Reporting a damaged product
If a product your ordered arrives damaged, please follow these steps to report the issue:
- Go to the order details page.
- Click on “Report a problem” within 30 days of receiving the item.
When reporting the damaged product, please include the following information:
- A description of the problem.
- Details about how the order was packaged.
- Pictures of the damaged item(s) and its packaging (outside of the packaging and its inserts).
Providing clear pictures of the damaged item and packaging helps us expedite the process of sending a replacement order. This information is crucial for our internal reporting and helps us investigate the issue with our print and logistics partners to prevent similar incidents in the future. You should not attempt to return a damaged product. You should not return a damaged product.
Refunds
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 you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 14 days.
Late or missing refunds
If you haven’t received a refund yet:
- first check your bank account again
- 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 yet, please contact us at sales@innereye.eu .
Returns policy
All orders of physical goods are personalised and printed on demand. As a result we are unable to accept returns.
Note that customers are not expected to return goods which were already damaged when they received them.
Need help?
Contact us at sales@innereye.eu for any issues related to your order.