Refund policy

Return and Exchange Policy

We always aim for your complete satisfaction with our products and services.
At INSTACHIQ, we are committed to giving you the best shopping experience. We understand that you may sometimes need to return or exchange a product, so we have created a clear and fair return policy. Please read this policy carefully to understand your rights and obligations.

Basic return conditions

Time frame

You can return unused products within 7 days from the date of receipt.

Product condition

The product must be unused and in its original condition with all accessories included.

Original packaging

The product must be in its original packaging without any damage or tampering.

Important notice: our products are for personal care and cannot be resold once used. Therefore, used products are not eligible for return under any circumstances for health and safety reasons.

Refusing delivery from the courier

You have the right to refuse the shipment directly from the courier without opening the package. In this case:

  • You may refuse the shipment at the time of delivery.

  • You will be responsible for the shipping costs both ways.

  • The parcel will be returned to our warehouse.

  • We will contact you to arrange the refund (excluding shipping costs).

Tip: If you are unsure whether you want the product, it is better to refuse delivery directly with the courier to save time and simplify the return process.

How to return a product

If you have received the shipment and want to return an unused product, please follow these steps:

  1. ### Submit a return request
    Contact our customer service team to submit a return request within 7 days from the date of receipt. Please provide your order number and the reason for the return.

  2. ### Contact from the shipping team
    Our courier (captain) will contact you within 2 business days to arrange a pickup time from your address.

  3. ### Collection of the shipment
    The product will be collected from your address and transferred to our warehouse. This process usually takes about 4 business days.

  4. ### Product inspection
    The product will be carefully inspected to ensure it has not been used and is in its original condition with all accessories and original packaging.

  5. ### Refund
    After confirming the product condition, we will contact you to arrange your preferred refund method (bank account, e‑wallet, or original payment method). Refund time: refunds are processed within 5–7 business days from the date the return is approved, depending on the payment method used.

If the product is found to be used or tampered with

We respect your right to return products, but they must be in their original condition. If it is found that the product has been used or tampered with:

  • The product will be sent back to you and the return request will not be accepted.

  • You will bear the shipping costs both ways.

  • If you refuse to receive the returned product, the shipment will be disposed of according to legal procedures.

  • No refunds will be issued in this case.

Reminder: we reserve the right to thoroughly inspect all returned products. Any attempt to use the product and then return it will result in rejection of the return request.

Return costs

Standard return

The customer bears the return shipping cost (equal to the original shipping charge).

Refusing delivery from the courier

The customer bears the shipping costs both ways.

Defective or non‑conforming product

We bear all costs in full, plus a special compensation.

Product not as described or defective?

If you receive a product that is defective or does not match the specifications, we will cover all costs in full without exception.
As a token of appreciation for your patience, we will also include a valuable gift with your next order as a sincere apology for the inconvenience.

Cases where returns are not accepted

Returns cannot be accepted in the following cases:

  • Products that have been used or whose seals/packaging have been opened.

  • Products for which more than 7 days have passed since the date of receipt.

  • Customized or made‑to‑order products based on your specific request.

  • Products purchased during sales or special promotions (unless otherwise stated).

  • Products damaged due to misuse or neglect.

  • Products that are missing or do not include their original accessories.

Exchanges

If you would like to exchange a product for another one, you can follow the same return process and then place a new order for the desired product. We are currently working on simplifying direct exchanges to save you time and effort.

Tip: For a faster exchange, place your new order as soon as you submit the return request to reduce waiting time.

Tips for a smooth return experience

  • Keep the original packaging and all accessories until you are sure you want to keep the product.

  • Avoid opening or using the product if you think you might return it.

  • Submit your return request within the specified period (7 days from the date of receipt).

  • Contact us immediately if there is any issue with the product upon delivery.

  • Keep your purchase receipt and order number to speed up the return process.

  • Cooperate with the courier when handing over the product for return.

Contact us

If you have any questions about this Refund Policy or need help submitting a return request, our customer service team is ready to assist you:

  • Email: returns@instachiq.com

  • Customer service hours: Saturday to Thursday, from 9:00 am to 6:00 pm

  • Response time: we are committed to replying to all inquiries within 24 hours.

INSTACHIQ

Your satisfaction is our priority, and we always strive to give you the best shopping experience.
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