Refund policy

Returns & Refunds Policy

This policy complies with the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

Your Right to Cancel (UK & EU Customers)

You have the legal right to cancel your order within 14 days of receiving your goods without giving a reason, unless an exemption applies.

Hygiene Exemption – Cosmetics & Skincare

Due to hygiene and safety reasons, this right to cancel does not apply to sealed cosmetic and skincare products once they have been unsealed after delivery.

This is permitted under Regulation 28(3)(a) of the Consumer Contracts Regulations.

Returns Eligibility

You may return items within 14 days of delivery provided that:

  • The product is unused

  • The product is unopened and seal intact

  • The product is in its original packaging

  • Proof of purchase is provided

Non-Returnable Items

We cannot accept returns for:

  • Any cosmetic or skincare product that has been opened, unsealed, or used

  • Products returned after the 14-day cancellation period

  • Sale or promotional items (unless faulty)

  • Gift cards

How to Cancel or Return an Order

To exercise your right to cancel, please contact us at info@incocosmetics.store within 14 days of receiving your order, clearly stating your order number.

If your return is approved, we will provide instructions for returning the item.

Return Shipping

  • Customers are responsible for return postage costs unless the item is faulty or incorrect.

  • We recommend using a tracked service, as we cannot be responsible for items lost in transit.

  • Original delivery charges are non-refundable unless required by law.

Refunds

Once we receive and inspect your returned item, we will notify you of the outcome.

Approved refunds will be processed to your original payment method within 14 days of receiving the returned goods (or proof of return), in accordance with UK law.

Faulty or Incorrect Items

Your statutory rights under the Consumer Rights Act 2015 are not affected.

If you receive an item that is faulty, damaged, or incorrect, please contact us within 48 hours of delivery, including photos of the issue. We will offer a repair, replacement, or refund as appropriate.

Contact Us

For all shipping and returns enquiries, please contact:
Email: info@incocosmetics.store
Website: www.inco-cosmetics.co.uk