Customer Care

Shipping and Delivery

Once your order has been confirmed and paid on working days before 3:30 PM (UTC +1), we will ship your order the same day. This applies to all products that are in stock.                                                              

** If a product is temporarily unavailable, we will notify you about this at our online store.

We ship your order in a neutral package and also ensure that your products are optimally packed, for the best protection on the way. For shipping we are using the following carriers: PostNL, DPD, and FedEx. The service you can use depends on the country you live in. 

For orders outside the EU, any additional costs for VAT and / or clearance costs must be taken into account.

Within the Netherlands and Belgium, you can expect the order the next day, we will hold 1 to 2 business days to be sure.

For all EU shipments within the EU an average delivery time of 4 days applies, it differs per country from 2 to 7 days delivery time. All shipments outside the EU are calculated with FedEx, FedEx will also show the delivery time with this calculation.

Bear in mind that for shipments outside the EU there is a potential customs check. This is sometimes unavoidable due to the type of product that we are selling. Unfortunately, we don’t have any influence on this. We will, however, always maintain contact with the customs for you.

You will automatically receive your tracking number, regardless of which carrier has been chosen. If you have not received your tracking number, please e-mail or call us. 

 

I have submitted a wrong delivery address!

Have you provided a wrong delivery address by mistake? Then contact us as soon as possible. 

We will then try to change your order.

Returns

As a consumer, you have 14 days to review your order, in addition, it can be (un)opened and returned unused without giving a reason. We do, however, ask you to contact us first so that we are aware that your order will be returned. You need to use our RGA form for this. Fill it in and let us know by sending it to support@i-nvention.com.

When you inform us within 14 days, you also have 14 days to return the order. If you use the right of revoke, the product with all supplied accessories and - if reasonably possible - in the original condition and packaging will be returned to us.

You pay the shipping costs for returning yourself, we are only able to transfer the complete purchase amount (including shipping costs) back to you.

As soon as we receive your order, we will make the refund in order, provided that we have received the order undamaged.

So, treat the product with care and ensure that it is properly packed when returning the parcel.

Warranty and Exchange

If you have opened the package but the product is not in use or something is missing, it’s a warranty issue. In this case, e-mail or call us and we will try to resolve the defect to your complete satisfaction.

Some of our products are used for smoking, so you must put them in your mouth or come into contact with heat or fire. Due to hygienic and practical reasons, we are unable to return these products after use.

Exchange product?

Do you want to exchange your product? That is not a problem at all. You can contact us for this. You bear the costs for returning the product yourself.

Payment Methods

We have the following payment methods available for our online store;

IDEAL, Bancontact, Credit Card, Bank Transfer, Maestro, and V-pay. 

Your final options may differ from this, the methods are country dependent. 

As soon as your payment is received and it is before 3:30 PM (UTC +1), we will ship your order the same day.

Complaints

At I-nvention B.V. we understand how frustrating it can be to receive an item that is damaged, incomplete or doesn’t live up to your expectations. We would like to help you further and offer a desired solution.

You can e-mail your complain to: support@i-nvention.com or use the contact form.

Customer care will review your complaint and try to resolve the complaint to everyone's satisfaction. After receiving your complaint, you will receive a confirmation from us. We will answer your complaint within a maximum of 3 working days after receipt, if it requires more time, we will inform you about this.

Since February 15th it is also possible for consumers in the EU to register complaints via the ODR platform of the European Commission. This ODR platform can be found at (http://ec.europa.eu/odr.) If the complaint is not yet being processed elsewhere, you are free to file the complaint via the European Union platform.

FAQ - Frequently Asked Questions