Refund policy

Return and Exchange Policy

At ina.vibe, we are dedicated to ensuring your satisfaction with both our products and services. Please review our return and refund policy carefully, which outlines the terms for both product-related and service-related purchases.

Products

Your satisfaction is important to us. If you have any concerns about the quality of a purchased product, please email us at support@inavibehk.com with your order number, the product name, and the reason for your dissatisfaction.

Return Policy

We have a 14-day return policy, which means you have 14 calendar 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, unused, with tags (if applicable), and in its original packaging. You’ll also need the receipt or proof of purchase.

Due to the nature of our products, we only accept returns or exchanges if the items are defective or damaged. Unfortunately, we do not accept returns or exchanges due to a change of mind or if you do not like the scent.

How to Request a Product Return

To request a return, please follow these steps:

  1. Email Us: Contact us at support@inavibehk.com within 14 days of receiving your item. Include the following in your email:
    • Your order number.
    • Your full name and contact information (same info you used for ordering the products)
    • The name of the product(s) you wish to return.
    • A detailed description of the issue, including why you are requesting a return (e.g., defective, damaged, wrong item received).
    • Attach clear photos of the product(s), including any visible defects or damages.
    • Attach a copy of your receipt or proof of purchase.
  2. Wait for Review and Confirmation: Our team will review your request and respond within 5 business days. If your return is approved, we’ll send you detailed instructions on how and where to send your package.
  3. Prepare Your Return Package:
    • Ensure the item is in its original condition, unused, with all tags (if applicable), and in its original packaging.
    • Include a printed copy of the return approval email and your receipt or proof of purchase inside the package.
  4. Ship the Package: Follow the return shipping instructions provided in the approval email. If the return is due to a defective, damaged, or wrong item, we will cover the return shipping cost. Otherwise, you will be responsible for the shipping costs.
  5. Confirmation: Once we receive and inspect your returned item, we will notify you via email of the approval or rejection of your return. If approved, a store credit will be issued within 5 business days.

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. Please note that rejection of the delivery parcel is not considered a request for exchange or return. If you find the package damaged and believe the products inside might be affected, please take pictures before rejecting the parcel and contact us immediately.

Exceptions / Non-Returnable Items

Certain types of items cannot be returned, such as perishable goods, custom products (e.g., special orders or personalized items), and personal care goods (e.g., soap bars). We also do not accept returns on sale items, gift cards, and services. Please get in touch if you have questions or concerns about your specific item.

Exchanges

The fastest way to ensure you get what you want is to request a return of the item you received. Once the return is accepted, you can 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. If approved, you’ll be automatically refunded with store credit within 5 business days. If more than 10 business days have passed since we approved your return and you haven’t heard from us, please contact us at support@inavibehk.com.

Services

Due to the personalised and tailored nature of our services, all sales are final. Once a service has been purchased, it is non-refundable. This policy reflects:

  • The customised nature of our services, which require extensive preparation and a commitment of time and resources.
  • The allocation of professional time and effort, which cannot be recovered once a service has confirmed.

Service Satisfaction

Your wellbeing is our top priority. If you have any concerns or feedback about the service you received, please contact us at support@inavibehk.com. While refunds are not available, we are committed to working closely with you to address any concerns and enhance your experience.

Rescheduling and Cancellations

  • Rescheduling: If you need to reschedule your service, please inform us at least 2 business days in advance. We will make every effort to accommodate your request, subject to availability.
  • Cancellations: If you must cancel a service, please do so at least 2 business days before the scheduled time. While refunds are not available, we may offer the option to reschedule your service for a later date.

Exceptions

In rare and exceptional circumstances, we may consider offering a partial credit towards future services. This will be evaluated on a case-by-case basis and is at the sole discretion of ina.vibe.

Contact Us

For any questions or further clarification about our Return and Refund Policy, please reach out to us at support@inavibehk.com. We are here to ensure that your experience with ina.vibe is as enriching and positive as possible.