Innovative Inserts – Returns & Refunds Policy

(Australia | Last updated: November 2025)

Thank you for shopping with Innovative Inserts. We want you to be completely satisfied with your purchase.

Contact for All Return Enquiries

All return requests must be initiated by emailing: returns@innovativeinserts.com.au

1. Change-of-Mind Returns

(including ordering the wrong item/size)

We accept change-of-mind returns within 30 days of delivery provided all of the following conditions are met:

• The item is unused, undamaged, and in its original packaging with all tags and accessories included
• You provide the original invoice/order number
• You attach clear photos of the item in its original, resalable condition

If your return is approved:

• The customer is responsible for all return shipping costs
• If we provide a prepaid return shipping label for your convenience, the cost of that label will be deducted from your refund
• Original outbound shipping fees are non-refundable
• Refund will be issued to the original payment method (less any deducted shipping costs)

2. Defective or Damaged Items

If your item arrives damaged or defective, please contact us at returns@innovativeinserts.com.au within 7 days of delivery and include:

• Your original invoice/order number
• Clear photos showing the damage or defect (item still in original packaging)

Once approved:

• We will arrange a replacement at no additional cost, OR
• Issue a full refund for the purchase price of the item (original shipping fees are non-refundable)

For approved defective/damaged claims, you are not required to return the item. Photos are mandatory.

3. European Union – 14-Day Cooling-Off Period

Notwithstanding the above, if your order is shipped to an address in the European Union, you have the right to cancel or return your order within 14 days of receipt, for any reason and without justification.

The item must be in the same condition you received it — unworn, unused, with tags, and in its original packaging. You must also provide proof of purchase. All other terms (return shipping responsibility, non-refunded original shipping, etc.) remain the same as our standard change-of-mind policy.

4. Gift Card Purchases

Items purchased using a gift card (in full or in part) are not eligible for cash refunds. Approved returns will be issued as store credit only.

5. Non-Returnable Items & Situations

Returns will not be accepted under any circumstances for:

• Items that have been used
• Items returned more than 30 days after delivery (or 14 days for EU orders)
• Items sent to our returns address without prior written approval
• Any sale or clearance items (all sales on discounted items are final)

6. Exchanges

We do not offer direct exchanges. If you need a different size, colour, or variant, please follow the standard return process to receive a refund (or store credit where applicable) and place a new order.

7. Delivery Signature & Missing Items

Some orders require a signature. Please inspect the parcel before signing. If you sign for an empty or tampered parcel without immediately reporting the issue to the carrier, we unfortunately cannot provide a refund or replacement.

Processing Time

Once an approved return is received (or photos are approved for defective items), refunds or store credit will be processed within 5–10 business days.

We reserve the right to amend this policy at any time. This policy was last updated November 2025.

Questions? We’re here to help — email returns@innovativeinserts.com.au