Refund policy

We stand behind every Innovio product we ship. Your satisfaction matters to us — here's how we handle it.

Damages and Issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue and make it right. Claims must be submitted within 30 days of receiving your order. To submit a claim, please email us at contact@goinnovio.com with your order number and clear photo or video evidence of the damage or defect.

Refunds & Replacements

We will review your claim within 2 business days of receiving it. If approved, we'll offer you the choice of a replacement unit or a full refund to your original payment method — whichever you prefer. Refunds are processed within 10 business days of approval; please allow additional time for your bank or credit card company to post the payment.

We are only able to process refunds or replacements for items that arrive damaged, defective, or incorrect. Items showing signs of misuse, improper assembly, or damage caused after delivery are not eligible for a refund or replacement. We're unable to accept returns for change of mind — but if something isn't right, please reach out to us at contact@goinnovio.com and we'll do our best to find a fair resolution.

Late or Missing Refunds

If you haven't received your refund within 10 business days of approval, we recommend first rechecking your bank account and contacting your credit card company, as processing times can vary. If you've done both and still haven't received your refund, please contact us at contact@goinnovio.com and we'll look into it right away.