Overview
At INCI, customer satisfaction is important to us. We take care in preparing and delivering our handcrafted ladies’ shoes. This Refund Policy explains how refund requests are reviewed and processed.
Eligibility for Refunds
Customers may request a refund if an order arrives damaged, defective, or different from the product ordered. Refund requests will be reviewed individually, based on the nature of the issue and the information provided.
A refund is not automatically guaranteed for every request. Approval depends on verification, the condition of the product, and the applicable terms of the purchase.
Reporting a Damaged or Incorrect Product
If you receive a damaged, defective, or incorrect item, please contact INCI within 48 hours of delivery. Provide your order number, a description of the problem, and clear photographs or videos showing the issue and product packaging.
Our team will review your complaint and inform you of the next steps. Please retain the product and its original packaging until your request has been resolved.
Non-Eligible Refund Requests
Refund requests may not be accepted for products that have been used, worn, altered, or damaged through misuse or improper care. Minor variations in handcrafted products that do not affect their functionality may also not qualify as defects.
A change of mind, incorrect size selection, or personal preference does not automatically qualify for a refund and will be handled according to our applicable exchange and return conditions.
Refund Approval and Processing
Once a refund request has been reviewed and approved, our team will communicate the refund amount and payment method. Refunds will be processed using an agreed method, taking into account the original payment method and any applicable payment-provider requirements.
Processing times may vary depending on the payment method and financial institution. Customers will be informed if additional information is required.
Return of Products
Where a return is required, the customer must follow the instructions provided by our support team. The product may need to be returned unused, with its original packaging and any included accessories, unless the issue itself makes this impractical.
Return shipping costs and responsibility will be communicated before the return is arranged.
Contact for Refund Requests
For refund assistance, contact INCI through our website’s contact page or official customer support channel. Please include your order number to help us resolve your request efficiently.