary return, and it is handled separately from a product-quality claim.
E. Product Quality Claims
Defective, Not-Performing, or Suspected Bad Batch
This is handled separately from an ordinary return. If you believe a product is defective, isn't performing as expected, or may be from a bad batch, contact us — normally within 30 days of delivery, though we may review a legitimate claim reported later depending on the circumstances.
We may ask for your order number, photos of the issue, a description of the problem, the batch or lot number if available, additional information, and/or the product itself for inspection.
After reviewing the claim, we will determine the appropriate resolution based on the circumstances. The restocking fee described in Section C does not apply to a verified defect or bad-batch claim.
F. Final Sale Items
Gift cards are final sale and are not eligible for return or refund. Any other product specifically identified as Final Sale on its product page at the time of purchase is also not eligible for return or refund.
G. Requesting a Return or Reporting an Issue
Contact us at inova@inovaprofessional.com with your order number and the relevant details before sending anything back. Prior authorization is required for all returns.
If your return or claim is approved, we'll provide return instructions and the correct return address directly to you. Products sent back without prior authorization may not be accepted.
