Terms of Service

Inoveol is a fashion apparel brand under Chengdu Jinmao Trading Co., Ltd. We firmly believe that high-quality service is equally important as high-quality products. To ensure that every consumer can feel thoughtful and professional service throughout their experience with Inoveol, we have formulated a comprehensive service policy covering pre-sales, in-sales, and after-sales services. From the moment you browse our official website to the long-term use of the products you receive, you can always receive our sincere support. The following are our service commitments and detailed rules. If you have any needs or questions at any stage, you can contact us through various channels.​
I. Pre-sales Service: Thoughtful Guidance to Help You Choose Precisely​
Before you place an order, we are committed to providing you with comprehensive information and professional suggestions to help you find the most suitable products:​
  1. Product Information Consultation: Each product detail page on the official website (www.inoveol.com) is marked with detailed size parameters, fabric composition, washing instructions, and wearing suggestions. If you have any questions about the information, you can click the "Online Customer Service" at the bottom right of the page or call the customer service hotline +86-13689876548. Our customer service staff will provide personalized recommendations based on product characteristics and your needs (such as body type, wearing scenarios, etc.). For example, for consumers of different heights and weights, we will explain in detail the reference standards for size selection to avoid affecting the shopping experience due to size issues.​
  1. Interpretation of Activity Rules: The brand regularly launches new products, holiday promotions, member benefits, and other activities. Details of the activities will be 公示 on the homepage of the official website and social media platforms. If you have any questions about the way to participate in the activities, the rules for discounts, the conditions for receiving gifts, etc., you can send an email to customer@inoveol.com for consultation. We will give you a detailed reply within 12 hours to ensure that you do not miss any benefits.​
  1. Account and Order Assistance: If you encounter operational problems when registering an account, binding information, adding to the shopping cart, or checking out, the customer service will assist you through screenshot guidance, step-by-step instructions, etc. For first-time buyers, we will also take the initiative to inform you of precautions such as payment processes and logistics choices to make your shopping journey smoother.​
II. In-sales Service: Full Follow-up to Ensure a Worry-free Shopping Experience​
From the moment you successfully place an order to the time the product is shipped, we will follow up on the order status in real-time and respond to your needs promptly:​
  1. Order Status Inquiry: You can log in to the "My Orders" page on the official website at any time to check the processing progress of your order (such as "Pending Payment", "Order Received", "Shipped", etc.). If you want to know more detailed information (such as whether the warehouse has packed the goods, whether the logistics has picked up the goods), you can contact the online customer service, and we will check the real-time data for you and feed it back simultaneously.​
  1. Modification of Order Information: Before the order is shipped, if you need to modify the delivery address, contact phone number, or replace the product (same series, same price), you can call the customer service hotline +86-13689876548 to apply. The customer service will verify the order status, and if it meets the modification conditions, the adjustment will be completed within 1 hour, and you will be informed of the modification result via SMS. Please note that if the order has entered the shipping process, the address and product information cannot be modified. We apologize for any inconvenience caused.​
  1. Handling of Payment Issues: If you encounter problems such as payment failure, repeated deductions, or delayed refunds, you can provide the order number and payment 凭证 (such as bank deduction SMS, payment platform screenshot) to the customer service. We will immediately connect with the payment institution for verification, and usually, a solution can be provided within 24 hours. For problems confirmed to be caused by system failures, we will additionally provide a 5-yuan no-threshold coupon as compensation.​
III. After-sales Service: Long-term Guarantee to Solve Your Worries​
After the product is delivered, our service does not end. Instead, we provide you with continuous support and guarantee:​
  1. Handling of Logistics Abnormalities: If you find that the logistics information has not been updated for a long time, the product is shown as "Delivered" but you have not received it, or the received package is damaged or crushed, you can contact the customer service within 24 hours. We will immediately contact the logistics partner to investigate the cause. If the product is lost or damaged due to logistics responsibility, we will arrange for a replacement or full refund for you and bear all related costs.​
  1. Product Quality Guarantee: Inoveol promises that all products have undergone strict quality inspection. However, if you find non-human-induced quality problems (such as fabric defects, craftsmanship flaws, etc.) after receiving the product, you can apply for after-sales service within 30 days of signing for it. The customer service will guide you to provide photos of the problem and a purchase voucher. After verification, we will provide return and refund, free replacement, or repair services according to your needs, and the round-trip freight will be borne by the brand.​
  1. Consultation on Wearing and Maintenance: To keep your clothes in good condition, we provide professional maintenance suggestions. You can consult via email customer@inoveol.com about the washing methods for different fabrics (such as whether wool products can be machine-washed, the drying skills for silk clothes, etc.). The customer service will give detailed guidance based on product characteristics to extend the service life of the clothes.​
  1. Complaint and Suggestion Feedback: If you have any dissatisfaction with our service or have improvement suggestions, you can directly contact the customer service  (phone: +86-13689876548). We will carefully record your feedback, provide a solution within 24 hours, and conduct a follow-up visit after the problem is solved to ensure that your reasonable demands are met. For high-quality suggestions that are adopted, we will give member points or customized gifts as a token of thanks.​​
V. Service Guarantee Commitments​
  1. Response Time: Online customer service and phone customer service are available from 9:00 to 21:00 every day, ensuring a response to inquiries within 10 seconds; email inquiries will be replied to within 24 hours; complaint feedback will be given a solution within 48 hours.​
  1. Information Security: We strictly protect your personal information (such as delivery address, contact phone number, payment records, etc.) and will never disclose it to third parties. It is only used when providing services to you. You can manage the scope of information authorization in "Personal Center - Privacy Settings".​
  1. Fairness and Impartiality: Regardless of the order amount or member level, all consumers enjoy the same service standards. We reject any form of discrimination or differential treatment.​
Inoveol always adheres to the service tenet of "user first", constantly listens to your needs, and optimizes the service process. We know that every satisfactory service experience is the accumulation of trust between the brand and consumers. If you have any ideas during the service experience, please feel free to contact us, so that we can make Inoveol's service more perfect together.​