Widerrufsrecht

1. Scope and Contact

This policy applies to goods purchased through https://includo.shop. It explains our voluntary returns service, statutory withdrawal rights for consumers and assistance with defective or incorrectly supplied goods. Contact info@includo.shop for questions or return arrangements.

The voluntary benefits below supplement mandatory legal rights. Where a voluntary condition is less favourable than a right provided by law, the legal right takes priority. No provision requires you to accept store credit instead of a refund to which you are legally entitled.

2. Our 30-Day Voluntary Return Period

You may request a voluntary return of eligible goods within 30 calendar days after delivery. Please send the request to info@includo.shop with information identifying the order and the items you wish to return. A receipt, order confirmation or other reasonable proof of purchase can be used.

For this additional voluntary service, goods should be unused, unwashed, undamaged and complete with supplied accessories and tags. Please retain the original product packaging where reasonably possible. These additional conditions do not apply as restrictions on your statutory withdrawal right or defective-goods remedies.

After making a timely voluntary request, please dispatch the goods within 14 calendar days after the request. If a label or collection arrangement from us is delayed, we will not reject the return because of a delay attributable to our arrangements.

3. Statutory Right of Withdrawal

Consumers generally have the right to withdraw from an eligible distance contract within 14 days without giving a reason. For a goods purchase, the period normally begins when you, or a third party designated by you other than the carrier, take physical possession of the goods. Where one order covers multiple goods delivered separately, it normally begins when the last good is received. For a good delivered in several lots or pieces, receipt of the last lot or piece is relevant.

To exercise withdrawal, communicate an unequivocal decision to withdraw to includo.shop at info@includo.shop. Sending your declaration before the period expires is sufficient. You do not need a return authorisation number, a reason or our approval. Other legally valid means of declaring withdrawal remain available. A mandatory electronic withdrawal function is an additional channel and does not replace the right to email us.

4. Returning Goods Following Withdrawal

Please send the goods back without undue delay and no later than 14 days after communicating withdrawal, unless we arrange collection. Dispatch within that period is sufficient. Contact us for a prepaid label or collection instructions; if we delay providing the necessary logistics, you will not lose rights because of that delay.

We bear the reasonable direct cost of returning goods under this policy, including statutory withdrawals and eligible voluntary returns. We provide a prepaid label or arrange collection where a normal parcel return is unsuitable. If you use your own service, contact us about the method and cost where practical so we can organise reimbursement. This coordination does not condition the validity of withdrawal on our approval.

5. Refunds Following Statutory Withdrawal

We reimburse payments received for the withdrawn purchase without undue delay and within 14 days after receiving your withdrawal declaration. We may withhold reimbursement until we receive the goods or you provide evidence of sending them back, whichever occurs first, unless we have offered to collect them.

Refunds use the original payment method unless you expressly agree to another method that involves no charge. Any reimbursable standard outbound delivery payment is included; our standard shipping is free. Additional costs of a separately chosen premium delivery service, if offered, are not reimbursed beyond the least expensive standard delivery option.

6. Inspection and Diminished Value

For statutory withdrawal, you may handle goods as necessary to establish their nature, characteristics and functioning. Opening ordinary packaging or inspecting a product does not automatically invalidate withdrawal. You may be responsible for a loss in value caused by handling beyond what is necessary, but only where the applicable legal conditions, including proper withdrawal information, are met.

There is no automatic deduction for missing ordinary outer packaging and no restocking fee. Any legally justified diminished-value deduction will be explained with its basis. A voluntary return may be assessed against the additional eligibility conditions in Section 2, without affecting separate legal rights.

7. Exceptions

The statutory withdrawal right may not apply to goods made to a customer's individual specifications or clearly personalised, goods liable to deteriorate rapidly, or sealed goods unsuitable for return for genuine health-protection or hygiene reasons after their seal is removed. Goods inseparably mixed with other items after delivery may also fall within a statutory exception.

An exception is applied only where the product and circumstances satisfy the law. A sale price, promotional discount or ordinary packaging being opened does not itself create an exception. The voluntary return service excludes genuinely personalised goods, perishable goods and unsealed goods that cannot reasonably be returned for health or hygiene reasons. These exclusions do not remove remedies for nonconforming goods.

8. Defective, Damaged or Incorrect Goods

If an item is defective, arrives damaged, differs materially from its contractual description, or is the wrong item, email info@includo.shop. Explain the problem and provide reasonable order identification. Photographs may assist investigation, but lack of photographs is not an automatic basis for refusing a legal claim.

Your statutory remedies may include repair or replacement and, where the relevant conditions are met, price reduction, termination and reimbursement, or damages. We bear necessary costs of a valid statutory remedy, including appropriate transport costs. You are not required to pursue a manufacturer instead of the seller. An optional manufacturer's guarantee is additional to statutory rights.

For ordinary new goods, statutory defect claims generally have a two-year limitation period from delivery, subject to applicable exceptions and rules on suspension or extension. A defect appearing within the first year is generally presumed to have existed at delivery unless that presumption is incompatible with the nature of the goods or defect. Neither the 14-day withdrawal period nor our 30-day voluntary return period shortens these protections.

9. How to Arrange a Return

Email us with your order number, the items involved and whether you are withdrawing, requesting a voluntary return or reporting a defect. We will provide the appropriate prepaid return label, return destination or collection arrangement. The return destination may differ from a dispatch location; do not use a carrier's sender label as a return instruction.

Pack the goods securely with the accessories belonging to the returned item. Include an order reference inside the parcel, keep the dispatch receipt and retain any tracking number. Remove or cover obsolete shipping labels to reduce routing errors. You do not need to send payment card details.

10. Refund Processing Target

For accepted voluntary returns, we initiate reimbursement within seven calendar days after receiving and reasonably checking the returned goods. For statutory refunds, we aim to process the refund within seven calendar days once reimbursement is due and any lawful withholding has ended, while always observing the applicable statutory deadline.

A seven-day processing target is not a promise that every bank will display funds within seven days. Banks and payment providers control their own posting times. We send a refund confirmation when the refund is initiated. If it does not appear within the provider's stated timeframe, email us so we can supply the available transaction reference and investigate.

11. Refund Amount and Payment Method

Refunds reflect the amount actually paid for the returned goods, including applicable tax. A discount is not converted into a cash amount you never paid. For a partially returned order, discounts reasonably attributable to the returned items are taken into account without imposing an undisclosed penalty.

A refund is sent to the original payment method. If that method is closed or inaccessible, we coordinate a lawful alternative and verify the request to reduce fraud. We do not demand a new purchase as a condition of refunding an eligible return.

12. Exchanges

Email us if you would like another size, option or item. Exchanges depend on availability and agreement about the replacement. You may choose a refund where our policy or the law entitles you to one. An exchange enquiry does not suspend a withdrawal deadline unless a lawful arrangement preserves your rights.

13. Cancellations Before Dispatch

Contact us promptly if you would like to cancel or correct an order. We will try to stop fulfilment where possible. A parcel already handed to a carrier may require return arrangements, but dispatch does not extinguish an eligible statutory withdrawal right. You may declare withdrawal before delivery.

14. Missing Parcels and Delivery Disputes

If tracking shows delivery but you cannot locate the parcel, contact us. We will investigate carrier information and the delivery circumstances. A carrier scan is not treated as conclusive evidence against you in every case. Where goods have not been properly delivered, your available delivery and refund remedies remain intact.

15. No Restocking Fee and No Waiver

We do not charge a restocking fee. Contacting us, accepting assistance or discussing a replacement does not by itself waive a legal claim. Policy changes apply prospectively and do not remove protections associated with a purchase already made.