At Incogia Shop, we want our customers to have a positive shopping experience. This Refund & Return Policy explains when and how customers may request a return, replacement, or refund for products purchased through Incogia Shop.
By placing an order with Incogia Shop, you acknowledge and agree to the terms of this policy.
1. 30-Day Return & Warranty Period
Eligible physical products purchased from Incogia Shop may be covered by a 30-day return and warranty period, beginning on the date the product is delivered.
To qualify for a return or refund, the product must generally meet the applicable eligibility requirements described below.
Certain products may have different return or warranty conditions. Any special conditions displayed on the product page or at checkout will apply to that product.
2. Eligibility for Returns
A physical product may be eligible for return if:
You contact us within the applicable 30-day period.
The product is defective, damaged, incorrect, or significantly different from the product description.
The product is returned in reasonable condition.
The product includes its original packaging and accessories when reasonably required.
You provide sufficient information to help us identify the order.
We may request photographs, videos, order information, or other documentation before approving a return.
3. Damaged or Incorrect Items
If your order arrives damaged, defective, or contains the wrong product, please contact Incogia Shop as soon as possible.
Please provide:
Your order number
Your name and email address
A description of the issue
Photos or videos showing the damage or problem
Photos of the packaging when relevant
After reviewing the request, we may offer a replacement, repair, store credit, or refund depending on the circumstances and product availability.
4. Products That May Not Be Eligible for Return
Certain products may not be eligible for return or refund, including:
Digital products that have already been downloaded or accessed
Downloadable files
Software licenses or activation codes once delivered or activated
Personalized or customized products
Products marked as final sale
Products damaged through misuse, neglect, accidents, or unauthorized modifications
Products that are incomplete or missing essential components
Items returned outside the applicable return period
Additional exclusions may apply depending on the product.
5. Digital Products
Due to the nature of digital products, purchases of downloadable or electronically delivered products are generally non-refundable once the product has been accessed, downloaded, delivered, or activated, except where required by applicable law or where Incogia Shop determines that a refund is appropriate.
If you experience a technical problem with a digital product, please contact us so we can investigate the issue and, where possible, provide assistance or an alternative solution.
6. Change-of-Mind Returns
Returns based solely on a change of mind may not be accepted for every product.
If we accept a change-of-mind return, the product may need to be unused, unopened, and in its original condition and packaging.
Shipping costs associated with change-of-mind returns may be the responsibility of the customer unless otherwise stated.
7. Return Process
To request a return, please contact Incogia Shop through our available customer support channels.
Your request should include:
Full name
Order number
Email address used for the purchase
Product name
Reason for the return
Photos or other supporting information when applicable
Do not send a product back without receiving return instructions from Incogia Shop.
Unauthorized returns may experience delays in processing.
8. Return Shipping
If the return is approved because the product was defective, damaged during delivery, or incorrectly supplied, Incogia Shop may provide appropriate return shipping instructions or assistance.
For other approved returns, the customer may be responsible for return shipping costs unless otherwise stated.
Shipping fees are generally non-refundable unless the return is due to an error or issue for which Incogia Shop is responsible.
9. Refund Processing
Once a returned product has been received and inspected, we will determine whether the return qualifies for a refund.
If approved, the refund will generally be issued to the original payment method.
The time required for the refund to appear in your account may depend on your payment provider or financial institution.
Incogia Shop is not responsible for delays caused by banks, card issuers, payment processors, or other third-party financial institutions.
10. Partial Refunds
In certain circumstances, Incogia Shop may issue a partial refund rather than a full refund.
This may apply when:
A product has been used or damaged by the customer
Parts or accessories are missing
The product has reduced value due to its condition
Only part of an order is eligible for a refund
Any applicable partial refund will be determined based on the circumstances of the return.
11. Exchanges and Replacements
When available, Incogia Shop may offer an exchange or replacement for defective, damaged, or incorrectly supplied products.
Replacement availability depends on inventory.
If the same product is unavailable, we may offer an alternative resolution, such as a refund or store credit, where appropriate.
12. Non-Delivery or Lost Packages
If your order does not arrive within the expected delivery period, please contact us.
We may investigate the shipment with the applicable shipping or delivery provider.
If a package is confirmed as lost, stolen, or otherwise undeliverable, Incogia Shop will review the circumstances and determine the appropriate resolution in accordance with applicable law and the shipping terms associated with the order.
Incogia Shop may not be responsible for delivery issues caused by an incorrect or incomplete address supplied by the customer.
13. Refunds for Canceled Orders
If an order is canceled before it has been processed or shipped, Incogia Shop may issue a refund where applicable.
If an order has already been shipped, the customer may need to follow the applicable return procedure instead.
Certain orders may not be cancelable after processing or delivery has begun.
14. Promotional and Discounted Products
Products purchased using promotional discounts, coupons, special offers, or promotional pricing remain subject to this policy unless different conditions were clearly communicated at the time of purchase.
Some promotional or clearance items may be designated as final sale and may not be eligible for return or refund.
15. Fraudulent or Abusive Refund Requests
Incogia Shop reserves the right to investigate suspicious, fraudulent, or abusive return and refund requests.
We may refuse a request when there is reasonable evidence of:
Fraud
Repeated abuse of the return policy
False claims
Unauthorized use of payment information
Product tampering
Intentional damage
Misrepresentation of the circumstances of a return
This does not affect any rights that cannot legally be excluded.
16. Consumer Rights
This Refund & Return Policy does not limit or remove any consumer rights that cannot legally be excluded under applicable laws and regulations.
Where applicable law provides additional rights regarding defective products, refunds, cancellations, warranties, or returns, those rights will continue to apply.
17. Policy Changes
Incogia Shop may update this Refund & Return Policy from time to time to reflect changes in our products, services, business practices, or legal requirements.
The updated policy will be published on this page.
18. Contact Us
If you have questions about a return, refund, replacement, warranty claim, or order issue, please contact Incogia Shop using the customer support information available on our website.
Incogia Shop
Email: contact@incogia.net
We appreciate your business and are committed to providing a reliable shopping experience.
