Returns and Refunds Policy
Business-to-Business (B2B) Policy
For the purposes of this policy, a Business Transaction is defined as any purchase made by a sole trader, partnership, limited company, public body, or institutional buyer, or any order where a company name, corporate payment method, or VAT registration number is provided at checkout.
No Right to Change of Mind / Cooling-Off: B2B transactions are entirely exempt from the Consumer Contracts Regulations 2013. We do not offer a "cooling-off" period. Once a B2B order is processed, it cannot be canceled, amended, or returned simply because you no longer require the items or ordered the incorrect specification.
Defective or Damaged Goods
- 48 HRSYou must inspect all shipments immediately upon delivery. Any claims for transit damage, shortages, or delivery discrepancies must be reported in writing with photographic evidence within 48 hours of receipt.
- WARRANTYIf a product develops a genuine manufacturing fault within the manufacturer's warranty period, we will, at our sole discretion, arrange for a repair, a direct replacement, or a pro-rata credit note.
- RMAReturns of faulty items will not be accepted without a pre-authorized Return Merchandise Authorization (RMA) number issued by our team. Unauthorized returns will be rejected at our warehouse and returned to you at your expense.
Business-to-Consumer (B2C) Policy
A Consumer Transaction is defined strictly as a purchase made by an individual acting completely outside of their trade, business, craft, or profession.
2.1 Your Right to Cancel (14-Day Cooling-Off)
Under the UK Consumer Contracts Regulations 2013, you have a statutory right to cancel your order within 14 days of delivery without giving a reason.
The Notification Window: You must explicitly notify us of your intent to cancel within 14 days from the day after the goods were delivered to your specified address. You can do this by emailing us at sales@ingoodnic.com
The Return Window: Once you have notified us, you have a further 14 days to physically return the items to our designated return warehouse.
2.2 Conditions for B2C Returns
To qualify for a full refund under your statutory right to cancel, items must be returned in their original condition:
- Items must be unopened, unused, and in their original packaging.
- 48 HRSYou must inspect all shipments immediately upon delivery. Any claims for transit damage, shortages, or delivery discrepancies must be reported in writing with photographic evidence within 48 hours of receipt.
- You are permitted to inspect items exactly as you would in a physical retail shop. However, if the value of the goods is diminished due to unnecessary handling (e.g., items have been installed, modified, or packaging is heavily torn), we reserve the right to deduct a corresponding amount from your final refund up to the full contract value.
Exemptions: Custom-made, bespoke, or personalized items manufactured to your specific dimensions or configurations are completely exempt from the right to cancel and cannot be returned unless they are structurally faulty.
2.3 B2C Return Fees and Shipping
- Return Shipping Cost
- The customer is entirely responsible for arranging and paying the direct costs of returning the goods via post or courier. We recommend using a tracked, insured service, as we cannot accept liability for items lost or damaged in transit back to us.
- Restocking Fees
- We do not charge a restocking fee for valid consumer returns returned within their statutory window.
- Delivery Refunds
- If you cancel your entire order within the 14-day window, we will refund the cost of standard delivery. If you opted for an express or premium shipping method, we will only refund the value of our standard shipping option.
How to Request a Return — all customers
To open a return request, you must follow this process:
- 1 Contact our support team directly at sales@ingoodnic.com with your order number, proof of purchase (invoice or receipt), and clear details regarding your request.
- 2 If approved, you will be issued a written Return Authorization and the correct warehouse return address. Do not ship items back to our registered office address.
- 3 Clearly mark your package with your provided authorization details and ship it back using a tracked service.
Refund Processing Times
Once your return is safely received and inspected at our facility, we will process your refund or credit note within 14 days of receipt. Refunds will always be issued back to the original payment.
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