At Innovate Supplies and Solutions (Pvt) Ltd (ISAS), we are committed to delivering quality across our wide range of products and services – from IT solutions and office supplies to custom printing and creative items. If you’re not fully satisfied with your purchase, here’s everything you need to know about our return and refund process.
🔁 Return & Refund Window
Our return policy is valid for 7 calendar days from the date of delivery. If more than 3 days have passed since you received your order, unfortunately, we cannot offer a refund or exchange.
✅ Eligibility for Returns
To be eligible for a return:
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The item must be unused, undamaged, and in original packaging.
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All accompanying accessories or documents (if any) must be included.
You must notify us via email or WhatsApp within the eligible window with your order number, reason for return, and supporting images or video (if applicable).
❌ Non-Returnable Items
The following items are not eligible for return or refund:
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Customized products (e.g., custom mugs, printed t-shirts, frames, business cards, labels)
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Personalized gifts
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Greeting cards, name boards, engraved products
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Downloadable software or digital products
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Health or hygiene-related items (if applicable)
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Items purchased under clearance/sale promotions
We recommend reviewing all customization details carefully before placing an order.
🛠️ Items Eligible Due to Damage or Error
If an item is:
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Defective
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Incorrectly delivered
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Damaged during transit
You are eligible for a full return or exchange. However, you must notify us within 12 hours of receiving the product with photo/video proof via email at [email protected] or WhatsApp.
💸 Partial Refunds (If Applicable)
Partial refunds may be granted under the following conditions:
🔄 Refund Process
Once your return is received and inspected:
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You’ll receive an email confirmation regarding approval or rejection.
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If approved, a refund will be processed to your original method of payment within a reasonable timeframe.
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Return shipping charges (if applicable) may be deducted from the refund.
🕒 Late or Missing Refunds
If you haven’t received your refund yet:
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Check your bank account again.
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Contact your card provider (posting may take time).
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Contact your bank to check processing delays.
Still no update? Reach out to us at [email protected].
🔄 Exchanges
We only replace items if they are defective or damaged. For exchanges, contact us first with the issue and send your item to:
📦 Returns Address:
977/B/2, Sri Jayanthi Mawatha, Hunupitiya, Wattala, Sri Lanka.
🎁 Gifts
If your item was marked as a gift and shipped directly to you:
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You’ll receive a gift credit for the value of your return.
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Once we receive the returned item, a gift certificate will be emailed to you.
If the item was not marked as a gift or sent to the purchaser, we will issue the refund to the original buyer.
🚚 Return Shipping
Customers are responsible for the return shipping cost unless the item was received damaged or incorrect due to our fault.
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Shipping costs are non-refundable.
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For high-value items, we recommend using a trackable courier or purchasing shipping insurance.
💬 Need Help?
We’re here to assist you.
Contact us at:
📧 [email protected]
📱 WhatsApp support available : 074 193 6166