Zásady vrácení peněz

This policy explains how to return goods bought at incognito.eco and, above all, who pays which shipping cost. It applies to consumers purchasing within the European Union. Nothing here limits your statutory rights.

1. Right of withdrawal — 14 days by law, 30 days from us
You have the right to withdraw from your purchase within 14 days of receiving the goods, for any reason and without giving a justification. As a goodwill extension we accept returns for 30 days from delivery on the same terms.

To withdraw, tell us clearly before the deadline expires — an email to info@incognito.eco is enough. You may use the model withdrawal form, but you are not obliged to. We confirm receipt of your notice without undue delay. Then send the goods back within 14 days of telling us.

The goods should be complete and, where possible, in their original packaging. You are liable only for any diminished value resulting from handling the goods beyond what is necessary to establish their nature, characteristics and functioning — in other words, you may inspect the product as you would in a shop.

2. Who pays for shipping

  • You changed your mind (withdrawal or our 30-day return): you pay the cost of returning the goods to us. We refund what you paid for the original delivery, up to the cost of our cheapest standard delivery option to your country; if you chose a more expensive delivery method, the difference is not refunded. If you return only part of an order, the original delivery charge is not refunded.
  • The item is faulty, damaged in transit, or is not what you ordered: we pay everything. We reimburse the reasonable cost of returning it, or send you a prepaid label, and we refund the original delivery charge in full.
  • Warranty claim within the 2-year statutory guarantee: we pay the cost of returning the goods.

Items sent back without telling us first may be delayed in processing, so please always contact us before shipping anything back.

3. Where to send returns

Incognito — MARV s.r.o.
c/o Authentica s.r.o.
Vídeňská 102/113
619 00 Brno
Czech Republic

4. Refunds
We refund you within 14 days of receiving your withdrawal notice. We may withhold the refund until we have received the goods back, or until you supply proof that you have sent them, whichever comes first. We refund using the same payment method you used, at no charge to you. Your bank or card issuer may need a few extra days to post the money to your account.

5. Damaged, defective or incorrect deliveries
Please inspect your order on arrival. If anything is defective, damaged or wrong, contact us straight away at info@incognito.eco and we will make it right — repair, replacement, a price reduction or a full refund. Separately from the withdrawal right above, goods are covered by the statutory guarantee of conformity for 24 months from delivery.

6. Sale items can be returned too
A discounted, promotional or sale price is never a reason for us to refuse a return. Sale items are returned on exactly the same terms as full-price items. Gift cards cannot be returned.

7. The few things we cannot take back
By law the right of withdrawal does not apply to:

  • sealed goods which are not suitable for return for health protection or hygiene reasons, if the seal was broken after delivery — in practice this means an opened repellent or skincare product. Unopened products with the seal intact can always be returned;
  • goods made to your specification or clearly personalised;
  • goods that deteriorate or expire rapidly.

If you are unsure whether your item qualifies, just ask us — we would rather solve it than argue about it.

8. Exchanges
The fastest route is to return the item you have and place a new order for the one you want. Tell us and we will process the refund as soon as the return arrives.

9. Complaints and out-of-court dispute resolution
If you are not satisfied with how we handled your case, you may turn to the Czech Trade Inspection Authority (Česká obchodní inspekce), Střepnická 1533/6, 190 00 Praha 9, which is the competent body for out-of-court settlement of consumer disputes — adr.coi.cz. Consumers in other EU countries may contact the relevant national ADR body.

Contact
info@incognito.eco · +420 774 652 762