Returns & Refund Policy

This document outlines the Returns and Refund Policy for Innova Max USA, specifically for our Business-to-Business (B2B) wholesale and custom manufacturing clients. As a B2B supplier of handcrafted textiles, our policy differs significantly from retail consumer policies due to the nature of bulk orders, international shipping, and custom production.

We are committed to providing high-quality products and strive for complete client satisfaction. Please read this policy carefully.

1. General Policy for B2B Orders

• All sales are considered final once an order is confirmed, produced, and shipped.
• Returns and refunds are generally not accepted for reasons such as change of mind, excess inventory, or customer preference after an order has been produced and shipped.
• Claims will only be considered for significant manufacturing defects or discrepancies against the approved specifications.

2. Eligibility for Claims (Manufacturing Defects/Discrepancies)

2.1. Definition of a Manufacturing Defect:

A manufacturing defect is defined as a significant flaw in the product that deviates from the approved quality standards and specifications, impacting its intended use or aesthetic value, that was present at the time of manufacture and was not caused by transit, handling, or customer misuse.

• Minor variations in color, texture, or size (within industry-standard tolerance levels, typically +/- 3-5% for handcrafted items) are inherent to handmade products and are not considered defects.
• Natural characteristics of jute and cotton fibers are not considered defects.

2.2. Timeline for Claim Submission:

All claims for manufacturing defects or order discrepancies must be submitted in writing to Innova Max USA within 10 calendar days of the goods’ arrival at your designated receiving address.

• Claims submitted after this 10-day period may not be accepted.

3. Claim Submission Process

To submit a claim, please follow these steps:

1. Send an email to [email protected] with the subject line: “CLAIM: [Your Company Name] – Order #[Your Order Number]”.
2. Include your company name, contact person, order number, and a detailed description of the alleged defect or discrepancy.
3. Attach clear, high-resolution photographs or videos that clearly show the defect from multiple angles. Photos should include:
   • An overall view of the product.
   • Close-up views of the specific defect.
   • Photos of the original packaging (if damage is suspected due to packaging).
4. Provide any other relevant documentation (e.g., packing list, original quotation, approved sample photos).

4. Claim Review and Resolution

Upon receipt of your claim, Innova Max USA will:

• Acknowledge receipt of your claim within 2-3 business days.
• Review all submitted documentation and may request additional information or evidence.
• Conduct an internal investigation, which may involve consulting with our production team in Bangladesh.
• Our decision regarding the validity of the claim will be communicated to you in writing within 10-15 business days of receiving all necessary information.

4.1. Accepted Claims:

If a claim for a significant manufacturing defect is accepted, Innova Max USA will, at its sole discretion, offer one of the following resolutions:

• Replacement: Produce and ship replacement goods free of charge. This will be subject to standard production lead times and shipping terms (FOB Chittagong Port).
• Credit Note: Issue a credit note for the value of the defective goods, which can be applied to future orders.
• Partial Refund: Offer a partial refund proportionate to the severity of the defect, if replacement or credit is not feasible or mutually agreed upon.
• Return of Goods: In rare and specific cases, we may request the return of defective goods for further inspection. If a return is requested and the defect is confirmed, Innova Max USA will cover the reasonable costs of return shipping.

4.2. Rejected Claims:

Claims may be rejected if:

• The claim is submitted outside the specified 10-day timeframe.
• The alleged defect is not a manufacturing defect but falls within acceptable variations of handmade products.
• The defect is a result of damage during transit (which is the buyer’s responsibility under FOB terms – see our Shipping Policy).
• The defect is a result of misuse, improper storage, or normal wear and tear after receipt.
• Insufficient evidence is provided to support the claim.

5. Custom Orders

For custom-designed and produced orders:

• Once the design, specifications, and sample (if applicable) have been formally approved by the client, Innova Max USA assumes no responsibility for design-related issues or changes after production commences.
• Custom orders are strictly non-refundable and non-returnable, except in cases of significant manufacturing defects as defined in Section 2.1.

6. Cancellations

• Order cancellations are generally not accepted once production has commenced.
• Requests for cancellation prior to production may be considered on a case-by-case basis and may be subject to a cancellation fee to cover administrative costs and raw material procurement.

7. Contact Us

For any questions regarding this Returns & Refund Policy or to initiate a claim, please contact our support team:

Email: [email protected]