Refund policy
Last Updated: August 2026
At Incotta, every piece is made to order specifically for you. This includes our exclusive 1-of-1 artwork as well as personalized pieces created with your custom text, photos, or design requests.
Because each item is produced specifically for an individual order, our cancellation, refund, and replacement options differ from those for standard, ready-made products.
Cancellations & Changes
Your cancellation options depend on whether you choose to review a digital preview before production.
1-of-1 & Exclusive Artwork with Preview
If you choose personalization and request a digital preview, you may cancel your order at any time before you approve the final design.
You may also request reasonable changes to your personalization or design during the review process. Once you approve the design, your order is sent to production and can no longer be cancelled or modified.
1-of-1 & Exclusive Artwork Without Preview
If you choose to skip the digital preview, your order is sent directly to production after checkout for faster processing.
Because production begins without a preview approval stage, the order cannot be cancelled or refunded once it has been directed to production.
By choosing to skip the preview, you acknowledge that your order will proceed to production without a design approval step.
Custom Artwork & Design Requests
For orders involving custom artwork, customer-provided photos, custom text, or other personalized design changes, production begins after you approve the digital proof.
You may cancel the order before approval. Once the design is approved and production begins, the order can no longer be cancelled or modified.
Returns & Refunds
Because our products are made to order specifically for you, we do not accept returns or offer refunds for:
- Change of mind.
- Incorrect sizing or fit.
- Incorrect personalization provided by the customer.
- Personal preferences after production has begun.
- Choosing to skip the preview and later requesting changes.
- Any other reason unrelated to a manufacturing, printing, or fulfillment error.
This policy does not affect your rights under applicable consumer protection laws.
Damaged, Defective or Incorrect Items
We want your Incotta piece to arrive exactly as intended. If your item arrives damaged, defective, or contains a printing or production error that differs from your approved design, please contact us within 7 days of delivery.
To help us review your claim promptly, please provide:
- Your order number.
- A brief description of the issue.
- Clear photos showing the damage, defect, or printing error.
- Photos of the packaging, where relevant.
Once we review the claim and confirm that the issue is covered by our policy, we'll arrange a replacement at no additional cost.
Please do not send an item back to us unless our support team has instructed you to do so.
Lost in Transit
If your package is confirmed as lost in transit, we'll work with you to arrange a replacement at no additional cost.
If your tracking information stops updating or your package does not arrive within the expected delivery period, please contact us so we can investigate the shipment with the carrier.
Delivered but Not Received
If tracking shows that your package has been delivered but you cannot locate it, please first check around your property and with household members, neighbors, or your building's reception or management office where applicable.
If you still cannot locate the package, contact us and we'll help investigate the delivery.
Need Assistance?
If you believe your order qualifies for a replacement or you have questions about our policy, please contact us at info@incotta.com with your order number and relevant details. Our team will be happy to assist you.