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GENERAL INFORMATION

CLAIM POLICY

 

  • No returns will be issued on products used or distributed. If a customer uses a defective or misprinted product, a credit claim can only be made for the unused balance of the order which must be returned to the factory. (Sorry, no exceptions.)

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  • Merchandise claimed to be incorrect or defective due to factory error within 30 days from ship date, will be replaced or repaired at no additional cost after factory evaluation and approval. For all claim issues, customer must provide detailed photos specifically highlighting the defective issue in support of the claim. We require the defective specimen samples to be selected at several different locations from inside boxes and cartons and the photos be taken next to the inner box or bags from which they were selected. Orders of 250 quantity require 2 photos of 5 defective items, 500 quantity require 4 photos of 10 defective items, 1000 quantity require 6 photos of 20 defective items. Failure to provide clear images requested may delay in claim process. Factory may also require physical samples of the claimed defect product to be returned at Factory expense. No returns will be accepted without prior verbal return authorization from the factory and a written “authorization form” will be supplied for enclosure with the returned shipment. Credit will not be issued for merchandise returned without proper emailed photo documentation and factory authorization. Credit cannot be issued without the pre authorized return of product.

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  • Factory is not responsible for damages due to carrier mishandling or for any service failures incurred during transit. All claims must be made directly with the carrier. Shipments made on customer third party accounts create a direct relationship between the customer and the carrier (unfortunately, Innovation Line is unable to intervene).

     

  • It is the responsibility of the recipient to open and inspect Innovation Line merchandise upon receipt. All claims must be made within 30 days of receipt of merchandise (no exceptions). Products supplied are intended for immediate use and under no circumstances can claims be lodged beyond this timeframe. Over time batteries will drain, hand sanitizers may leak, and all components and ink just generally degrade with age and are affected by storage or transit conditions, temperatures and other variables beyond factory control. Certain products are made of natural materials or are handmade, and variations are normal and not considered a defect.

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  • We strongly recommend the artwork submitted be laid out the way it should appear when printed. We reserve the right to use the art provided as we see fit, using our best judgment to make logo and copy fit within our printing templates on our products. Slight alterations and modifications are considered acceptable and no credits or adjustments can be made under any circumstances.