Refund and Returns Policy

In which situations can I get a refund?

You’re free to change your mind about your order for any reason within the first 30 days of receiving it.

Sometimes issues only appear after prolonged use, which is why items sold on Innovative Hub are covered by a 1-year Commercial Warranty provided by the Seller. The 1-year Commercial Warranty starts from the date of delivery and covers materials and workmanship defects whether affecting hardware or software.

The 1-year Commercial Warranty doesn’t apply to wear and tear from normal use, including a decrease in battery capacity, significant impact damage, or oxidation, also known as liquid damage. The 1-year Commercial Warranty will also no longer be valid if your item has been tinkered with by anyone not authorized by the seller.

Under the 1-year Commercial Warranty, if the seller is unable to repair or replace your item, they’ll automatically refund you.

The 1-year Commercial Warranty is offered in addition to the legal guarantees due by the Seller and therefore does not affect your rights under the legal guarantees.

How will I be refunded if I paid with a credit or debit card?

Your refund amount will be sent to the credit or debit card you used to make your purchase.

What’s an “ARN” and how do I find it?

An ARN, or “Acquirer Reference Number”, is a unique number created to identify credit or debit card transactions. It makes your refund traceable in case there’s an error with the bank account or the seller’s account. It’s rare, but your bank may ask for an ARN so they can refund you.

If you need the ARN to identify your transaction, reach out to Innovative Hub Customer Care in your ongoing help request conversation. You can find the conversation by logging into your customer account > “Orders” > “Go to conversation” next to the order in question.

How can I check if I was refunded?

• Check your email. We’ll send a notification email to the address linked to your Innovative Hub account.
• Log in to your Innovative Hub account. If you’ve been fully refunded, you’ll see a banner labeled “Refunded order” on the purchase in your order history. Just log in to your Innovative Hub account > “Orders”. Note that if you got a partial refund, the banner won’t appear.
• Open your conversation thread with Innovative Hub Customer Care. We’ll send you an update in our conversation thread when your refund has been issued.

How will I be refunded for orders paid for via PayPal?

The amount refunded will be directly transferred back to the PayPal account you used to make the purchase. This can take up to 5 business days but it can depend on your bank. Unfortunately, Innovative Hub doesn’t have control over this.

If you don’t see the money show up in your PayPal after 5 business days, please reach out to us via our website and we’ll make sure that you’re refunded right away. Don’t forget to include your order number and the amount of the refund so we can solve this for you as quickly as possible.

Can my refund be sped up? How long does it take?

Unfortunately, Innovative Hub is not able to speed up your refund. Once issued, processing times are set by your payment method and bank, and are outside of Innovative Hub’s control.

What if I don’t see the money in my bank account?

If you’re sure you’ve been refunded and have taken into account the processing time for your payment method, we’re happy to help you figure things out.

Contact Innovative Hub Customer Care by logging in to your Innovative Hub account > “Orders” > “Get help”. We’ll get back to you within 1 business day — so sit tight, we’ll be in touch soon.

Need to return an item to its seller?

This step-by-step guide will help you send off the item with peace of mind so you can get your refund, repair, or replacement underway quickly.

You can return any undamaged item within 30 days of receiving it for a full refund or exchange. After that, our 1-year warranty still has your back for any technical issues.

For more information, and to avoid unnecessary delays, take a closer look at our return policy and then follow the steps below.

1. Contact Innovative Hub Customer Care

Log in to your Innovative Hub account > “Orders” > “Get help”.

Follow the prompts, answering the questions about your return.

When you’ve reached the confirmation screen, the return process is underway. You’ll receive an email with the return label and instructions.

2. Prepare your item for return

1. Check your warranty coverage.
2. Send us photos of your item.
3. Back up and/or transfer your data.
4. Disconnect your item from any user account or eSIM.
5. Place your order details inside the return package.
6. Pack your item according to our instructions.
7. Ship it to the seller.