Returns
Returns
If there is a fault with a product please contact us immediately at christina@innermetta.com to resolve the problem. All claims must be made within 7 days of receipt of goods - the 7 days begin on the day delivery was received.
You must inform our customer service team of your order number (receipt or proof of purchase), the item you are returning and the reason for return. We will then provide you with a unique returns authorisation number and address to return the item to. Please package the item securely and include inside: the original order number, unique returns authorisation number, name and address.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must be in the original packaging and resalable.
There are certain situations where only partial refunds are granted (if applicable)
- Any item not in its original condition - is damaged or missing parts for reasons not due to our error
- Any item that is returned more than 7 days after delivery
- In the event, a customer submits an order, receives a checkout coupon/ offer and places a subsequent identical order: The subsequent order will be refunded less any processing fees. If the customer, then decides to cancel the initial order, processing fees may be incurred at the discretion of the Inner Metta director.
*Please obtain a proof of postage (with tracking) from the post office when you send your item to us. We may not be able to process your refund or replacement in the rare event your item was lost in transit.
*Please note all return shipping fees will be at cost to the person returning goods.
Modifications / How to cancel a order
In the event that you wish to modify your order or cancel your order, you will need to do so before the next day dispatch. Please contact us as soon as possible at christina@innermetta.com and provide your name and order number.
A receipt of modification / cancellation email will be provided to you acknowledging request of changes to be made.
Damaged on arrival
All items are hand-made and hand-packaged. Our quality control is of the highest standard. We replace items if they are defective on our part, not to careless handling on your part. If you need to exchange it for the same item, send us an email at christina@innermetta.com
We will request pictures / videos of the damaged item and a short description of the issue. Depending on the issue we may ask for the return of the item or issue a replacement without a physical inspection of the item.
Faulty manufacturing or broken after use
Our quality control is of the highest standard. We replace items if they are defective on our part, not to careless handling on your part. If you need to exchange it for the same item, send us an email at christina@innermetta.com
We will request pictures / videos of the damaged item and a short description of the issue. Depending on the issue we may ask for the return of the item or issue a replacement without a physical inspection of the item. Replacement of the defective item will be at no cost to the customer.
We do not refund for change of mind
Orders may be cancelled before next day dispatch. A change of mind with no fault to the items do not qualify for a refund.
Exchanges
All items are hand-made and hand-packaged. Our quality control is of the highest standard. We replace items if they are defective on our part, not to careless handling on your part. If you need to exchange it for the same item, send us an email at christina@innermetta.com
Wrong product sent
We apologise this has happened. Please email us at christina@innermetta.com. A return shipping sticker will be emailed to you, to return goods and the wanted items will be sent express to the customer at no extra cost.
Return shipping
You will be responsible for paying for the own shipping costs for returning your item. Shipping costs are non-refundable. If you are to receive a refund, the cost of the original shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you may vary.
You should consider using a trackable shipping service or purchasing shipping insurance. We can't guarantee that we have received your returned item if there is no way of tracking it. Once again, all items must be in an unused, resalable condition.
Refunds (if applicable)
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 the credit automatically refunded to the original method of payment used to make the original purchase. Depending on your bank and country - Australia 1-5 days, international 5-10 business days.
Late or missing refunds (if applicable)
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 christina@innermetta.com
Gifts
If the item was marked as a gift when purchased and shipped directly to you (not the person ordering), you’ll may be eligible to receive a gift credit for the value of your return. Once the returned item is received (in unused condition), a gift certificate will be emailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver. All returned items must be un-damaged, unused and in a resalable condition. Please note our 7-day refund policy.
