We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

If you do not have the original box, a return can not and will not be processed. 

To start a return, you can contact us at support@innuovo.co. You will need to send us photographs and or videos of both the box and the wheelchair itself so that we are made aware of the state of the wheelchair. If your return is accepted, we will send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

IMPORTANT: DO NOT SIMPLY RETURN TO SENDER. PLEASE WAIT FOR US TO SEND YOU THE PROPER DOCUMENTATION.

You can always contact us for any return question at support@innuovo.co.

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.

No returns are possible after 14 days of receiving the product.

Damages and issues ( Defective Products )

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. For Our Defective products return is full free shipping. This means your shipping fee is $0.00 and the Re-stocking fee is $0.00 

For your responsibility ( Customer Remorse )

Please inspect your order upon reception and contact us immediately if the item that you purchase by mistake, doesn't need any more or wrong products so that we can evaluate the issue and make it right. For your remorse products, you have to bear a certain amount for return shipping. This means your shipping fee is $0.00 and the Re-stocking fee is 15% (withheld from refund)

Exceptions / non-returnable items

Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.

Order Cancellation

If a customer would like to cancel their order, this may only be done in the 1-2 day processing period after the purchase. Once the item has shipped from our warehouse, we may only be able to process a refund properly once the customer receives the chair and ships it back to a specified address.