Refund policy
We want you to love your I COGNITO jewels as much as we do!
I COGNITO is not responsible for shipping costs incurred with the return of a product. These charges are delivered to the customer. Your returned items must arrive at our office within 14 working days following receipt of the order. The costs and risks pertaining to the return of product is borne by the customer.
Please note that we do not accept returns on any product produced in 9kt and 19.2kt gold, including on personalized products.
EXCHANGES:
We do not exchanges.
CANCELLATIONS:
After placing an order, it is not possible to cancel it.
Our brand is committed to sustainability which implies that we only produce and finish your products after your orders, ensuring the minimum possible stock and waste of mass production.
Cancelling after your order leads to an unbearable cost and waste of production resources for our brand, so we do not accept cancellations after your purchase.
Therefore, we ask that your purchase be a conscious purchase.
RETURNS:
Customers can request a return after receiving their order, as long as items are unworn, unused, and in their original packaging.
Once we receive and inspect the return, the refund will be issued to the original payment method. Shipping costs are non-refundable.
Please note that our company, I COGNITO, covers approximately 35% of the shipping costs for all shipments. Therefore, if any item is returned, this amount will be deducted from the remaining shipping costs.
For Portugal and Spain, where we offer shipping, the amount will also be deducted from the refund of any returned order, which is €8.
Returns showing wear, damage, or not in resalable condition will not be accepted. In this case, the item will be sent back and the return shipping cost will be deducted from the refund.
If a return does not meet the conditions outlined above, we reserve the right to decline it.
All items must be returned exactly as received. Products with original packaging must be returned in an undamaged box, as it’s part of the product.
If the box is damaged, a €5 fee will be charged.
Return shipping costs are the customer’s responsibility. We are not responsible for lost packages — if a return is lost, no refund or exchange will be made.
Please contact us before returning any item. Returns without prior contact will not be refunded.
Email us at hello@i-cognito.co
If you are outside the EU, declare the package as “returned goods” and value it at €0 to avoid customs charges. We are not responsible for customs fees.
If this is not done, we may not receive the package and no refund can be issued.
WHAT CAN I DO IF I DON’T RECEIVE THE REFUND?
Please make sure you check your bank account for the refund before getting in touch with us. If your refund has not reached your account, if you’ve done it and you still have not received your refund, please contact us at: hello@i-cognito.co and we will be happy to help you.
CAN I RETURN A PURCHASE MADE THROUGH KLARNA?
All purchases made through Klarna are returnable in accordance with our return policy. I COGNITO will process the return in the usual way and Klarna will adjust your payment. If you have already made any of the 3 payments, Klarna will refund that amount to the card you made the payment with. You will receive an email from Klarna once the return has been made.
GENERAL CONDITIONS
I COGNITO is not responsible for any damage or loss of returned items during transit. When making a purchase at I COGNITO, you are responsible for the shipping costs, import costs (if you buy from a country outside the EU) and the shipping cost of your exchange or return.