Refund policy

Returns and Refunds and Fees
All UK orders must be returned with 14 days of receiving them, to our UK address. 
Our policy states 30 days to allow for non-UK orders. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund.

To be eligible for a refund, your item must be:

  • Unused and in the same condition that you received it.
  • It must also be in the original packaging.
  • The item/s must not be worn, soiled, used, submerged in water.
  • All product packaging must be in good condition and returned.

  • Hygiene products, including disposable swim briefs, reusable swim nappies, incontinence swimwear, incontinence pants, nappy liners and underwear, are non-refundable once opened, tried on, worn, washed, marked, scented, soiled, submerged in water or exposed to creams, lotions, detergents or other products.

    These items can only be returned if they are unused, unworn, unwashed, in their original packaging and in a fully resaleable condition.

    This is for hygiene and customer safety reasons, because returned hygiene products cannot be resold if they may have been worn, washed or exposed to products that could cause an allergic reaction to another customer.

    This does not affect your statutory rights if an item is faulty.

  • Additional non-returnable items: Gift cards; Some health and personal care items
  • Final Sale Product as stated in a list.

To complete your return, we require a receipt or proof of purchase.

Please do not send your purchase back to the manufacturer.

There are certain situations where only partial refunds are granted (if applicable)
Any item that is returned more than 30 days after delivery

Courier Returns Fees deducted-Refused delivery or uncollected. 

£2.70 - Restocking

Postage  

Customer Returns Fees deducted

Postage

£5.00 - damaged or missing product packaging

Missing Packaging - Items returned without the product packaging, will only be refunded if we are able to replace the packaging. In which case there is a fee of £1.75 to £5.00 charged for replacing the packaging.

Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days for the product and not postage.

Order Cancellation Fees:

Once order is place, it may not be cancelled as our processing is automated and we may not be able to remove the order on time.  If we do manage to cancel your order, it will incur 2.5% order value fee to cover our admin fees.

Late or missing refunds (if applicable)

Please note refunds may take up to 14 days to enter your bank/credit card account.
If you haven’t received a refund yet, first check your bank account or PayPal account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at info@incywincy.net.

Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

Exchanges (if applicable)
If you require an exchange you can initiate this at the same time as creating your return by selecting the correct item and size. 

 

Faulty Items (if applicable)
We only replace items if they are defective or damaged. In this case please email us with photos of the defect to info@incywincy.net.  We will then advise you on returning the item. Customers are responsible for postage costs which will be refunded if the item is found to be defective. 

Gifts
If the item was marked as a gift when purchased and shipped directly to you, the gift giver will receive the refund for the value of your product. If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.

Shipping
The customer is liable for shipping charges. You can request a return form directly in your order. If you have misplaced this. To return your product please send us an email to info@incywincy.net You should mail your product to the below;

GOODS RETURNING 
Incy Wincy Ltd 
GOODS RETURN, Unit 10 Metro Centre, Toutley Road, WOKINGHAM, RG41 1QW

Please state your order number and name and why you are returning the item.  

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable.

 
If you are shipping an item over £50, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item. We do not refund for lost items.