Refund policy

Returns, refunds and cancellations

We want you to be happy with your order. Please read this policy carefully before returning an item, especially where hygiene products, incontinence swimwear, swim nappies, underwear or disposable products are concerned.

This policy does not affect your statutory rights if an item is faulty, damaged, not as described or not fit for purpose.

How to request a return or cancellation

You can request a return or cancellation through your customer account.

Go to Returns and cancellations in the footer, or go directly to https://account.incywincy.net. Sign in to your customer account, then open your order. Shopify may take you to the sign-in page first, then redirect you to your orders.

From there, you can request a return or, where available, request to cancel an order before it has been fulfilled.

If you checked out using a mobile phone number only and cannot use the customer account link, please use the return link in your SMS order confirmation. You can also contact us at info@incywincy.net with your order number if you need help.

All return and cancellation requests are reviewed manually. Submitting a request does not automatically mean it has been approved.

EU right of withdrawal

If you are an EU customer buying online, you may have the right to withdraw from your order within 14 days without giving a reason.

For goods, the 14-day period starts from the day the final item in your order is delivered. If the deadline falls on a weekend or public holiday, the deadline may be extended to the next working day.

Once you have told us that you wish to withdraw, you then have a further 14 days to send the item back to us.

EU customers can request withdrawal, return or cancellation through the Returns and cancellations link in the footer, or by going to https://account.incywincy.net. You will need to sign in to your customer account and open your order.

Where your order has not yet been fulfilled, you may be able to request a cancellation through your customer account. There is no cancellation fee for EU withdrawal or cancellation requests.

If your order has already been fulfilled or dispatched, you may need to return the goods before a refund can be completed.

Where EU right of withdrawal applies, we will refund the cost of the item and the original standard delivery charge. If you chose a premium, express or upgraded delivery service, we will only refund up to the cost of our standard delivery option.

For EU right of withdrawal returns, you are responsible for the cost of returning the goods unless we have agreed to pay this cost or your statutory rights apply.

UK and international returns

UK customers should request a return within 14 days of receiving their order.

For non-UK orders, our returns policy allows up to 30 days. If 30 days have passed since your purchase, unfortunately we cannot usually offer a refund unless the item is faulty or your statutory rights apply.

Return eligibility

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

unused and in the same condition that you received it
unworn, unwashed and unmarked
not soiled, scented or submerged in water
not exposed to creams, lotions, detergents or other products
returned with all original product packaging in good condition
in a fully resaleable condition

We require a receipt, order number or proof of purchase to complete your return.

Please do not send your purchase back to the manufacturer.

Hygiene products and sealed goods

For hygiene and customer safety reasons, some products cannot be returned once opened, tried on, worn, washed, marked, scented, soiled, submerged in water or exposed to creams, lotions, detergents or other products.

This includes, but is not limited to:

disposable swim briefs
reusable swim nappies
incontinence swimwear
incontinence pants
nappy liners
underwear
other hygiene, sanitary or intimate products

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

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

This does not affect your statutory rights if an item is faulty, damaged, not as described or not fit for purpose.

Non-returnable items

The following items are non-returnable unless faulty or unless your statutory rights apply:

gift cards
opened, used or tried-on hygiene products
opened, used or tried-on intimate or sanitary products
items marked as final sale, where permitted
items returned outside the return period

Sale items

Sale items must meet the same return eligibility conditions as full-price items.

Sale items may not be refundable where they are marked as final sale, hygiene restrictions apply, or the item is returned outside the return period.

This does not affect your statutory rights if an item is faulty, damaged, not as described or not fit for purpose.

Partial refunds and deductions

In some cases, only a partial refund may be given. This may include:

items returned outside the return period
items returned with damaged or missing product packaging
items returned in a condition that is not fully resaleable
orders returned to us because delivery was refused or the parcel was not collected

Where applicable, the following deductions or fees may apply:

£2.70 restocking fee for refused delivery or uncollected courier returns
If product packaging is missing or damaged, and we are able to replace it, a £5.00 packaging replacement fee will apply.
If we are unable to replace the missing or damaged packaging, the product may be rendered unsellable and will be returned to the customer by Royal Mail 48.
original postage costs, where these are non-refundable
return postage costs, unless the item is confirmed as faulty or we have agreed otherwise

Refunds

Once your return is received and inspected, we will email you to confirm that we have received your returned item.

We will also let you know whether your refund has been approved or rejected.

If your refund is approved, it will be processed back to your original payment method.

For EU right of withdrawal returns, we will refund you within 14 days of receiving the returned goods, or within 14 days of receiving evidence that you have sent the goods back to us.

Refunds may take up to 14 days to appear in your bank, credit card or PayPal account, depending on your payment provider.

Unless the item is faulty, damaged, incorrect or your statutory rights apply, return postage costs are your responsibility.

Late or missing refunds

If you have not received your refund yet, please first check your bank account, credit card account or PayPal account again.

Then contact your bank, card provider or PayPal. There is often a processing delay before a refund is officially posted.

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

Exchanges

If you require an exchange, you can request this when creating your return through your customer account, where this option is available.

Please select the correct item and size when making your exchange request.

If there is a price difference, we may need to invoice you for the difference or refund the difference, depending on the exchange.

Faulty, damaged or incorrect items

If your item is faulty, damaged or incorrect, please email us at info@incywincy.net with your order number and clear photos of the issue.

We will advise you on the next steps.

Customers are responsible for the initial return postage costs. If the item is inspected and confirmed to be faulty, damaged or incorrect, reasonable return postage costs will be refunded. Please keep your postage receipt.

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 the product.

If the item was not marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, the refund will be sent to the gift giver.

Return postage

You are responsible for paying your own return postage costs unless the item is faulty, damaged, incorrect or we have agreed otherwise.

For EU right of withdrawal returns, customers are responsible for the cost of returning the goods unless we have agreed to pay this cost or your statutory rights apply.

Shipping costs are non-refundable unless your statutory rights apply. Where EU right of withdrawal applies, we will refund the original standard delivery charge, but not any premium, express or upgraded delivery cost above our standard delivery option.

We cannot guarantee that we will receive your returned item. We do not refund items lost in the post, so please keep your proof of postage.

Return address

Please include your name, order number and reason for return inside the parcel.

GOODS RETURNING
Incy Wincy Ltd
GOODS RETURN
Unit 10 Metro Centre
Toutley Road
Wokingham
RG41 1QW
United Kingdom

For help, please contact us at info@incywincy.net.