Refund policy
At isnib, we are committed to providing a fair, transparent, and globally consistent return and refund process. This policy aligns with our Shipping Policy and complies with applicable consumer protection laws, including those in the United Kingdom and European Economic Area (EEA).
1. Right of Withdrawal (EU & UK Customers)
If you are located in the United Kingdom or the European Economic Area (EEA), you have the legal right to withdraw from your purchase within 14 days of receiving your order, without providing any reason.
- You must notify us within 14 days of delivery
- After notification, you have an additional 14 days to return the item
2. 30-Day Return Policy (All Customers)
We offer a 30-day return policy for all customers worldwide.
The return period begins from the date the order is marked as delivered based on tracking information.
3. Return Eligibility Conditions
- Items must be unused, unworn, and unwashed
- Items must be returned in original packaging
- All tags, labels, and hygiene seals must remain intact
- Proof of purchase is required
4. Non-Returnable Items
- Swimwear with removed hygiene seals
- Used, worn, or altered items
- Personalized or custom-made products
- Items returned in unsellable condition
5. Return Authorization Process
To initiate a return, please contact us:
Email: info@isnib.com
Phone: +44 7451 298773
Returns sent without prior authorization may be refused.
6. Return Shipping & Logistics
Returns must be sent to the address provided in the return instructions.
Return addresses may vary depending on the original shipping location or fulfillment center.
Items should not be returned to the original shipping address unless instructed.
Customers are responsible for return shipping costs unless the item is defective, damaged, or incorrect.
We strongly recommend using a trackable shipping method, as we are not responsible for returns lost or delayed in transit.
7. Shipping & Fulfillment Alignment
As outlined in our Shipping Policy, orders may be shipped from the United Kingdom or international fulfillment centers. Return processing may vary accordingly.
8. Refunds
Once your return is received and inspected:
- You will be notified of approval or rejection
- Approved refunds will be issued to the original payment method
- Refunds are processed within 7 business days after approval
EU/UK Withdrawal Refund Terms
- Refunds issued within 14 days of receiving returned goods or proof of return
- Includes original standard shipping cost (if applicable)
- Express shipping is non-refundable
9. Partial Refunds
- Items not in original condition
- Missing parts or accessories
- Damage not caused by us
10. Exchanges
We offer exchanges within the 30-day return period, subject to availability.
11. Damaged or Incorrect Items
Contact us within 48 hours of delivery with photos and order details.
We will provide a replacement or refund at no additional cost.
12. Order Cancellation
Orders may be canceled within 24 hours of purchase.
13. Refused or Undeliverable Shipments
If delivery fails due to incorrect address or refusal, the shipment may be returned and additional fees may apply.
14. Chargebacks & Disputes
Please contact us before initiating disputes. We aim to resolve all issues fairly.
15. Late or Missing Refunds
- Check your bank account
- Contact your payment provider
- Contact your bank
16. Contact Information
Store Name: isnib
Company Name: Koynin Ltd
Company number:16700370
Business Address: 65 Staines Road, Ilford, IG1 2XA, United Kingdom
Customer Support Email: info@isnib.com
Customer Service Phone: +44 7451 298773
Business Hours: Monday–Friday, 9:00 AM–5:00 PM (UK Time)
Saturday – Sunday: Closed