Refund policy
Sometimes the fantasy flops. It happens.
Maybe you ordered in a fit of lust then your sensible brain woke up. Maybe you misjudged the size and your body said absolutely not. Whatever the reason, no judgement here.
You have 30 days from the date your order arrives to decide if it is staying or going. To be eligible for a return, your item must be in the same condition it arrived in: unused, unmarked and complete with its original packaging and tags. Basically, it needs to look like it never met you.
To start a return, email us at sales@sinnovator.com and we will talk you through the process.
Please do not just fling things back to us without warning. Unannounced parcels tend to sit in a tragic little heap in the corner of the office while everyone pretends not to see them.
A quick but vital note about the packaging. Every toy is heat sealed in its bag to keep it pristine. Once that seal is broken, it is officially considered used and we cannot resell it. So before you tear it open in a fit of excitement, take a proper look through the window. Check the size. Admire the colour. Make sure it is exactly what you ordered. Savour the suspense for a moment longer.
Changed your mind? No problem at all. Just keep the bag sealed and we will arrange a return. If there is a genuine fault such as a manufacturing defect or damage on arrival, we will sort it regardless of whether it has been opened. We have standards, but we are not monsters.
Something Wrong With Your Order?
If your order turns up damaged, defective, or looking suspiciously unlike what you ordered, let us know as soon as you can at sales@sinnovator.com
Attach a photo of the problem so we can work out what went wrong and fix it. If the problem is that something is missing, do not worry, we are not going to make you photograph an empty box. We will believe you.
The “We Cannot Take This Back” List
There are a few things that cannot return from their journey:
- Custom or personalised creations - Once we have brought your dream creature to life in that very specific colour mix your brain cooked up, it is yours till the end of days.
- Gift cards - These are already essentially money
Not sure your item qualifies? Email us and ask.
Exchanges
Here is the honest truth: we do not offer straightforward exchanges. Our system is not built for it.
However, if you contact us, we can usually work something out. We actually want you to be happy with what you ordered. We are not monsters.
How Refunds Work
Once your return arrives with us, we will inspect it to make sure it is still in returnable condition. We will then confirm whether your refund has been approved.
If it is, your refund will be processed back to your original payment method.
Your bank or card provider may then take a few days to stop holding your money hostage and actually show the funds in your account. That delay is entirely on them.
Return Shipping
We do not provide return labels, so you will need to cover the cost of sending your item back to us.
Please keep proof of postage and email it to sales@sinnovator.com. It makes tracking your return much easier and helps us process everything faster, instead of playing “guess the parcel” in the stockroom.
Still Confused?
Email sales@sinnovator.com
Jade and Melissa will take care of you. They are considerably nicer and more patient than this policy sounds, and far less chaotic than the toys.
