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No returns will be issued on products used or distributed. If a customer uses a defective or misprinted product, a credit claim can only be made for the unused balance of the order which must be returned to the factory. Merchandise claimed to be incorrect or defective due to factory error within 30 days from ship date, will be replaced or repaired at no additional cost only after factory evaluation and approval. For all claims, customer must provide detailed photos specifically highlighting the defective issue in support of the claim. PLEASE NOTE, ONE OR TWO GENERAL PHOTOS ARE NOT CONSIDERED SUFFICIENT TO SUBMIT A CLAIM WITH INNOVATION LINE. CLAIMS ARE TAKEN SERIOUSLY SO PLEASE READ THE PROCEDURE BELOW SO YOUR CLAIM CAN BE PROCESSED SWIFTLY AND ACCURATELY.. A. Claims or questions regarding YOUR ENTIRE ORDER: If a claim is made for an entire order at least 75% of the order must be opened and inspected by the claimant. Just checking a few pieces and claiming the entire order is defective is not acceptable as our products are quality checked comprehensively at the time of packaging (Our QC reports are furnished upon request). To begin the claim process you must send detailed photos of products taken from each carton of the entire order. The photos must have the items laid out in a row, with defective units side by side. The photos must be taken at arms distance for evaluation, zooming in or close up photos magnifying a small area are not considered acceptable and will result in a claim denial. Therefore, we require:
1. Orders up to 250 pcs – Up to 3 photos showing 12 defective items taken from different cartons. (Please label appropriately)
2. Orders up to 500 pcs – Up to 5 photos of 25 defective items taken from different cartons. (Please label appropriately) 3. Orders up to 1000 pcs or more – Up to 10 photos of 50 defective items taken from different cartons. (Please label appropriately) Once claim is submitted and reviewed, the factory may request defective samples returned for further evaluation. The amount will be determined by the factory and claimant will be advised of such. Failure to follow provided instructions or submission of clear images requested will result in a claim denial. B. Claims or questions regarding items WITHIN YOUR ORDER: If a claim is being made on a quantity of items within your order, the claimant must specify the number of defective items IN QUESTION. Our orders and each product are checked completely at the time of packaging, so an accurate count for questioned items is required (Our QC reports can be furnished upon request). NOTE: To begin the claim process, please send detailed photos of items taken from different cartons representing YOUR ISSUES ABOUT PRODUCTS CONTAINED IN YOUR order. Therefore, we require: 1. Orders up to 250 pcs – up to 2 photos per the above criteria showing 5 defective items taken from different cartons. (Please label appropriately) 2. Orders up to 500 pcs – up to 4 photos of 10 defective items taken from different cartons. (Please label appropriately) 3. Orders up to 1000 pcs or more – up to 6 photos of 20 defective items taken from different cartons. (Please label appropriately) Once submitted and reviewed the factory may request some defective samples returned for further evaluation, the amount if needed will be determined by the factory. Failure to follow provided instructions or submission of clear images requested will result in a claim denial. Factory may also require physical samples of the claimed defect product to be returned at Factory expense. No returns will be accepted without prior verbal return authorization from the factory and a written “authorization form” will be supplied for enclosure with the returned shipment. Credit will not be issued for merchandise returned without proper emailed photo documentation and factory authorization. Credit cannot be issued without the pre authorized return of product. Factory is not responsible for damages due to carrier mishandling or for any service failures incurred during transit. All claims must be made directly with the carrier. Shipments made on customer third party accounts create a direct relationship between the customer and the carrier (unfortunately, Innovation Line is unable to intervene). It is the responsibility of the recipient to open and inspect Innovation Line merchandise upon receipt. All claims must be made within 30 days of receipt of merchandise (no exceptions). Products supplied are intended for immediate use and under no circumstances can claims be lodged beyond this timeframe. Over time batteries will drain, hand sanitizers may leak, and all components and ink just generally degrade with age and are affected by storage or transit conditions, temperatures and other variables beyond factory control. Certain products are made of natural materials or are handmade, and variations are normal and not considered a defect. |