Refund policy
Return & Refund Policy
We operate from Portugal and offer international shipping across selected European countries. Our goal is to ensure a smooth, transparent and fair return experience for all customers.
Right of Withdrawal (European Union)
In accordance with European consumer law, customers within the European Union have the right to cancel or return their order within 14 days of receiving the goods, without providing a reason.
To be eligible under this right:
• Products must be unused and unburned
• The exterior packaging and seal must be intact
• The item must be returned in its original condition and packaging
Digital gift cards are non refundable.
Extended Return Period
In addition to the legal 14 day period, IGNI offers an extended return window of up to 30 days from the date of delivery, subject to the same product condition requirements stated above.
How to Request a Return
All returns must be requested by email.
Please contact us at: hello@igni.casa
Once your request is approved, you will receive:
• A return form to complete
• A prepaid return shipping label
• Step by step return instructions sent automatically via our shipping partner Batch Logistics
Returns sent without prior approval will not be accepted.
Return Shipping Costs
IGNI covers all return shipping costs in all cases, including:
• legal withdrawal period returns
• extended returns
• defective or incorrect items
Damaged, Defective or Incorrect Items
Please inspect your order upon delivery and contact us immediately if:
• your item arrives damaged
• there is a manufacturing defect
• you received the wrong product
We will arrange a return and replacement or refund at no cost to you.
Non Returnable Items
The following items cannot be returned or refunded:
• Digital gift cards
• Products that have been used, burned or altered
• Items returned without original packaging or with broken seals
Exchanges
We do not offer direct exchanges.
If you wish to receive a different item, please return your original purchase following the return process and place a new order once your return is approved.
Refunds
Once your return is received, it will be inspected within up to 30 days.
If approved, your refund will be processed within up to 30 days to the original payment method used at checkout.
Please note that banks and payment providers may take additional time to reflect the refund in your account.
Contact
For any return or refund questions, please contact: