Refund & Returns Policy

This policy explains how to return goods purchased from MARV, s.r.o., authorized distributor of the incognito® brand for Central Europe, and how refunds are handled.

1. 14-Day Right of Withdrawal

Consumers in the EU have the right to withdraw from the purchase contract within 14 days of receiving the goods, without giving any reason. The period is observed if the notice of withdrawal is sent before its expiry.

2. How to Withdraw

Send a clear written notice to info@incognito.eco stating your name, order number and the goods returned.
You may use the EU model withdrawal form, but it is not mandatory.
Return the goods to: MARV, s.r.o., Medkova 1591/34, 500 02 Hradec Králové, Czech Republic.

3. Condition of Returned Goods

Goods should be returned complete, unused, undamaged and, where possible, in original packaging. The buyer is liable for any diminished value resulting from handling beyond what is necessary to establish the nature, characteristics and functioning of the goods.

4. Return Shipping Costs

The cost of returning the goods is borne by the buyer, unless we expressly state otherwise. We recommend a tracked shipping method.

5. Refunds

We refund the full purchase price, including standard outbound shipping costs (extra charges for non-standard delivery are not refunded).
Refunds are issued within 14 days of receiving the withdrawal notice, but we may withhold the refund until we receive the returned goods or proof that they have been sent back.
Refunds are made by the same payment method used for the original transaction, unless otherwise agreed.

6. Exceptions

The right of withdrawal does not apply, in particular, to:

Goods made to the consumer's specifications or clearly personalised
Sealed goods unsuitable for return for hygiene reasons once unsealed
Goods which by their nature are inseparably mixed with other items after delivery

7. Defective Goods (Warranty / Complaints)

In addition to withdrawal, consumers have statutory rights for defects within 24 months of receipt. If the goods are defective please contact info@incognito.eco with your order number, a description of the defect and photos where applicable. We will confirm receipt of the complaint and resolve it within 30 days.