I. Applicable Subjects and Scope

• Target Audience: All customers purchasing from INNOLIVING USA

• Scope: Nationwide

II. Product Exchange Policy

1. Conditions for Applying the Product Exchange Policy

• Products must be 100% new and sold by INNOLIVING USA, subject to the specific policy of the manufacturer or supplier.

• Defective products must be confirmed by the manufacturer or supplier.

• The exchange period is from 7 to 30 days (depending on the product line and the manufacturer’s regulations), starting from the date the customer receives the product.

• The product must be returned with its original packaging, accessories, warranty card, and/or purchase invoice. Missing any of these conditions will void the exchange policy, and the product will only be covered by the manufacturer’s or supplier’s warranty policy

• The product’s name, model, serial number, or IMEI must match the information on the invoice.

• The product must retain the manufacturer’s original seal.

2. Cases Not Eligible for Product Exchange

• Products not meeting any of the conditions in section II.1.

• Products damaged due to natural disasters, fires, floods, lightning strikes, insect or animal intrusion, placed in dusty, humid, or excessively high-temperature environments, showing signs of mold, rust, corrosion, or oxidation.

• Products deformed, broken, scratched, etc., due to external impact or improper storage.

• Products used, installed, or maintained contrary to the manufacturer’s instructions.

• Products altered or repaired by technicians not authorized by the manufacturer or supplier.

3. Implementation of the Product Exchange Policy

The policy applies to products sold by INNOLIVING USA, based on the purchase date on the invoice.

• One-for-one exchange policy for products of the same specifications (same model, color, capacity) does not apply to returns and refunds.

• If there is no product of the same specifications available for exchange, customers can choose another product of the same type with equal or higher value, paying the difference between the old and new product values.

• If the product is defective but the accessories are not, only the product will be exchanged, not the accessories.

• If the product is not defective but the accessories are, only the accessories will be exchanged, not the product.