Online Store: Returns & Exchanges

Orders made on www.inakent.com can be returned within 14 days, without mentioning any reason. The allocated cancellation timeframe is 14 days, effective the day that you or an assigned third party, took the parcel into their possession. It is sufficient to submit your notification of repeal on the last day of the time period (14 days) to INA KENT. All items must be returned in their original condition, with tags still attached and including the INA KENT cotton bag that may have been enclosed to your order. The cancellation policy is only applicable if the product bought hasn't been used or altered. In this case, the item(s) will be returned to the customer at his or her own cost and without reimbursement of the purchase price. If you repeal your contract of purchase, we are obligated to reimburse all payments that we have received from the customer.

How to return your order
INA KENT stands for quality and carefully checks every product before it is delivered. We hope that you are happy with your purchase. If for any reason you are not satisfied or you’ve changed your mind, you can of course make use of your right of withdrawal and return your purchased item(s) within 14 days after delivery.

If you wish to repeal your contract of purchase, you can choose one of the following options: 

Repeal of purchase in writing or over the phone:
To repeal your contract of purchase, please send an email to customercare@inakent.com or call us at +43 664 916 39 63 within 14 days of delivery. Once we’ve received your cancellation statement, please return the item(s) within 14 days.

Repeal of purchase by return:
Your repeal of purchase is automatically applied if you return unwanted item(s) within 14 days of delivery.

Please note that neither the refusal to accept your order, nor neglecting to pick it up from a parcel shop or a post-office will be seen as a valid reason to withdraw from your contract. In order to apply your right of withdrawal, we kindly ask you to choose one of the above options.

To return an item, just choose one of the return options below. Please note that we are currently not able to provide free return labels.

Return items with a parcel delivery service of your choice*
Please send your return with sufficient postage to the address below. We kindly ask you to fill out the enclosed return form. In terms of a resource-saving approach, we would appreciate it, if you could use the same packaging in which you have received your order.

Please send your return to the address below:
Ina Kent GmbH
Webshop Retouren
Ahornergasse 3/19
1070 Vienna
Austria

* We strongly recommend a reliable and tracked delivery service. Unfortunately, we cannot assume liability for a lost package.  

Return in store
You’re welcome to return any unwanted item(s) in our store during opening hours.

Please make sure to bring the filled-out return form and your original receipt with you. Keep in mind that if you return your item(s) to our store, your refund will be processed using the same payment method used to purchase the item.

Find us at:
INA KENT
Siebensterngasse 50
1070 Vienna
Austria

The item(s) should be returned unworn and in perfect condition, with all tags still attached and other accessories such as dust bags received with the order. Returns that are damaged, soiled or returned without their original labels may not be accepted and may be sent back to the customer or not be refunded.

Once we have processed the return, you will an email confirming that your refund will be issued. Your refund will be processed using the same payment method used to purchase the item(s). Please note that depending on the payment provider or credit card, it may take five to ten business days to process the refund. The original shipping charges will not be refunded.

Payments and refunds through PayPal
Your refund will be applied to your PayPal balance or sent back to the payment method of your original payment.

Payments and refunds by credit card
When paying by credit card, the amount debited will be refunded to the account of the cardholder or accountholder specified at the time of payment.

Payment and returns with Klarna / Sofort

In case of immediate transfer (Sofort), Klarna will refund the amount debited to your original form of payment after your return has been registered by us.

Payment and returns with Klarna / Pay Later

If you have already paid the invoice amount of your order, the amount will be refunded to you by Klarna within 3–5 working days after the receipt of the returned item(s).

If you have not yet paid the invoice amount, you can pause your payment in your Klarna customer account by registering your return. Your payment will now be paused until the return has been processed. If you only return part of your order, Klarna will update your invoice accordingly. You can find detailed information here.

If you receive a payment reminder from Klarna, although your return has not yet been processed, please contact Klarna customer service for further support.

Making refunds to a gift card
If you have paid with a gift card, a new one will be issued and sent to you by email. If you made your purchase with a promotional voucher, you'll be refunded the amount that you paid after the applied discount. The promotion voucher can no longer be applied to future purchases. If you made your purchase with a promotional voucher and now want to partially your order, you will receive a refund proportionally reduced by the value of the voucher. The promotion voucher will also no longer be valid.

Reduction of the purchase price
Please note that we do not refund shipping costs for orders that are below the minimum order value for free shipping. For packages arriving unfree to us, a processing fee of EUR 25 will be charged, covering administrative expenses, especially for packages from third countries. We strongly advise ensuring that your packages are properly stamped and cleared through customs to avoid these additional costs. If you have any questions regarding the correct return process, please do not hesitate to contact our customer service at customercare@inakent.com or by phone at +43 664 916 39 63 – we will be delighted to assist you.Customs and import duties or related handling charges incurred for shipping to non-EU countries will not be refunded.

We currently do not offer exchanges for items purchased online. Therefore, we kindly ask you to return the unwanted item and place a new order.
For further information or if you have any questions feel free to contact us at any time. Email us at customercare@inakent.com or give us a call at +43 664 916 39 63. Our Customer Care-team is available Monday through Friday from 09:00 to 16:00 CET.