Return and Refund Policy

If you are not completely satisfied with your purchase, you may send the items back to our warehouse in its original, unused condition and with its original tags & packaging intact within 14 days of the delivery date alongside a completed returns slip for a refund, exchange or store credit. If you would like a product return sheet, please contact us by email at return@innateplus.com and we will be happy to assist you.

RETURNS WE WILL ACCEPT

  • Items must be unworn, unwashed, have original tags attached and free of stains, makeup, deodorant, or wear.
  • We reserve the right to withhold a refund/exchange if goods are not returned in their original condition and/or if our goods have been damaged after point of sale through misuse or carelessness.
  • All discounted products are final sale & can only be returned for an exchange or gift receipt. Items purchased in a SALE can only be returned for an exchange or gift receipt.
  • For hygiene reasons, we cannot accept returns or exchanges on masks, filters, bodysuits, swimwear, undergarments, earrings or pierced jewellery.

SENDING YOUR ITEM TO US

  • We do not provide pre-paid return labels, the cost of sending the original item/returning an item to INNATEPLUS is the customer’s responsibility. We will compensate by covering the cost of sending the exchange item to you. We therefore ask that you provide a confirmation of proof of posting when sending your unwanted item back to us.
  • INNATEPLUS  is not liable for any return packages that may become lost or stolen in-transit. The item is your responsibility until it reaches us. Therefore, for your own protection we recommend that you send the parcel by special delivery or using a delivery service that insures you for the value of the goods.

PROCESSING YOUR RETURN

  • As soon as we receive your parcel, we will review the returned package within 5 working days to ensure that it is in a good condition with original tags & packaging attached.
  • We will also proceed to exchange or refund depending on your instruction in the completed returns slip.
  • If you’ve requested for and are eligible for a refund for an item purchased at full price, your payment will be returned to the original card on which the purchase was made (excluding the original shipping charges). Refunds may take up to 10 business days, depending on how much time your bank needs. Timing can vary greatly from bank to bank, and, unfortunately, we have no way to influence this.
  • If you’ve requested for an exchange for an item purchased at full price or in the SALE, your requested item will be shipped to you and you will be sent a new tracking number via email/and or text within 5 working days of our receipt of the unwanted item(s).
  • If you’ve requested for a gift receipt for an item purchased at full price or in the SALE, a gift card for the amount of goods returned by you will be available immediately after processing the return (excluding the original shipping charges). This process takes 5 business days, and the gift card will be sent to you in the form of a code to your email address. If you don’t receive this via email after the stipulated time, please contact us at return@innateplus.com and we will be happy to help. Gift cards can only be used in our online store and not at in-store events e.g. pop-ups etc.

REPORTING A DEFECTIVE ITEM

Please note that due to the printed & patterned nature of African fabrics, fabric placements may vary from the pictured item. While we strive to make each item exactly as seen in photos, we have no control over this.

  • African fabrics aren’t manufactured by INNATEPLUS. We only retail items made from them and as a result, INNATEPLUS is not responsible for the occasional minor imperfections in the fabric (e.g. ink stains, holes, rips etc.) that may be caused by the manufacturer.
  • Damaged, defective, or incorrectly sent items must be reported within 2 business days of delivery. Please email us at: return@innateplus.com for assistance before returning.

RETURNED TO SENDER or REFUSED PARCELS

This can happen if:

  • an address is invalid or missing information
  • the carrier is unable to deliver your package 
  • the order is refused by the customer at the time of delivery.

Returned to sender or refused packages will be restocked and you will be issued store credit in the form of an E-Gift Card minus the initial shipping charge. We are unable to replace or reship in these instances as all returned shipments are processed by our Returns Department. Instead, please use the E-Gift Card to place a new order using the correct address. Keep in mind that we do not guarantee your items will be in-stock at the time of your reorder.

CANCELLING OR AMENDING AN ORDER

  • We are unable to make changes to orders that are placed on our system. To ensure that your package is properly delivered, make sure that your address is entered correctly and includes all relevant information. The use of correct abbreviations, street numbers, building or apartment numbers, and route information (if applicable) are critical to ensuring delivery.
  • INNATEPLUS does not take responsibility for lost, misplaced, or incorrectly delivered shipments if the address information provided is incorrect at the time of purchase.

Still have questions? Email us at support@innateplus.com and we will get back to you.