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Return Policy

RETURNS OR EXCHANGES

 

Merchandise may be exchanged (subject to stock availability) or returned within 5 days of receipt of Merchandise provided that :

all tags, certificates, warranties, care instructions, product labeling, authenticity cards, extra buttons, hangers, dust bags and boxes (in the case of shoes) are intact and returned together with the Merchandise; the original invoice is presented; in the case of returns or exchanges of online purchases returned, the order confirmation number of the online purchases is presented; the Merchandise does not fall within the category of "Excluded Items" as defined below; the Merchandise is in Sellable Condition as defined below; and a completed returns form is presented(returns form will send out upon request).

 

Returns or exchanges outside 5 days of receipt of Merchandise (as the case may be) may be accepted at the sole discretion of Incana.

 

For online purchases, returns must be sent via SF Express. Customers will take full responsibility for there turns if they do not send the Merchandise via SF Express. Incana reserves the right to refuse returns that are not made via SF Express.

 

For online purchases, please use Whatsapp to send a message to Customer Care team at +852 6360 6768 or email to info@incana.com.hk for returns or exchanges.

 

SELLABLE CONDITION

"Sellable Condition" means that the Merchandise is still in its original packaging with the original labels, garment tags, price tags and return tags still attached; that the Merchandise is unworn, unused, unwashed, unaltered and in the condition originally sold; and that the Merchandise is not damaged or soiled in any way. Without prejudice to the generality of the foregoing, the additional conditions below apply to specific categories of Merchandise:

 

Shoes

No exchange for shoes. Shoes should be returned unmarked and in their original, undamaged shoe box and/or dust bag as this is considered part of the Merchandise. Shoes that are returned without adjust bag and/or box, in a damaged dust bag and/or box, or with marked, scratched or dirty soles may not be accepted, and may be sent back to the customer.

 

Clothing

Merchandise should be returned in a new, unmarked, unused and undamaged condition.

 

Accessories

Merchandise should be returned in a new, unmarked, unused and undamaged condition.

 

Bags

Bags should be returned in a new, unmarked, unused and undamaged condition with protective strips on hardware intact and dust bags if provided on delivery.

 

Limited-Edition Products

As these items are highly collectible, returns will not be accepted.

 

The decision as to whether the Merchandise is in Sellable Condition remains within Incana's sole discretion and its decision shall be final.

 

For returns of online purchases, if Incana receives a return that cannot be accepted, the customer has the option to have the Merchandise re-shipped to the customer at his/her sole cost within 60 days, otherwise the Merchandise will be disposed.

 

EXCLUDED ITEMS

No return or exchange will be accepted for the following items that are defined as “Excluded Items” for purchases online : goods that are not in Sellable Condition, items subject to Environmental Levy on Plastic Bags and any other item excluded from return or exchange for online purchases by prevailing laws from time to time.

 

REFUNDS

In Incana's sole discretion, the original purchase amount will be credited to the credit card / payment account used by the customer for purchase of the Merchandise with a deduction of administration charges HKD15.00 or 3% of the Merchandise, whichever is higher.

 

For refunds for online purchases, initial shipping will not be refunded.

 

RETURN OF DEFECTIVE MERCHANDISE

For online purchases, customers should contact Incana by emailing the Customer Care team at info@incana.com.hk. Incana reserves the right to request photographic support regarding the Merchandise before authorizing a return. If requested, the customer shall sign a waiver to indicate the non-acceptance that Incana assumes no liability in respect of the Merchandise.