Innaide Refund, Return & Replacement Policy

This policy explains when you can return a Product, when you are entitled to a refund or a replacement, how our warranty works and how we process refunds. It forms part of, and should be read together with, our Terms of Service, Shipping Policy, Pre-Order Terms and Disclaimer.

1. Who we are

Innaide is the consumer brand of Synthria Technologies Private Limited.

Registered office: E-16/1686, SF A.S. Road, Bapa Nagar, Karol Bagh, New Delhi, Central Delhi, Delhi, India – 110005
CIN: U62099DL2024PTC427267
GSTIN: 07ABMCS8325A1ZC
Customer support: info@innaide.com
Support phone: +91 98102 58910
Support hours: Monday to Friday, 12:00 to 18:00 IST
Websites: innaide.in and innaide.com

In this policy, a business day means a day other than a Sunday or a gazetted holiday applicable in Delhi, India, and the "Smart Shorts" means the Innaide Lift Smart Shorts.

2. How to raise a request

All returns, refund requests, replacement requests, manufacturing defect claims, warranty claims and delivery complaints must be raised by email at info@innaide.com. This is our official customer support and claims channel.

Please include:

• your order number
• the name on the order and your registered email address
• a clear description of the issue
• photographs or videos of the Product and packaging, where applicable

We may ask for further information or evidence in order to assess your request, and we may ask you to keep the Product and its packaging available for inspection or collection.

3. At a glance

This table is a summary. The sections below govern.

4. Change-of-mind returns

We accept change-of-mind returns on the following basis.

Time limit. You must request the return by emailing info@innaide.com within 72 hours of delivery.

Condition of the Product. Because the Smart Shorts are a wearable item worn in intimate contact with the body, hygiene requirements apply:

• The Product may be opened.
• The Product must not have been worn.
• The Product must not have been used.

Please return the Product with all components, accessories, documentation and original packaging.

Return shipping. For an eligible change-of-mind return, Innaide bears the return shipping cost. We will arrange the return pickup and tell you how to prepare the Product for collection.

Refund amount. The refund is the Product amount only. Any original shipping charge you paid is not refunded.

For a pre-ordered Product, the Product amount includes the pre-order token you paid. An approved change-of-mind return on a pre-order therefore refunds the full amount you paid for the Product — ₹4,999 for the current Innaide Lift Smart Shorts cycle. As Innaide bears the shipping charge on pre-orders, there is no shipping charge to deduct.

If the Product has been worn or used. If, on inspection, we determine that the Product has been worn or used, the refund will be withheld and the Product will be shipped back to you. We will tell you the reason for the decision before we return the Product.

Change-of-mind returns are separate from claims for damaged, wrong or defective Products, which are covered in Sections 5 to 8 and are not affected by this section.

5. Damaged packages and Products

Visible damage at the time of delivery. If the package appears visibly damaged when it is delivered, you must refuse delivery where it is reasonably possible for you to do so, and then contact us at info@innaide.com. If you would prefer a replacement rather than a refund, please tell us this specifically when you contact us.

Damage discovered after delivery. If you discover damage after delivery:

1. Report it to us within 72 hours of delivery.
2. Provide photographs or other evidence of the damage, including the packaging where available.
3. We will assess and verify the claim.
4. If the damage is confirmed, we will replace the Product.

6. Wrong product, wrong size or incomplete order

If you receive the wrong Product, the wrong size or an incomplete order, report it to us at info@innaide.com within 72 hours of delivery. We may request photographs, order details, packaging information or similar evidence.

If the issue is confirmed, the remedy is a replacement.

7. Lost shipments

If a shipment appears to have been lost in transit, contact us at info@innaide.com. We will raise the matter with the courier or logistics provider and investigate. If the shipment is confirmed as lost, you may choose either a replacement or a refund of the amount you paid for the affected item. See also our Shipping Policy.

8. Manufacturing defects

A suspected manufacturing defect is handled separately from the warranty in Section 9.

Time limit. A suspected manufacturing defect must be reported to us within 30 days of delivery.

Process.

1. You contact us at info@innaide.com with your order number and a description of the issue, with photographs or video where possible.
2. We assess the claim.
3. An Innaide technician may inspect or check the Product. We will tell you how to make the Product available for inspection.
4. If the issue is determined to be a manufacturing defect, we will offer you a replacement or a refund.

This 30-day manufacturing defect process is not the same as the warranty described in Section 9, and neither replaces the other.

9. Warranty

The Innaide Lift Smart Shorts have two components with different warranty periods, each running from the date of delivery:

What the warranty covers. The warranty covers a Product that, within the applicable warranty period:

• does not work as intended; or
• deteriorates prematurely despite normal use and normal wear.

Warranty remedy. Where a warranty claim is accepted, we will repair or replace the affected component, at Innaide's discretion. The warranty does not provide a refund.

Making a warranty claim. Email info@innaide.com within the applicable warranty period with your order number, a description of the issue and photographs or video where possible. We may ask you to send the Product to us or make it available for inspection.

Registration is not required. Proof of purchase from innaide.in or innaide.com is enough to make a warranty claim. We will not refuse a claim because the Product was not registered with us.

Warranty on a repaired or replaced Product. Where we repair or replace a component under warranty, the repaired or replacement component carries the unexpired balance of the original warranty period, or a fresh period running from the date the replacement is delivered to you — 90 days for the electronic module and 30 days for the garment — whichever ends later.

What the warranty does not cover.

• damage caused by misuse or improper use
• accidental damage and physical damage
• water or liquid damage to the electronic module
• unauthorised repairs or unauthorised modifications
• normal wear and tear, and any deterioration occurring after the applicable warranty period has ended
• use contrary to Innaide's instructions
• damage caused by improper washing or improper care of the Smart Shorts garment

Normal wear and tear, premature deterioration, and misuse. These are different things and we assess them differently. Normal wear and tear is the gradual, expected change in a garment or device that comes with ordinary use over time, and is not covered. Premature deterioration is a failure or loss of function that occurs earlier than would reasonably be expected under normal use within the warranty period, and is covered. Damage caused by misuse or improper care is damage resulting from use or handling contrary to our instructions, and is not covered. We will explain the basis for our assessment if a claim is declined.

The warranty is a commercial commitment offered by Innaide in addition to your statutory rights. It does not replace or reduce any remedy available to you under applicable Indian law.

10. How refunds are processed

Approval. We will assess your request and confirm whether a refund has been approved.

Processing. Approved refunds are processed within 7–15 business days of approval.

Crediting of funds. After we process a refund, the time taken for the funds to reach you depends on your bank or payment provider. Approval, processing and crediting are separate stages, and we cannot promise that your bank or payment provider will credit the funds within our processing timeframe.

Method. Refunds are generally made through the original payment method, subject to the limitations of the payment provider. Where a refund to the original method is not possible, we will agree an alternative method with you. We retain payment information only to the extent necessary to process refunds.

Limit. A refund never exceeds the amount you actually paid for the Product. We do not currently offer discount codes or referral credits.

Refunds relating to pre-orders, including refunds of the ₹499 pre-order token for the current Innaide Lift Smart Shorts cycle, are described in our Pre-Order Terms and are processed on the same 7–15 business day basis.

11. Pre-orders

Pre-order cancellations and token refunds are governed by our Pre-Order Terms. In summary, the pre-order token is refundable at any time before dispatch; if you do not complete the balance payment within 7 days of being contacted, the pre-order is cancelled and the token is refunded; and if we are unable to fulfil a pre-order you may choose to wait or to receive a refund of the amount you have actually paid.

Once a pre-ordered Product has been delivered, this Refund, Return & Replacement Policy applies to it in full, in the same way as it applies to a regular order.

12. Incorrect addresses, refused and uncollected shipments

Where a delivery fails because the address or contact information you supplied was incorrect or incomplete, or where you refuse or fail to collect a shipment without a valid reason, our Shipping Policy applies. Re-delivery may be arranged and additional shipping or re-delivery charges may apply, to the extent permitted by law. Any refund in these circumstances is handled under this policy and applicable law.

This does not apply where you refuse delivery of a visibly damaged package as described in Section 5, or where you are otherwise entitled to refuse delivery.

13. What this policy does not cover

• Products that have been worn or used, where the request is a change-of-mind return under Section 4
• issues reported outside the applicable time limits in this policy, except where a longer period applies under law or under the warranty
• damage or deterioration falling within the warranty exclusions in Section 9
• Products purchased from anyone other than Innaide through innaide.in or innaide.com

Nothing in this section limits your statutory rights.

14. Your statutory rights

Nothing in this policy is intended to exclude, restrict or limit any right or remedy available to you under the Consumer Protection Act, 2019, the Consumer Protection (E-Commerce) Rules, 2020, or any other applicable Indian law that cannot lawfully be excluded, restricted or limited, including rights in relation to defective goods, deficient services and product liability. Where any provision of this policy conflicts with such a right, that right prevails.

15. Changes to this policy

We may update this policy from time to time. Updated versions will be posted on innaide.in and innaide.com and will be shared by email with users who have purchased a Product from us. Updated terms will not be applied to a user whose relevant order or pre-order has already been refunded. Nothing in this section operates to exclude any obligation imposed on us by applicable Indian law.

16. Grievance redressal

If your request is not resolved to your satisfaction, you may escalate it to our Grievance Officer.

Grievance Officer: Vishva Raj
Designation: Founder/CEO
Email: info@innaide.com
Phone: +91 98102 58910 (Monday to Friday, 12:00 to 18:00 IST)
Address: E-16/1686, SF A.S. Road, Bapa Nagar, Karol Bagh, New Delhi, Delhi – 110005

We will acknowledge a complaint received by the Grievance Officer within forty-eight (48) hours of receipt and will endeavour to redress it within one (1) month from the date of receipt.

17. Governing law and jurisdiction

This policy is governed by the laws of India. Subject to Section 14 and to any mandatory statutory forum available to you as a consumer, the courts at Delhi shall have jurisdiction.

18. Contact

Synthria Technologies Private Limited (brand: Innaide)
E-16/1686, SF A.S. Road, Bapa Nagar, Karol Bagh, New Delhi, Delhi – 110005
info@innaide.com | +91 98102 58910
Support hours: Monday to Friday, 12:00 to 18:00 IST