1. Who we are
Innov is a marketplace that connects suppliers, resellers, drivers, and end consumers. Every return must be handled with clarity, fairness, and transparency — ensuring trust for the customer and predictability for all partners. This policy establishes how returns, exchanges, inspections, and refunds work within our platform.
2. Who Can Request a Return
Any consumer who has purchased through Innov, provided that: The purchase was made on the platform. The product is within the return period. The customer presents proof of purchase (receipt, order ID, invoice).
3. Return Period
The return period begins on the day the product is delivered to the customer.
- General products: up to 30 days.
- Electronics or high-value products: up to 14 days.
- Defective items: returns accepted within 7 days, regardless of category.
- Exchanges for size/color: up to 7 days, provided the item has not been used.
4. Product Conditions for Return
To be eligible, the product must:
- Be in original condition, without signs of use.
- Include complete packaging, labels, and accessories.
- Be free from damage, scratches, stains, alterations, or wear by the customer.
- Products returned without these conditions may receive a partial refund or be rejected, depending on the evaluation.
5. Ineligible Items
Some products, for reasons of safety, hygiene, or the nature of the product, cannot be returned:
- Perishable items (food, flowers, beverages).
- Opened or used personal hygiene products and cosmetics.
- Underwear and accessories for direct use on the body.
- Software, digital licenses, or downloads.
- Services already performed.
- Customized/made-to-measure products.
- Items damaged by the customer.
- Products marked as “non-returnable”.
7. Return Costs and Logistics
✔ First return per order
Free reverse shipping, offered by Innov or logistics partners.
✔ Additional returns or heavy products
Shipping costs may apply, communicated before shipment.
✔ Defective, incorrect, or incomplete products
Return shipping is always free, without exceptions.
8. Compensation Options
The customer can choose between:
1. Full Refund
For returns within the conditions of this policy.
2. Platform Credit
The amount will be available in your Innov wallet for future purchases.
(Used strategically for retention and convenience.)
3. Troca
Por outro tamanho, cor ou modelo disponível.
9. Inspection and Approval Process
Once the item is received by the supplier/reseller:
- The product undergoes inspection (up to 3 business days).
- The customer is notified of approval or rejection.
- If approved, the refund is processed within 7 business days.
- If rejected (e.g., used or damaged product), a report with justification and the option to return the item to the customer (shipping costs borne by the customer) will be sent.
10. Responsibilities Within the Marketplace
Customer
Send the item as instructed.
Package in good condition.
Provide truthful information (e.g., photos, reason for return).
Supplier/Reseller
Accept returns according to this policy.
Conduct inspection and provide feedback.
Ensure accuracy in product descriptions.
Drivers/Logistics
Collect and deliver returns on time.
Ensure the safe transport and integrity of the product.
Innov (Marketplace)
Mediate disputes and ensure neutrality.
Provide customer support.
Coordinate reverse logistics when applicable.
Create clear rules and protect all parties.
11. Refunds: Deadlines and Methods
Refunds can be made via:
- Innov Wallet
- M-Pesa
- E-mola
- Bank account
- Card used for the purchase
The processing time varies depending on the chosen method and inspection approval.
12. Returns of Defective Products
If the product has a visible or functional defect:
Returns are always accepted, provided they are documented.
The customer must report the defect within 7 days.
Return shipping is fully paid by the marketplace/partner.
13. Products Different from What Was Advertised
If the customer receives:
- the wrong product,
- a different color/size,
- the incorrect quantity,
- features different from the description,
- a refund is guaranteed, with free return shipping, no bureaucracy.
14. Policy for Promotional Items
Promotional items may be returned unless clearly marked as non-returnable.
If clearly marked as “promotional item without return,” this rule prevails.
15. Mediation and Dispute Resolution
In case of disagreement between supplier and customer:
Innov acts as an impartial mediator.
The final decision is based on the policy and the evidence presented.
16. Transparency and Updates
This policy may be updated as we scale the marketplace, improve reverse logistics processes, and expand our ecosystem.
The most recent version will always be available on the website/app.
