Refund policy

At Himcognito, we want you to shop with confidence. If you're not completely satisfied with your purchase, we're here to help.

Returns

We offer a 30-day returns policy, giving you 30 days from the date you receive your order to request a return.

To be eligible for a return, your item must be:

• Unused and in the same condition you received it;

• Complete with any original tags (where applicable);

• Returned in its original packaging where reasonably possible; and

• Accompanied by your proof of purchase or order confirmation.

To request a return, please email hello@himcognito.co.uk.

Returns should be sent to:

2 Middelfield Close, Henlow, Bedfordshire SG16 6FR.

Please do not send items back without contacting us first, as we may be unable to process unsolicited returns.

Once your return request has been approved, we'll provide instructions on how to return your item.

Return postage: Unless your item is faulty, damaged or incorrect, customers are responsible for the cost of returning unwanted items.

Damaged, Faulty or Incorrect Items

Please inspect your order as soon as it arrives.

If your item arrives damaged, faulty, or you receive the wrong product, please contact us as soon as possible at hello@himcognito.co.uk. We'll investigate the issue promptly and arrange an appropriate remedy, whether that's a replacement, repair or refund.

Non-Returnable Items

For hygiene and safety reasons, some products cannot be returned unless they are faulty. These may include:

Personal care and grooming products that have been opened or used;
Personalised or custom-made items;
Gift cards; and
Any other items identified as non-returnable at the time of purchase.

If you're unsure whether your item is eligible for return, please contact us before sending it back.

Sale Items

Sale and promotional items may be returned in accordance with this policy unless otherwise stated at the time of purchase. Your statutory rights are not affected.

Exchanges

We do not offer direct exchanges.

If you'd like a different size, colour or product, simply return your original item (subject to this policy) and place a new order.

UK & EU Consumer Cancellation Rights

If you are purchasing as a consumer in the United Kingdom or the European Union, you may have a legal right to cancel your order within 14 days of receiving your goods under applicable consumer protection legislation.

This statutory right is separate from, and in addition to, our 30-day returns policy.

Where the right applies, returned items should be unused, in a resaleable condition, and returned with any original packaging where reasonably possible.

Refunds

Once we receive your returned item, we'll inspect it and notify you of the outcome.

If your refund is approved, it will be processed to your original payment method within 10 business days. Please note that your bank or card provider may take additional time to process and display the refund.

If you haven't received your refund within 15 business days of approval, please contact us at hello@himcognito.co.uk.

Your Statutory Rights

Nothing in this Returns & Refunds Policy affects your statutory rights under UK consumer law, including your rights under the Consumer Rights Act 2015 and the Consumer Contracts Regulations.