Refund policy

Return & Exchange Policy

We hope you love your Ïnnassi piece. However, if you are not fully satisfied, you may request a return under the conditions below.

1. Requesting a Return

If you wish to return an item, you must notify us within 14 days of receiving your order by emailing info@innassi.com.
Return shipping costs are the responsibility of the customer, except in the case of a defective product.

2. Condition of Returned Items

To be eligible for a return, the item must be:

  • Unused and in perfect condition

  • Free from any marks, wear or damage

  • Returned in its original packaging (including labels and protective materials)

Items that do not meet these conditions will not be accepted or refunded.

3. Custom-made items

Custom-made or made-to-order rugs are not eligible for return, cancellation or refund.
These pieces are created specifically for you, and therefore fall outside the standard right of withdrawal, in accordance with Article VI.53 3° of the Belgian Code of Economic Law.

4. Defective or damaged products

If you believe you received a defective or damaged item, please contact us within 48 hours (2 days) of delivery at info@innassi.com with clear photos or video.

Once approved, you may return the product at our expense, and we will send a replacement or offer an appropriate solution.

5. Return shipping

Unless the product is defective, the customer is responsible for:

  • Return shipping costs

  • Proper packaging to avoid damage in transit

We recommend using a trackable shipping service.

6. Refunds

Once the returned item has been received and inspected, we will notify you by email.
Approved returns will be refunded to the original payment method within 7–14 working days.

Shipping fees are non-refundable unless the return concerns a defective item.

Important notes

  • Returns that do not comply with our conditions will be rejected and sent back to the customer.

  • We reserve the right to refuse returns showing signs of use, damage or modification.

  • In case of dispute, proof of delivery date and return will be required.

We value your satisfaction

Our goal is for you to feel fully confident and delighted with your purchase.
If you are unsure about an item before ordering, please contact us we are happy to assist with additional photos, videos or styling guidance.