Returns and Refunds


Innovatrics offers you the possibility of returning the purchased hardware Products within 30 days from their delivery if the Product does not meet your needs or requirements.

The Product must be in original (not damaged) package, functioning normally and without any damage.


 Please note that the purchased Biometric Software as well as Services cannot be returned and refunded.


Guidelines for hardware returns


Make sure the device is packed in its original package and has not been damaged in any way. Please state the following details within your return:

  • Customer name
  • Original order number
  • Contact information including billing/shipping address, phone number and email
  • Reason for return.

We reserve the right of evaluating your return. Shall the Product be properly working, we will refund your returned Product under the conditions mentioned further below. Shall the device be damaged or malfunctioning in any way, your return does not have to be refunded.

To return your Product, please mail it to: Innovatrics s.r.o., Pri vinohradoch 82, 83106 Bratislava, Slovakia.

Customers are responsible for paying and shall bear the shipping costs for returning their item. Shipping costs are non-refundable

If you are shipping an item valued at over 75 EUR, you should consider using a trackable shipping service or purchasing shipping insurance. We cannot guarantee that we will receive your returned item.




Once your returned Product is received and inspected by us, we will send you an e-mail to notify you that we have received your returned Product and also notify you of the approval or rejection of your refund.

If the refund is approved, you will be refunded the original purchase price and taxes paid. Shipping charges (including VAT for shipping) are not refunded.


The refund will be sent to you within 10 business days after the approval of the refund.


Late or missing refunds


If your refund takes longer than 15 business days to arrive, firstly check your bank account again.

Next, contact your credit card company; it may take some time for your refund to be processed.

Next, contact your bank. They should be able to clarify the issue.


If you’ve followed these steps and are still unclear as to the status of your refund, please contact us at