Returns
Returns & Refunds
When a product can come back to us, what condition it needs to be in, and how a refund or exchange is handled.
Effective 27 February 2025
Return eligibility
Products bought directly from us can be returned where they are unused, in their original packaging, and sent back within 14 days of delivery. If something has arrived damaged or is not what you ordered, none of this applies — see below.
Return window
You have 14 days from the day your order is delivered to tell us you would like to return it. Where local consumer law gives you a longer period, that longer period applies — nothing here reduces a statutory right you have.
Condition of returned products
To be accepted, a returned product should be:
- Unused and unopened, with any seal intact.
- In its original packaging, including the carton where there was one.
- Complete, with nothing missing from the pack.
We may decline a return, or reduce a refund, where a product comes back in a condition that goes beyond what is needed to have examined it.
Non-returnable items
For reasons of hygiene and safety, we cannot accept back:
- Products that have been opened, used or had their seal broken, unless they are faulty.
- Products returned outside the 14-day window.
- Products not bought directly from us.
How to start a return
Write to info@inyva.shop before sending anything back, with your order details and what you would like to do. We will confirm the return address and how to send it.
Please do not return a product without hearing from us first — an unannounced parcel is difficult to match to an order.
Refund processing
Once a returned product reaches us and has been checked, we confirm the refund by email and issue it by the same method the original payment was made.
Refunds are processed within 5–10 business days of the returned product reaching us. How long it then takes to appear on your statement is up to your bank or payment provider rather than us.
Exchanges
We are happy to exchange a product for another in the range, subject to availability and to any difference in price. Tell us what you would prefer when you write to start the return.
Damaged or incorrect items
If a product arrives damaged, or is not what you ordered, tell us within a reasonable time of receiving it. A photograph of the product and its packaging helps us sort it out quickly.
In that case you will not be out of pocket: we will replace it or refund it in full, including what you paid for delivery, and we will cover the cost of returning it.
Contact us
Anything about a return can go to info@inyva.shop, or to the phone number on our contact page.