Returns & Refunds Policy

Our Returns Promise

At incredibleleisure.com, we want you to be completely satisfied with your purchase. If you’re not happy with an item, you can return it within 30 days of delivery for a refund or exchange.

Eligibility for Returns

To qualify for a return:

  • Items must be unused, in original condition, and with all tags attached
  • Products must be in their original packaging (where applicable)
  • Proof of purchase (order number/receipt) is required

Non-Returnable Items

For hygiene and safety reasons, we cannot accept returns on:

  • Used or damaged products
  • Personalized/custom-made items
  • Underwear, swimwear, or socks (unless faulty)
  • Products without original packaging

How to Return an Item

  1. Request a Return – Log in to your account or use our returns portal
  2. Package Securely – Include all original packaging and accessories
  3. Ship It Back – Use the provided returns label (or your own carrier)
  4. Wait for Processing – Refunds are issued within 5-7 working days after we receive your return

Refund Options

  • Original Payment Method – Refunds are processed to the card/bank account used for purchase
  • Store Credit – Available if you prefer (no expiry date)
  • Exchange – Subject to stock availability

Return Shipping Costs

  • Faulty/Wrong Items – We cover return shipping
  • Change of Mind – You pay return shipping (unless using our prepaid label service)

Faulty or Damaged Items

If your item arrives damaged or defective:

  • Contact us within 48 hours of delivery
  • Provide photos of the issue
  • We’ll arrange a free return & replacement/refund

International Returns

  • Customers outside the UK are responsible for return shipping costs
  • Refunds exclude original delivery charges
  • Customs fees are non-refundable

Processing Time

  • Refunds: 5-7 working days after we receive the return
  • Exchanges: 7-10 working days (depending on stock)

Missing or Lost Returns

We recommend using a tracked shipping service. incredibleleisure.com is not responsible for returns lost in transit.

Need Help?

For any questions about returns, visit our Help Center or submit a request through our customer service portal.