Returns

 

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We hope you love your Incy products as much as we do, but we understand that things happen and a change of heart after a hefty purchase is sometimes inevitable. For this reason, we have outlined below the policy we stand by should you need to return part of or your full Incy order either prior to or post-delivery. 

Change of Mind BEFORE delivery

If you have a change of heart before the delivery of your order, please reach out to our customer service team for a full store credit Or Click here to submit an online change of mind form. No refunds will be offered unless required by law. 

Change of Mind AFTER delivery

If you have received your Incy order and for whatever reason are unhappy with your choice, you will be eligible for a store credit OR exchange, providing you meet the following criteria:

  • You reach out to our customer service team within 14 days of receiving your order
  • Your product/s are unused and in original packaging (please see below for guidelines)
  • All parts received are in tact (e.g. internal packaging, hardware, instructions)

Please note that the store credit OR exchange will be to the value of your purchase price LESS the original freight costs. By lodging a return due to a change of mind, you are also accepting that the cost of delivery to return your order to us will be at your own expense. No refunds will be offered unless required by law. 

Returning your item 

Before sending us your return, please ensure:

  • Download and complete a returns form here
  • Clear packing tape has been used to repackage your item
  • Boxes are in their original state with no rips or damages
  • The items being returned are unused/unaltered

Please note that if correct procedure is not maintained and your return does not reach us in the requested state, we may reduce your particular form of reimbursement to reflect any decrease in the value of goods.

Items received with minor damages

If you have received your order and have noticed minor cosmetic damages to the product, you may be subject to a partial refund or replacement. Should this occur, please reach out to our customer service team within 14 days of receiving your item with images and details and they will get back to you with the particulars of the process to follow. 

If you do not wish to accept either of these options (partial refund/replacement), it will be deemed as a change of mind and in which case you will receive a store credit as per our change of mind policy above.

Items not eligible for a refund, exchange or store credit 

If you have purchased or are looking to purchase one of the following, please be aware that should you have a change of heart, they WILL NOT eligible for a refund, exchange OR store credit. 

  • Clearance items/ floor stock 
  • Mattresses  (warranty still applies on mattresses)
  • Hardware

Please note that our best discretion will be used when taking into account each individual request and we endeavour to reach a sound resolution for every single return lodged. Whilst we are processing any returns, we would greatly appreciate your patience and understanding. If there are ever any concerns however, our customer service team are just a phone call away!