Orders that are lacking tracking information, in transit, pending, expired 60 days after orders departed from INNAYA warehouse.

INNAYA will not accept a refund or resend if the tracking information shows the order is delivered.

 If you did not receive the package, a non-delivery certification issued by the local post office with an official seal is necessary before requesting dispute. We will not accept a refund or resend for the following reasons:

 a) Incorrect/insufficient address provided by customer.
 b) No such number.
 c) Unknown recipient.
 d) Refused.
 e) Do not pick up in time.
 f) No safe delivery location.
 g) Uncleared customs.

INNAYA offers a full refund or a replacement if packages arrived are badly damaged.

INNAYA offers a partial refund or a replacement if packages arrived partially damaged (except thread, slightly wrinkled, small scratches etc.).

We will only issue replacement units that are damaged for matters reported within 30 days of delivery date. We cannot accept any claims for damaged goods that occur within transit after 30 days of delivery.

INNAYA has a strict quality control process before products are dispatched. INNAYA will deal with incorrect or missing products as follows:

 a. For incorrect or defected products, we offer a full refund or replacement.

 b. For products with wrong color, size which doesn't affect product function.
 
c. For parts missing which doesn’t affect product function, INNAYA may refund partially or resend the missing part; for parts missing which affect product function, INNAYA will resend the product only.

d. For accessories, INNAYA will resend the accessories.

For orders cancellation, INNAYA only offers a full refund before products are processed by warehouses, i.e if your order has been processed and assisgned a tracking number, we cannot accept cancellation.