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Refund policy

According to the Consumer Protection Act, the product is entitled to a 7-day appreciation period (including holidays), but the appreciation period is not a trial period, and the return of the product that cannot be restored to its original condition will affect the right of return or require part of the cost.

However, Socks and Headbands are personal items, and we Do not accept returns or exchanges once they have been opened for hygiene reasons. Please check carefully before ordering, if you have any questions about the size before placing the order, welcome to add the official LINE to ask our customer service.

Clothes can be tried on; however, please handle them with care to avoid stains from makeup or other contaminants (including odors) that may affect your eligibility for returns or exchanges.

 Clothing items come with a 7-day appreciation period (this is not a trial period).Please note that the 7-day appreciation period is for deciding whether to keep the product, not for use. 
Products must be in their original, unused condition—unwashed, with no signs of wear, damage, stains, odors, or damage to tags or packaging—in order to be eligible for returns or exchanges.

If you need to process a return or exchange, please contact our LINE customer service team for assistance.

REMINDER: 

  • We do not accept cancellation after the order has been placed. Sorry for the inconvenience. Please think twice before placing an order and confirm the order again.
  • If you need to change the size or product before shipping, you can ask the customer service staff via LINE or email.
  • We do not accept returns for personal reasons (not as you imagined, colour is not as you expected, wrong size, colour difference on computer or mobile screen).
  • If you receive a defective item, please contact our customer service within 7 days (including holidays) along with the video record taken by you when you opened the parcel after the item arrives ,no returns will be accepted after that period.
  • No returns or exchanges will be accepted for non-defective items.
  • Definition of non-defective: Threads, uneven seams, some off line, very small stains, the product colour pattern is not even, computer / mobile phone screen and the actual colour difference. The above will not be accepted for return or exchange.
  • You'll receive a confirmation email once your order is placed, followed by a second email containing your tracking information once your order has been shipped from our warehouse.
  • 7-11/ Family Mart pick up: If the parcel is not picked up within 7 days after arriving at the shop, the parcel will be returned. You will need to wait for us to receive the return and resend it, which will take around 1-3 working days (excluding holidays). You will need to bear another fee.
  • Reminder: SMS from the carrier is not the only way to check the status of your order, it is recommended that you can log in to our website / LINE members to check the status of the order to confirm the progress of shipment.
  • Due to the overseas air parcel delivery time-consuming and cross-country refund operation is complicated and time-consuming, so we can not provide foreign customers return and exchange services, please think twice before ordering. Sorry for the inconvenience. 
  • If a product is damaged during shipping, or if a product does not match the order, or if a product is missing, then the video will be used as evidence for a return, exchange or replacement. If there is no video evidence, we will not accept it.
  • Due to the large number of shipments, in order to avoid disputes and to protect each other's rights and interests, Video recording is highly recommended for parcel unsealing, please check the condition of the goods after unsealing: to confirm the style, colour, quantity, size, and no defects and problems before use and try on.

We remind you that if you violate INCYLENCE Asia's ordering and return rules for no reason or maliciously, we have the right to suspend your account and refuse to allow you to use this service, and at the same time, list it as a blacklist, so please pay attention to your own rights and interests.