INSTIVAL - Return & Refund Policy

At INSTIVAL, we are committed to your satisfaction and aim to provide a clear and fair process for returns and refunds. Please read this policy carefully.

Our Promise
We strive to ensure every INSTIVAL product, from our intelligently designed devices to our carefully formulated supplements, meets your expectations for quality and efficacy. If you have any concerns about your order, please don't hesitate to contact our customer support team.

1. Order Cancellations

• Before Shipping: If you wish to cancel your order before it has been shipped, please contact us immediately at shop.instival@outlook.com with your order number and request for cancellation. We will do our best to accommodate your request if the order has not yet been processed for dispatch. If successfully canceled, a full refund will be issued to your original method of payment.

2. Returns & Exchanges (General)
If you are not entirely satisfied with your purchase or you've changed your mind, we're here to help.

• Eligibility Window: You may request a return for most new, unopened, and unused items within 30 days of receiving your order.

• Condition of Items: To be eligible for a return, your item must be unused, in the same condition that you received it, and in its original packaging with all original tags and accessories.

• Return Shipping: For returns due to change of mind, you (the customer) will be responsible for paying your own shipping costs for returning the item. Original shipping costs are non-refundable.

• Initiating a Return:

1. Please contact our customer support team at shop.instival@outlook.com with your order number, the item(s) you wish to return, and the reason for your return.

2. We will provide you with our return shipping address and any specific instructions.

3. Please ensure the item is securely packaged to prevent damage during transit. We recommend using a trackable shipping service, as we cannot be responsible for items lost or damaged during return shipping.

• Refunds (if applicable): Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment, within 5-10 business days.

3. Damaged, Defective, or Incorrect Items
We take great care in packaging and shipping your orders. However, if you receive an item that is damaged, defective, or not what you ordered:

• Notification: Please contact us at shop.instival@outlook.com within 7 days of receiving the item.

• Proof Required: To help us resolve the issue quickly, please provide your order number and clear photographic evidence of the damaged, defective, or incorrect item, including any damage to the packaging.

• Resolution: Based on the issue and your preference, we will work with you to arrange for:

• A replacement of the same item (subject to availability), or

• A full refund to your original payment method.

• In most cases of verified damaged, defective, or incorrect items, INSTIVAL will cover the cost of return shipping if required, or arrange for a free reshipment of the correct/replacement item. We will provide specific instructions on a case-by-case basis.

4. Non-Returnable Items
For health, safety, and hygiene reasons, certain items cannot be returned. These may include:

• Supplements that have been opened or have had their safety seal broken.

• Personal care items that have been used (e.g., if an oral care device shows clear signs of use beyond initial inspection for defects).

• Items marked as "Final Sale" or "Non-Returnable."
  Please check product descriptions carefully for any specific return restrictions.

5. Late or Missing Refunds 

• If you haven’t received a refund yet, first recheck your bank account.

• Then contact your credit card company; it may take some time before your refund is officially posted.

• Next, contact your bank. There is often some processing time before a refund is posted.

• If you’ve done all of this and you still have not received your refund, please contact us atshop.instival@outlook.com.

Contact Us
If you have any questions about our Return & Refund Policy, please contact us at shop.instival@outlook.com. We are here to help!