Refund policy
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at hello@innatelab.com Please note that returns will need to be sent to the following address: 10330 Chedoak CT STE 101 Jacksonville, FL 32218
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at hello@innatelab.com.
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Refund Policy for Custom Products (Non-Returnable)
We strive to provide you with high-quality products that meet your expectations. However, please note that all custom items are non-returnable. We encourage you to carefully review the following information regarding color variations, spelling accuracy, graphic quality, and sublimation process imperfections before placing your order.
Colors may vary: Please be aware that the colors of your printed product may differ slightly from what you see on your screen. Due to variations in monitor settings and the printing process, we cannot guarantee an exact color match. We make every effort to reproduce colors as accurately as possible, but there may be slight variations. By proceeding with your order, you acknowledge and accept that color variations may occur.
Spelling accuracy: As the customer, you are responsible for verifying the accuracy of all text, including spelling, grammar, and punctuation, on your custom design before submitting your order. We will not be held responsible for any errors in the text after your approval. Once you have approved the design, it will be printed exactly as submitted and approved by you. Please ensure that you carefully review and proofread your design before giving your final approval.
Graphic quality: To ensure optimal print quality, we recommend submitting images with a resolution of 300 dpi or higher. If you choose to submit a lower-resolution image (below 300 dpi), please understand that the printed result may not be as clear or sharp as desired. We will not be held responsible for any issues arising from using low-resolution graphics, and we will print your design as-is. It is your responsibility to provide high-quality images for the best printing outcome.
Sublimation process imperfections: While we utilize the highest quality sublimation printing process, it is important to note that minor imperfections may occur in the arm, shoulder, and collar areas of your printed product. These imperfections are a natural result of the printing process and are not considered defects. By agreeing to these terms, you acknowledge and accept that such imperfections may be present in your final product. Rest assured that these imperfections do not compromise the overall design or durability of the garment.
Refund policy: Due to the personalized nature of custom apparel, all custom items are non-returnable. We cannot accept returns or provide refunds unless the product arrives damaged or there is a mistake on our part. In the event that your order arrives damaged or with an error, please contact our customer support within 14 of receiving the product, and we will be happy to assist you in resolving the issue.
We value your satisfaction and aim to provide the best customer experience possible. If you have any questions or concerns regarding our refund policy or any other aspect of our custom apparel service, please don't hesitate to reach out to our customer support team.
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at hello@innatelab.com.
