Shipping policy

Shipping and tracking of your package

When the ordered products are in stock, packages are generally shipped within 1 to 3 days after receipt of payment. For the bulkiest products (Trays, furniture, etc....), this delay may be longer as the preparation time and the delivery method are longer. During peak periods (sales, Christmas...), the preparation, shipping, and delivery times are longer.

Our Logistics Service is at your disposal: logistique@inova-france.fr if you have any questions regarding the delivery time of an order already placed or that you are about to place on the site. For parcel deliveries made by express courier (concerns non-bulky parcels weighing less than 32 kg), we will systematically send you a link to track your parcel online.

Delivery fees are free regardless of the order amount, for any delivery address accessible by a truck with a tail lift and located in mainland France (excluding Corsica, coastal islands, and mountainous areas). Delivery fees apply for Corsica, coastal islands, mountainous areas, and addresses not accessible by a truck with a tail lift. Delivery times are provided for informational purposes only. I-NOVA cannot be held responsible for the consequences resulting from delivery delays beyond its control.

For any order and especially when shipping fees are applied (European Countries), we recommend that you group all your items in a single order. We cannot combine two separately placed orders and shipping fees will apply to each of them.

When preparing orders, special attention is given to fragile items. The dimensions of the packages are appropriate and your items are properly protected. In case of delivery damage, please refer to the information provided in our Terms and Conditions of Sale.

 

Deliveries

Products are delivered to the address indicated on the order form, or to a Relais Colis. Only packages weighing less than 30kg and that meet the size limits can be delivered to a Relais Colis. Heavy or bulky products (trays, desks, furniture...) are systematically delivered by carrier to the doorstep. For home deliveries, carriers are instructed to leave the packages in front of the house or at the foot of the building. A delivery notice may be left in the mailbox. For certain items, deliveries may be subject to special conditions. These conditions are communicated either directly on the site at the time of the order or after its validation.

The presence of the adult person previously notified by the carrier to receive the goods is essential. In case of absence, the goods will be returned to the carrier's depot and delivered again at the customer's expense. If the carrier attempts to deliver on a date not agreed upon, the delivery should be refused by anyone not authorized to inspect the goods, as they would not be able to claim any potential recourse later (the new delivery being at the carrier's expense). It is imperative that the goods are fully unpacked and checked (at the time of delivery or when picked up at Relais Colis), with the utmost care by yourself or by a person you have authorized to do so. By signing the carrier's delivery receipt, the customer acknowledges having received the goods in a condition that conforms to what was sold to them (condition, quantity, reference, color, etc).

In case of damage, missing or non-compliant items, the customer has two options: refuse their order or accept it in its entirety. In both cases, they must indicate the reasons for the refusal, or the reservations in the case of partial damage, on the carrier's delivery note, of which they will keep a copy. Note that the reservations must be very specific (which product has what damage) to be taken into account and lead to a replacement. Accepting the entirety of an order that is subject to partial damage allows the customer to save time if the order is urgent. In cases of transport-related damage, the designation of the item and the mention of transport damage must appear on the receipt, whether the order is refused or not, otherwise any recourse against the carrier would be impossible. It is recommended to take photos justifying the problem (damaged package, broken product). In case of delivery not conforming to the order, the customer must inform I-NOVA no later than the next business day following the delivery day. Important: the mention "subject to unpacking" has no legal value. When a professional customer has their order delivered to a construction site or to their end client, they must authorize a person of their choice to receive their order under the above conditions. In any case, the Customer must check the condition of the delivered items within 48 hours; after this period, no recourse will be possible.

No compensation, exchange, or refund will be made if the conditions listed above are not met. If applicable, your only recourse will be to take action against the carrier within three days by notifying them of the damage by registered letter with acknowledgment of receipt, as permitted by Article L.133-3 of the Commercial Code.

Return of goods (withdrawal period)

As part of the right of withdrawal provided for by the Hamon law on e-commerce, you have a period of 14 clear days to return at your expense the goods you do not wish to keepIn this case, the items must be returned in their original packaging, in perfect condition, accompanied by all accessories and any instructions, as well as the duly completed return coupon attached to the invoice. Incomplete, damaged, or soiled items will not be eligible for a refund.

To make a return, you must first contact an advisor by email through the " Contact us ». The mode of transport to be used, which varies according to the products, as well as the return address, will thus be communicated to you and I-NOVA will record the return request. In any case, the customer must ensure that the product is insured for its market value by the carrier they have chosen, as the return of the merchandise is at their own risk.

No shipping with freight collect or cash on delivery will be accepted. If the customer wishes for a refund instead of an exchange or a credit note, it will be processed within 14 days, if possible using the same payment method as that used for the purchase.