Last updated: March 2025
At ININUM, your satisfaction matters deeply to us. We stand behind the quality of our products and want you to feel confident in every purchase. If something is not right, we are here to help. Please read our policy carefully to understand your options.
1. Returns Eligibility
We accept returns of unused, unopened products in their original, undamaged packaging within 30 days of the delivery date. To be eligible for a return, the item must meet all of the following criteria:
- Unused and in the same condition as received
- In the original packaging with all seals, caps, and accessories intact
- Accompanied by proof of purchase (order number or receipt)
- Returned within 30 days of the delivery date
Returns that do not meet these criteria may be rejected or subject to a partial refund at our discretion.
2. How to Initiate a Return
To begin the return process, please contact us at hello@ininum.com with the following information:
- Your full name and order number
- The item(s) you wish to return
- The reason for your return
Our team will review your request and respond within 1–2 business days with return instructions, including the return address. Please do not send items back without first receiving authorisation from our team, as unauthorised returns may not be processed.
3. Non-Returnable Items
The following items are not eligible for return:
- Opened, used, or partially used products
- Products without original packaging or with broken seals
- Items marked as final sale or non-returnable at the time of purchase
- Gift cards and e-vouchers
- Items that have been personalised or customised
- Free gifts or promotional items
For hygiene and safety reasons, we are unable to accept returns of any products that have been opened or used, regardless of the amount consumed.
4. Return Shipping
Unless the return is due to a fault, defect, or error on our part, the cost of return shipping is the responsibility of the customer. We recommend using a tracked and insured shipping service, as ININUM cannot be held responsible for returns that are lost or damaged in transit. Original shipping charges are non-refundable.
If the return is due to our error (e.g. you received a wrong or defective item), we will provide a prepaid return label at no cost to you.
5. Refund Processing
Once we receive and inspect your returned item(s), we will notify you by email of the outcome of your return assessment. If the return is approved, your refund will be issued to your original payment method within 5–10 business days. Please note that your bank or payment provider may take additional time to process and post the refund to your account.
Refunds will be for the product price only. Original shipping charges are not refunded unless the return is due to our error.
If your return is not approved (e.g. the item shows signs of use or is not in original condition), we will contact you to discuss the options, which may include returning the item to you at your expense.
6. Exchanges
We do not offer direct product exchanges. If you would like a different product, please return the original item following the process above and place a new order separately. Refunds will be issued once the return has been received and approved.
7. Damaged, Defective, or Incorrect Items
We take great care in quality control and fulfilment, but in the rare event that you receive a damaged, defective, or incorrect item, please contact us at hello@ininum.com within 48 hours of delivery with:
- Your order number
- A clear description of the issue
- Photographs of the item and its packaging
We will promptly arrange a replacement or issue a full refund including any shipping costs, at no additional charge to you. Claims made after 48 hours may still be reviewed on a case-by-case basis, but we may be limited in what we can offer.
8. Cancellations
You may request to cancel your order by contacting us at hello@ininum.com as soon as possible after placement. We will do our best to cancel the order before it is processed or dispatched. If the order has already been shipped, it cannot be cancelled and will instead need to be returned following our standard returns process.
Once a cancellation is confirmed, a full refund will be processed to your original payment method within 5–10 business days.
9. Consumer Rights
Nothing in this policy affects your statutory rights as a consumer under applicable law. Depending on your country of residence, you may have additional rights, including a statutory right of withdrawal or a right to a remedy for faulty goods. If you are unsure of your rights, please contact your local consumer protection authority.
10. Contact
For any questions about returns, refunds, or your order, please contact our customer care team at hello@ininum.com. We aim to respond to all enquiries within 1–2 business days.