Returns & Refunds Policy
At InnerGlow Paris, we want you to be completely satisfied with your purchase. If you're not entirely happy with your item(s), we offer a 30-day return policy from the date you received your order. Please read below for the full details on our returns, exchanges, and refunds process.
1. Eligibility for Returns
1.1 30-Day Return Window
You have 30 days from the date of receiving your order to return an item. To be eligible for a return, your item must be in its original condition—unworn, unwashed, and with all tags attached.
1.2 Non-Returnable Items
We are unable to accept returns for:
- Gift cards
- Personalized or custom-made items
- Intimate apparel (e.g., lingerie) for hygiene reasons
- Items marked as "final sale" or "clearance"
1.3 Condition of Returned Items
Returned items must be in the same condition as when received. If an item is damaged, worn, or altered in any way, we reserve the right to refuse the return or issue a partial refund at our discretion.
1.4 Proof of Purchase
A receipt or order confirmation email is required to complete the return process. Please ensure you include your order number when submitting your return request.
2. How to Initiate a Return
To start a return, please follow these steps:
2.1 Contact Us
Notify our customer service team via our Contact Page that you wish to return an item. Please include your order number and the reason for the return.
2.2 Return Authorization
Once you’ve contacted us, you will receive a Return Merchandise Authorization (RMA) number and instructions on where to ship the return. Please do not send any items back without prior authorization.
2.3 Return Shipping
You are responsible for paying the shipping costs to return your item. We recommend using a trackable shipping service or purchasing shipping insurance. We cannot guarantee that we will receive your returned item without tracking.
3. Refunds
3.1 Refund Process
After receiving and inspecting your returned item, we will notify you of the approval or rejection of your refund. If approved, your refund will be processed within 14 days using the original payment method. Please note that it may take additional time for the refund to reflect in your account, depending on your bank or credit card provider.
3.2 Partial Refunds
In cases where the item is not in its original condition (e.g., missing parts or damaged packaging), we may issue a partial refund. You will be notified if this applies to your return.
3.3 Refund Denials
If your return does not meet our return policy criteria, it will be sent back to you at your expense, and no refund will be issued.
3.4 Original Shipping Costs
Shipping costs are non-refundable, except in the case of defective or damaged items. If you received free shipping on your original order, we will deduct the standard shipping cost from your refund amount.
4. Late or Missing Refunds
If you haven’t received your refund yet:
- First, check your bank account or credit card statement.
- Contact your bank or credit card provider, as it may take some time before the refund is officially posted.
- If you’ve done the above and still haven’t received your refund, please contact us through our Contact Page.
5. Exchanges
5.1 Exchanges for Defective or Damaged Items
We replace items if they are defective or damaged. If you need to exchange an item for the same product, please contact us via our Contact Page for further instructions. We will cover the cost of return shipping for defective or damaged items.
5.2 Exchange Process
Once we receive your defective or damaged item, we will inspect it and process the exchange within 14 days. If the requested exchange item is out of stock, you will be notified and offered a replacement or a refund.
6. Return Shipping
6.1 Customer Responsibility
You are responsible for covering the cost of shipping your return, except in cases of defective or damaged items. Original shipping costs are non-refundable.
6.2 International Returns
For international returns, please be aware that you are responsible for any additional shipping costs, duties, and customs fees. These fees are non-refundable.
7. Special Provisions for EU Customers
7.1 EU Consumer Rights
If you are located in the European Union, you are entitled to a 14-day cooling-off period under the Consumer Rights Directive. This means you have the right to cancel your order within 14 days of receiving the goods, without providing a reason. To cancel your order, please contact us within 14 days of receiving your item(s).
7.2 Exclusions from the Cooling-Off Period
The cooling-off period does not apply to:
- Personalized or custom-made products
- Intimate apparel for hygiene reasons
7.3 Refund for EU Cancellations
If you cancel your order within the 14-day period, we will refund the cost of the item(s) and any standard shipping charges. The customer is responsible for the cost of returning the item(s).
8. Sale Items
Only regular-priced items may be refunded. Sale or discounted items are final sale and are not eligible for refunds unless defective.
9. Gifts
9.1 Gift Returns
If the item was marked as a gift when purchased and shipped directly to you, you will receive a gift credit for the value of your return. Once the returned item is received and approved, a gift certificate will be emailed to you.
9.2 Gifts Purchased by Another Person
If the gift wasn’t marked as a gift at the time of purchase, the refund will be issued to the original purchaser, and they will be notified about your return.
Contact Us
If you have any questions about your return, please contact us via our Contact Page.