Refund policy

Return & Refund Policy

Last Updated: October 27, 2026

At Inessera, customer satisfaction is important to us. We are committed to providing a clear, transparent, and reliable return and refund experience for our customers.

This Return & Refund Policy explains return eligibility requirements, return procedures, return shipping responsibilities, refund processing, statutory consumer rights, and customer support information for purchases made through https://www.inessera.net/.

Statutory Withdrawal Rights

Customers may have statutory withdrawal rights under applicable consumer protection laws, including applicable laws in Germany and the European Union where relevant.

Where a statutory right of withdrawal applies to a distance purchase under German or EU consumer law, an eligible consumer generally has 14 days from receipt of the goods to notify us of their decision to withdraw without giving a reason, subject to applicable exceptions and rules for orders delivered in multiple parts. To exercise this right, send an unambiguous withdrawal notice to hello@inessera.net identifying your order and your decision to withdraw. You may use your own wording; a specific form is not required. As an optional model notice, you may write: “To Inessera, hello@inessera.com: I hereby give notice that I withdraw from my contract for the sale of [goods], ordered on [date] and received on [date]. Name: [name]. Address: [address]. Date: [date].” A signature is needed only if submitted on paper.

Where applicable law provides this right, goods should generally be sent back within 14 days after notifying us of withdrawal. We will provide the relevant return instructions; please contact us promptly. For a valid statutory withdrawal, reimbursement will be made within the period required by law, generally within 14 days of receiving the withdrawal notification, although we may be entitled to withhold reimbursement until we receive the goods or evidence that they have been sent back. For an eligible statutory withdrawal based solely on a change of mind, the consumer bears the direct cost of sending the goods back, unless a mandatory rule requires us to bear that cost or we agree otherwise. For incorrect, damaged, or defective goods for which we are responsible, we cover the applicable return shipping cost. Where required by law, reimbursement includes standard outbound delivery charges paid for the order (our currently offered standard shipping is free); additional express delivery costs need not be refunded to the extent permitted by law. Applicable mandatory rules govern any reduction in value due to handling beyond what is necessary to establish the goods' nature, characteristics, and functioning.

These statutory withdrawal rules apply only where the customer has the relevant legal right. Our additional 30-day voluntary return conditions below do not replace statutory withdrawal or statutory defect remedies, and stricter voluntary conditions are not automatically imposed on statutory withdrawals.

Nothing in this policy limits or excludes any mandatory consumer rights, legal warranty rights, or other protections available under applicable law. The voluntary return option below is additional to, and does not replace or reduce, any statutory rights.

30-Day Return Option

In addition to applicable statutory rights, Inessera provides a voluntary return option. A return request under this option must be submitted within 30 calendar days from the date the order is delivered.

This voluntary return option is provided as an additional customer service benefit and does not affect any mandatory consumer rights available under applicable laws.

Return Eligibility

To be eligible for a voluntary return, items must meet the following requirements:

• The item must be unused, unworn, and unwashed.
• The item must be in its original condition.
• All original tags must remain attached.
• The item must be returned in its original packaging.
• A valid proof of purchase, such as an order number or order confirmation, must be provided.

Eligibility for the voluntary 30-day return option is determined by the conditions above. Any exception required or allowed by applicable law will be applied only where it lawfully applies to the specific purchase. Nothing in this section excludes statutory withdrawal rights, defect remedies, or other rights that cannot lawfully be excluded.

How to Request a Return

Before sending any item back, you must contact Inessera customer support and obtain return authorization and the applicable return instructions. Please do not send a return shipment before receiving authorization and instructions from us.

To help us process your request efficiently, please provide:

• Order number
• Product name
• Reason for return
• Photos or supporting information where applicable, particularly for damaged, defective, or incorrect items

Our customer support team will review your request and provide the next steps for completing the return process, including the return instructions. For authorized postal returns, our confirmed return address is WESTENDSTR. 170, MÜNCHEN, 80686, Germany. Please request the return instructions before posting a parcel; the presence of this address on our website does not by itself authorize an unsolicited return. Nothing here restricts the ability to give a legally effective statutory withdrawal notice.

Return Shipping Costs

For voluntary returns due to a change of mind, an unwanted item, an incorrect size selection, or another reason not attributable to Inessera or a product defect, the customer is responsible for the return shipping cost, subject to any mandatory rights under applicable law.

If you receive an incorrect item, or an item that is damaged or defective, Inessera will cover the applicable return shipping cost. Please contact us before sending the item back so that we can review the issue and provide the appropriate return instructions.

We recommend using a trackable shipping service when returning items and keeping proof of shipment. This recommendation does not remove any rights you may have under applicable law if a return shipment is delayed or lost.

Restocking Fees

Inessera does not charge a restocking fee for returns.

Refund Process and Timing

Once returned items are received, Inessera will inspect them within 1–3 business days. We will then notify you of the inspection outcome and the status of your refund request.

For an approved refund, Inessera will process the refund to the original payment method within 1–3 business days after the return inspection and approval.

After Inessera has processed the refund, your bank, card issuer, or payment provider generally requires an additional 3–5 business days to post the funds to your account. The exact posting time may vary by payment provider and is outside our control.

Refunds related to valid statutory withdrawal requests will be processed in accordance with applicable consumer protection requirements and statutory deadlines. Where statutory rules require a different timing or process, those rules will apply.

Discounted Items

A reduced price or promotional discount alone does not remove eligibility under our voluntary return option. The return requirements described above continue to apply to discounted items. This does not affect applicable statutory rights relating to withdrawal or to defective, damaged, or incorrectly supplied products.

Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or incorrect, please contact Inessera within 7 calendar days after delivery where possible so that we can review the issue promptly. Please provide your order details and supporting information, such as photos of the product or packaging.

The 7-day reporting request is intended to help us investigate and resolve the issue efficiently. It does not limit or shorten any statutory rights or remedies available under applicable law.

Inessera will review the situation and provide an appropriate solution in accordance with applicable laws and our policies. For an incorrect, damaged, or defective item attributable to Inessera or the supplied product, Inessera will cover the applicable return shipping cost.

Exchanges

Exchange requests may be available depending on product availability.

If you would like to request an exchange, please contact our customer support team with your order details and preferred replacement information. An exchange must be arranged with our customer support team before you send an item back.

Customer Support Hours

Monday – Friday: 9:00 AM – 6:00 PM Europe/Berlin
Saturday – Sunday: Closed

Contact Us

For questions regarding returns or refunds, please contact us:

Inessera

Website
https://www.inessera.net/

Email
hello@inessera.net

Phone
+49 89-7879-6607

Business and Authorized Return Address
WESTENDSTR. 170, MÜNCHEN, 80686, Germany
Contact us for return instructions before mailing any item.