Cancellations & Changes
In most cases, it is not possible to cancel an order once it has been confirmed, as the fulfillment process begins immediately for most orders (exceptions apply, such as for products with lead times).
If it is possible to cancel your order, the merchant will notify you. If cancellation is not possible, for example because your order has already been shipped, you must wait for delivery and return the goods according to the information in the Return Policy.
In some cases, it may be possible to make minor changes to your order, but only if it has not yet been confirmed or shipped by a merchant. Minor changes include changing the size or color of an item or a minimal update to the shipping address. It is not possible to exchange one item for another if the value is different, or to replace the shipping address with another.
If it is not possible to change your order, for example because it has already been shipped, you must wait for the delivery and return the goods according to the information provided in the in this policy.
Returns, refunds and exchanges
If you are not satisfied for any reason, you may return all or part of your order for a full refund.
You must register your return within 14 days of receipt of your order and return the goods to the merchant in accordance with the merchant's instructions promptly and in any event no later than 14 days after registration of your return.
If you have ordered products from different merchants, you must follow the return instructions for each merchant separately.
Here's how to get started with the return process:
If your package has return information, please follow these instructions to return the package directly to the merchant. It is not necessary to notify us of your return request if you have the required information.
If this is not the case, go to your customer account and register your return there.
Important Note: All orders must be returned directly to the retailer(s). Please do not return any items to the Inoni headquarters or to the headquarters of the Club from which you bought your goods. We, as well as our partner clubs, do not accept liability for goods returned directly to Inoni or our partner clubs.
Please note that the following goods cannot be returned:
Goods that are clearly personalized or made to your specifications.
Goods that can spoil quickly, e.g. fresh fruit, fresh flowers
Goods with special health and hygiene requirements, e.g. make-up, underwear or piercing jewelry, if they have been opened
Opened audio or video recordings or computer software
Newspapers, magazines, and periodicals
Returned merchandise must be in saleable condition.
Returned merchandise must be unworn/unused with original labels and original packaging.
Merchandise should be packaged in such a way that neither the item nor the brand packaging (if applicable) is damaged during shipping. Inoni, clubs, as well as our partners are not responsible for items damaged in transit.
You will be responsible for return shipping costs unless an item was delivered defective or damaged.
If you are returning all products from a particular retailer, we will refund the original shipping cost. Please note that if you upgrade to express shipping, we will only refund the standard shipping cost.
If you have purchased something from multiple merchants, please return the goods to each merchant separately.
We strongly recommend the use of tracking (combined with insurance for the value of the goods, if applicable), and proof of shipment should be kept. Inoni and our partners/clubs are not responsible for items lost during return shipping.
If a return is being shipped internationally, please mark it as "RETURNED" to avoid incurring customs charges to the retailer upon receipt.
If an order is returned that does not meet these conditions, your return may be refused and returned to you, or a reduced refund may be offered.
Damaged or defective goods
If you receive your order damaged or have problems with a product you purchased, please contact the merchant as soon as possible according to the information on your order or our customer support.
Please note: Most merchants will require a picture or video showing the damage, error, or incorrect item to provide you with a solution. The most common solutions to problems related to damaged or defective merchandise are:
The merchant may be able to provide a replacement.
The merchant may offer a discount if you keep merchandise with minor damage.
If a merchant cannot replace the item and you do not want to take advantage of a discount, you can cancel the order and return the merchandise for a full refund. Some merchants may offer to pick up the merchandise. Some merchants will provide you with a free return label for this purpose. However, if a merchant cannot pick up the item or provide a free return label, they will refund reasonable return shipping costs if you can provide a postage receipt.
Refusal to accept
If you refuse to accept delivery of all or part of your order (and the products or packaging are not apparently damaged or defective), any fees and costs incurred by the merchant in refusing to accept a package may be deducted from your merchandise refund. The same applies if tracking shows that there was an attempted delivery, the shipment was available for pickup at a postal depot, was not picked up, and was subsequently returned to the sender.
Refunds are issued within 14 days of the merchant receiving the merchandise back.
If a merchant has offered to pick up the goods, you will receive a refund within 14 days of the cancellation of your purchase contract.
You will receive an email once the products have reached the merchant and the return has been accepted.
Refunds will be issued to the same payment method that was originally used to purchase the merchandise. Refunds are not available via bank transfer for some payment methods. Please contact us if you need assistance.
Refunds typically take 1-5 business days to show on your account, depending on the payment method used.
Unfortunately, we are unable to exchange items. Please follow the return process using the information above.