Refund and Returns Policy

Effective Date: September 23, 2026‌

This Refund and Returns Policy applies to all purchases made through www.innovasportmex.com, operated by INNOVA SPORT S.A. DE C.V. As a fitness gear hub trusted by over 48,000 happy clients across Mexico, we are committed to delivering compact, durable fitness tools that meet your expectations for home and on-the-go workouts, with a 96.4% customer satisfaction rate built over 6+ years of industry experience. All our 320+ portable products including resistance bands, yoga blocks and small workout accessories are strictly quality-tested before shipping, and we establish this policy to ensure fair, transparent rules for all return and post-purchase requests. All users who place orders on our website confirm that they have read, understood, and agreed to the terms outlined below before completing their purchase.

‌Critical Notice: No “Refund Only” Requests Are Permitted‌
We strictly do not process any pure refund requests that do not involve returning the physical purchased fitness items to our designated warehouse. Once you have received your ordered products, no full or partial standalone refund will be approved without the corresponding item being properly returned and passing our official quality inspection process. This rule is enforced to ensure equal, fair shopping experiences for every one of our 48,000+ clients, and to prevent improper claims that may undermine our ability to offer high-quality, affordable compact fitness tools to all our customers.

1. Return Eligibility Rules

To submit a valid return request that qualifies for subsequent processing, your application must meet all the following requirements:

You must submit your return application within 30 calendar days from the date you sign for receipt of your fitness gear order. Any request submitted after this 30-day window will not be approved for return processing.
The returned fitness items must be kept in original, unused, undamaged condition, with all original factory packaging, tags, accessories, and accompanying product manuals fully intact. Products that show obvious signs of long-term use, tear, human-induced damage, or missing original components will not qualify for return.
Customized, personalized fitness products that are produced exclusively to your custom requirements are not eligible for return, unless the items have confirmed manufacturing defects from our production side.
We do not support any pure refund requests where you keep the purchased items, for any reason including but not limited to “found lower price elsewhere”, “changed mind after order confirmation”, “do not want the product anymore” or other similar standalone refund claims.

2. Return Processing Workflow

When you need to initiate a return for your purchased fitness tools, please strictly follow our official workflow to avoid delays to your request:

Submit your return application directly by sending a message to our dedicated support team at [email protected], with your order number, clear photos of the unused products, and a brief note explaining the reason for your return. Our customer service team will review your application and send you formal return confirmation and our designated warehouse address within 2 working days.
Ship the properly packaged returned items to the warehouse address provided by our support team. You will be responsible for covering the return shipping fee, unless the returned items are confirmed to have manufacturing defects, shipping damage caused during transit, or our side sent you the completely wrong product that does not match your order.
Once our warehouse team receives your returned package, they will complete a strict quality inspection within 3 working days, to confirm that the items meet all our return eligibility requirements.
After your returned items pass our inspection, you will be given two optional solutions as per your preference: you can choose to get a full store credit equal to your original order payment, which can be used for any future purchases of our compact fitness tools, or you can opt for an equal product exchange for other fitness gear from our product catalog. No standalone cash refund that does not involve returning the physical item is allowed at any step of this workflow.

3. Special Exceptions

The only scenario where no physical return of products is required, and a corresponding compensation can be processed, is when your order is confirmed to be completely lost during the shipping transit process, verified by our official logistics partner with a formal lost parcel confirmation document. Even in this scenario, we will not issue a pure cash refund, and you can choose to receive a full store credit or get a re-shipment of your original ordered fitness products free of extra charge.

4. Contact Information

If you have any questions or concerns about this Refund and Returns Policy, you can reach out to our support team through the following official channels:

Official Website: www.innovasportmex.com
Business Name: INNOVA SPORT S.A. DE C.V.
Contact Email: [email protected]
Physical Address: Av. Humberto Lobo 540 A, Col. Del Valle, San Pedro Garza García, Nuevo León, 66220, Mexico
Contact Telephone Number: +52 81 8378 1295