Refund policy

Return & Refund Policy

Non-Returnable & Final Sale Items
For hygiene reasons, third-party sourcing constraints, and clearance rules, the following items are Strictly Final Sale and cannot be cancelled, returned, or exchanged:
• Swimwear, Lingerie, and Sleepwear
• Non-INNA Branded Products (including third-party and Vietnamese designer partner collections)
• Sale and Promotional Items

Please note that order cancellations or returns are NOT accepted due to delivery timeframes. We kindly ask that you plan your delivery time carefully before placing an order.

Returns & Exchanges (INNA Apparel Only)
For regular INNA branded apparel (excluding swimwear, sleepwear, lingerie, and sale items), we accept return or exchange requests within 7 days of delivery under the following conditions:
• Items must be unworn, unwashed, undamaged, and in their original packaging with all tags attached.
• Return shipping costs for non-quality-related returns or exchanges are the sole responsibility of the customer.
• Arrangements and return approvals must be made with our customer support team in advance.

Quality Issues & Damaged Items
We strictly inspect all items before dispatch. If you receive an item with a manufacturing defect or quality issue:
• Please contact our customer service team at inna.au.official@gmail.com within 7 days of delivery with your order number and clear photos of the issue.
• Upon verification, we will prioritize sending a free replacement for the item. If a replacement is out of stock or unavailable, a full refund will be provided.

Shipping & Unclaimed Packages
All orders are shipped with tracking numbers provided upon dispatch.
• Customers are responsible for monitoring their shipment using the provided tracking link.
• INNA is not responsible for lost or missing parcels caused by uncollected packages or delayed tracking oversight by the recipient.
• If a parcel is returned to us due to non-collection or an incorrect shipping address provided by the customer, the customer will be required to cover the re-shipment fee. Original shipping fees are non-refundable.