Rückgaben & Rückerstattungen
Returns & refunds
If a gift doesn't land the way you hoped, we'll make it right. Most of the time without you having to ship anything back.
The simple version
Damaged in transit
Send us a photo within 14 days of delivery. We ship a replacement at no cost — or, if you prefer, a gift card for the full amount.
Defective product
Same as above. Photo, replacement, or gift card. No need to ship the defective item back unless we specifically ask.
Never arrived
If tracking shows no movement for 25+ days from the ship date, we automatically issue a replacement plus a gift card for the inconvenience. You don't need to chase us.
Changed your mind
Within 30 days of delivery, we issue a gift card for the full purchase value — no questions asked. The card is delivered by email and never expires.
Recipient didn't like it
Forward us their email. We'll send them a gift card for the full amount so they can pick something they actually love. The original gift is theirs to keep, donate, or regift.
How to start a return
Email hello@innova.gift with your order number and a brief note. Include a photo if there's damage or a defect. We respond within a few hours during business days.
Refunds in cash
Our default policy is gift cards because most customers prefer the flexibility. However, you have the legal right to a cash refund in certain circumstances — particularly if the product is defective, materially different from what was advertised, or if local consumer protection laws require it (Chile, EU, UK, US among others). If you'd like a cash refund instead of a gift card, just say so and we'll process it to your original payment method.
Items we can't refund
- Personalized or custom-engraved items, unless defective
- Final sale items (clearly marked at checkout)
- Digital gift cards once redeemed
Compensation gift cards
When something goes wrong on our side, we add a small gift card on top of the fix as a goodwill gesture:
- Order under $80 → $15 gift card
- Order $80–$150 → $25 gift card
- Order $150–$300 → $40 gift card
Questions?
Email us. We answer personally.