Thank you for choosing Innocruise. We guarantee that all products are strictly tested by our quality control team before delivery. If you have any issues after receiving your order, please contact us at sales@innocruise.de.
Return Guarantee
We offer a 30-day return policy: You have 30 days from the date of delivery to request a return or exchange.
-
If the product has a quality issue, you may request a return or exchange at any time during the 2-year warranty period. Innocruise will cover the return shipping cost and provide a prepaid return label.
-
If there is no quality issue, you may still return the product within 30 days, but you will be responsible for the return shipping costs. The product must be unused, in its original condition and packaging. We will refund the product price only (excluding shipping costs).
-
Returns without quality issues are not accepted after 30 days.
Note: After two years from the date of delivery, only warranty service is available. Refunds, returns, and exchanges are no longer supported. Please refer to our warranty policy for more details.
Return and Refund Conditions
-
Valid proof of purchase is required (e.g. order number, confirmation email).
-
All returns must be pre-approved by our customer service team.
-
The returned item must include the original packaging and all accessories/gifts.
-
For non-quality related returns, all accessories and gifts must be unopened and in new condition.
-
For quality-related returns, even opened or used items can be returned if the defect is verified; Innocruise will cover return shipping.
Return & Refund Process
-
Submit your return request by email to sales@innocruise.de with your order number and reason. If it’s a quality issue, please include pictures or videos.
-
We will reply within 24 hours to confirm whether your request meets the return conditions.
-
-
For quality issues: We will provide a prepaid return label and the nearest return address.
-
For non-quality issues: You will need to arrange the return shipping at your own cost.
-
-
Once the returned item is received and inspected, your refund or exchange will be processed within 1–2 business days.
Important: Do not send any items back without prior authorization. Unapproved returns will not be accepted.
Returns Not Accepted If
-
More than 30 days have passed for non-quality issues.
-
The product has been used but has no quality issues.
-
Original packaging or accessories are missing or severely damaged.
-
Warranty period (2 years) has expired.
Order Cancellation Policy
If your order has not shipped, contact us within 24 hours of purchase to cancel and receive a full refund.
If the order has already shipped, you may still return the item after receiving it in accordance with this policy.
Shipping Responsibility
| Case | Who Pays |
|---|---|
| Return due to product defect | Innocruise (prepaid label) |
| Return with no defect (within 30 days) | Customer |
| Product exchange | Innocruise covers shipping |
Refund Processing
-
Return request processing time: 1–2 business days after receiving your email.
-
Refund or exchange time: 1–2 business days after receiving and inspecting the returned item.
-
Refund method: Refunded to your original payment method.
-
Refund timing: Depends on your bank or payment provider’s schedule.
Contact
Email : sales@innocruise.de
Te l: +86 19073439309
Address : 16C, Xuhui Building, Tianyue Longting,No. 19 Yalan Road, Xin'an Sub-district,Bao'an District, Shenzhen City,Guangdong Province, China