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Refund policy

§3 Right of Withdrawal

  1. Right of Withdrawal for Consumers
    As a consumer, you have the right to withdraw from the purchase contract within 14 days after receiving the goods without providing any reason. The withdrawal period is 14 days from the day you, or a third party designated by you who is not the carrier, took possession of the goods.
  2. Consequences of Withdrawal
    If you withdraw from this contract, we will reimburse all payments received from you, excluding delivery costs, without delay and at the latest within 14 days from the day we receive your notification of withdrawal from this contract. For this reimbursement, we will use the same payment method that you used for the original transaction.
  3. Return Costs
    For each return, we charge a flat fee of €5. All items must be returned unused, with intact labels and packaging. Otherwise, we reserve the right to refuse or reduce the reimbursement.
  4. How to Request a Return
    • Log in to your account.
    • Go to your order: Find the order you want to return.
    • Click on "Request Return": This option is only available if the order is not older than 14 days.
    • Select the affected items and the reason for return: Specify the items you want to return and choose the reason for the return.
    • Confirm the return request: Click on "Request Return."
      • Important Note:
        • For exchange requests, please indicate this in the comments field. For exchanges within Germany, additional shipping costs apply if the order value is below €30, and for international orders, if the order value is below €50.
        • After reviewing your return request within 2 business days, you will receive a confirmation email with a return label.
    • Returning the Goods: Print out the return label and send the goods back to us. After receiving and inspecting the return, we will process the refund, deducting the 5-euro return cost.
  5. Important Notes on Returns and Exchanges:
    • Unused Items: Ensure that the items are unused and in perfect condition.
    • Intact Labels and Packaging: Items must be returned with the original labels and packaging intact.

If you have any questions about the right of withdrawal or returns, our customer service is available at hello@incylence.com.