Return & Refund policy

Welcome to our Return & Refund Policy. We aim to provide a hassle-free experience for our customers. Below, you'll find details on how to initiate returns, our refund process, and more.

1. Incomplete Order Claims Policy

To ensure the utmost transparency and fairness for both our customers,  SERENEHAVEN PTE. LTD. and NEXXVISION LIMITED, we have implemented a policy regarding claims for incomplete orders. This policy helps us accurately assess and resolve any issues related to orders not received as purchased.

Effective 23 Sep, 2023, all customers are kindly requested to record a video of the unboxing of their order from the moment of breaking the seal of the package until all contents are fully revealed. This step is crucial for the following reasons:

  • Verification of Claim: The video serves as evidence to support claims of incomplete orders, allowing us to swiftly verify and address your concerns.
  • Protection for Both Parties: This procedure ensures protection for both our customers and our company, providing a clear and unbiased account of the order’s condition upon arrival.
  • Efficiency in Resolution: With concrete evidence, we can expedite the investigation process, ensuring that any rightful claims are resolved promptly and satisfactorily.

    How to Submit Your Video:

    • Ensure the video clearly shows the process of opening the package and revealing all of its contents.
    • The video must not be paused or edited to maintain the integrity of the unboxing.
    • Submit the video along with your claim through support@insipeek.com

    Please Note: Failure to provide an unboxing video may result in the inability to process a claim for an incomplete order. We appreciate your understanding and cooperation in adhering to this policy, which is designed to protect and benefit our customer community.

    We value your trust and are committed to ensuring a transparent and fair resolution process. If you have any questions or concerns regarding this policy, please do not hesitate to contact our customer service team.

     

    2. RETURN AND REFUND POLICY OVERVIEW

    Our Return & Refund Policy is designed to ensure a smooth and transparent process for our customers. This policy includes the following key provisions:


              - Eligibility for Returns – Specifies the conditions under which items may be returned, including defective products, incorrect orders, or items that remain unused and in their original condition.
               - Return Timeframe – Defines the period within which customers must initiate a return request.
               - Return Process – Outlines the steps required to request a return.
               - Refund Conditions – Details the circumstances under which refunds may be issued, including full refunds, partial refunds, or store credits.
               - Processing Time – Establishes the expected duration for return and refund processing.
               - Exclusions & Limitations – Identifies items that are non-returnable or non-refundable, such as final sale items or personalized products.
               - Return Shipping Costs – Clarifies whether the customer or the company is responsible for return shipping fees.
               - Refund Method – Specifies how refunds will be processed, such as through the original payment method or store credit.


    This policy ensures clarity and fairness for both the customer and the company. Please refer to the full Return & Refund Policy for specific details and terms.

     

    3. ELIGIBILITY FOR RETURNS

    All items purchased from our store are eligible for return, provided that the customer submits a return request within the specified return timeframe as outlined in our Return & Refund Policy. The item must meet all applicable return conditions to qualify for a refund or exchange.
    For further details on return eligibility and conditions, please refer to our complete Return & Refund Policy.

     

    4. RETURN TIMEFRAME

    Customers must submit a return request within 10 days from the order's arrival date. Requests made beyond this period will not be accepted.

    For more details on the return process and conditions, please refer to our complete Return & Refund Policy.

     

    5. RETURN PROCESS

    To initiate a return, customers must send a request via email to support@insipeek.com within the specified return timeframe.
    The email must include the following:


              - A video clearly showing the defect or issue with the item.
              - A photo of the shipping label.
              - A photo of the product received.


    Upon receiving the request and required evidence, our customer support team will review the case and provide detailed return instructions. Customers must follow these instructions to ensure proper processing of their return. Failure to provide the requested evidence or to comply with the return guidelines may result in the request being denied.


    How to Submit Your Video
    To support your return request, the submitted video must meet the following requirements:


              - The video must clearly show the entire process of opening the package and revealing all of its contents.
              - The video must be continuous, without any pauses, cuts, or edits, to maintain the integrity of the unboxing process.
              - The video must be submitted along with your return request via email to support@insipeek.com

    Failure to provide a valid video as per these guidelines may result in the denial of the return request.
    For further details, please refer to our full Return & Refund Policy.

     

    6. REFUND AND REPLACEMENT CONDITIONS

    Refunds and replacements are applicable only in the following situations:


              - Defective items – The product has a manufacturing defect.
              - Damaged items – The item was damaged during transit.
              - Wrong items – The received product does not match the order.
              - Broken items – The product arrived broken or unusable.
              - Missing parts – Essential components or accessories are missing from the package.
              - Lost items due to our error – The order was lost in transit due to an error on our part.


    For all other cases, customers must return the item to our warehouse address. Once we receive and inspect the returned item and confirm its condition, we will proceed with the refund.
    Customers must follow the return instructions provided by our support team to ensure proper processing. Failure to comply with these guidelines may result in the request being denied.
    For further details, please refer to our full Return & Refund Policy.

     

    7. PROCESSING TIME

    Once the inspection and investigation process is completed, we will issue the refund within 5-7 working days. The refund will be processed using the original payment method unless otherwise specified.
    Please note that the actual time for the refunded amount to reflect in your account may vary depending on your payment provider.
    For further details, please refer to our full Return & Refund Policy.

     

    8. EXCLUSIONS AND  LIMITATIONS

    Certain items are non-returnable and non-refundable, including but not limited to:


          - Perishable goods (e.g., food, flowers, plants).
          - Custom or personalized products (e.g., special orders, engraved items).
          - Personal care items (e.g., beauty and hygiene products).
          - Hazardous materials (e.g., flammable liquids, gases, or chemicals).
          - Discounted goods/ sales off goods.


    For any questions or concerns regarding the return eligibility of specific items, please contact us at support@insipeek.com before initiating a return request.

     

    9.RETURN SHIPPING COSTS

    Customers are responsible for covering the return shipping costs for all eligible returns, except in cases where the return is due to our error (e.g., defective, damaged, incorrect, or missing items).

    Shipping costs are non-refundable, and we do not provide return shipping labels. Customers must ensure that the returned item is properly packaged and shipped according to the instructions provided by our support team.

    For further details, please refer to our full Return & Refund Policy.

     

    10. REFUND METHOD

    Refunds will be issued to the original payment account used at the time of purchase. We do not offer refunds to alternative payment methods.

    The time required for the refunded amount to reflect in your account may vary depending on your payment provider.

    For further details, please refer to our full Return & Refund Policy.

     

    11. LATE OR MISSING REFUND (If Applicable)

     

    If you have not received your refund, please follow these steps:

    Check Your Bank Account – Verify if the refund has been credited.

    Contact Your Credit Card Company – Refunds may take some time to be officially posted.

    Contact Your Bank – Processing times vary depending on the financial institution.

    If you have completed these steps and still have not received your refund, please contact us at support@insipeek.com for further assistance.

    For more details, please refer to our full Return & Refund Policy.