Refund policy

Identice Refund & Returns Policy

Last Updated: July 13, 2026

This Refund & Returns Policy applies to all purchases made through www.identice.com. By placing an order, you agree to the terms set out below.

1. Right of Withdrawal (EU Consumers)

If you are a consumer residing in the European Union, you have the legal right to withdraw from your purchase within 14 days of receiving the last item in your order, without giving any reason, in accordance with EU consumer protection law (Directive 2011/83/EU).

To exercise your right of withdrawal, you must notify Identice clearly (e.g. by email to support@identice.com) before the 14-day withdrawal period expires.

Once you have notified us, you must return the item(s) within 14 days of sending your withdrawal notice.

Refunds will be issued within 14 days of us receiving the returned item(s), to the original payment method.

2. Extended Returns Policy (Identice Standard)

In addition to your statutory rights, Identice voluntarily offers an extended return period of up to 30 days from the date of delivery, subject to the conditions below.

Eligibility Conditions — Returned items must:

Be unused, unworn, unwashed, and in original condition.
Be returned with all original tags and packaging intact.
Show no signs of wear, damage, odor, or alteration.
Be accompanied by proof of purchase (order confirmation or receipt).

Identice reserves the right to refuse returns that do not meet these conditions.

3. Non-Returnable / Non-Refundable Items

The following items are not eligible for return or refund, except where required by law:

Gift cards and digital products.
Items marked as Final Sale.
Customised or personalised products — including all phone cases produced on demand via our print-on-demand supplier (Printify). These items are manufactured specifically for your order and are therefore exempt from the standard right of withdrawal under Article 16(c) of EU Directive 2011/83/EU, unless the item is defective or incorrect.
Items damaged due to misuse, negligence, or improper care.
Items returned incomplete or in a condition that reduces their value.

4. Return Procedure

To initiate a return, follow these steps:

Start your request: Visit https://shopify.com/93536682250/account to submit your return request. If you checked out using only a phone number, use the return link provided in your SMS order confirmation.
Contact Us: You may also email support@identice.com with your order number and reason for return.
Return Authorisation: Returns must be approved before being sent back. Unauthorised returns may be rejected.
Ship the Item: Send the item to the address provided upon approval. We strongly recommend using a tracked shipping service, as we are not responsible for lost return shipments.
Inspection & Processing: Once received and inspected, approved refunds will be processed within 14 days to the original payment method.

5. Return Shipping Costs

Standard returns: The customer is responsible for return shipping costs.
Defective or incorrect items: Identice will cover return shipping costs in full.
Outbound shipping: If you exercise your EU right of withdrawal, the standard outbound shipping cost will be refunded as part of your total refund.

6. Refund Amounts

Refunds are issued to the original payment method only.
Any loss in value resulting from handling beyond what is necessary to inspect the item may be deducted from the refund.
Exchanges: Identice does not offer direct exchanges. To change a size, color, or product, return the original item (if eligible) and place a new order separately.

7. Defective, Damaged, or Incorrect Items

If you receive an item that is defective, damaged, or incorrect, you must notify us within 7 days of delivery by emailing support@identice.com, including clear photos. Identice will cover return shipping costs and offer a replacement or full refund at our discretion.

8. Abuse & Fraud Prevention

Identice reserves the right to refuse returns that appear worn, damaged, or altered. We may restrict or deny future returns in cases of excessive or abusive return behavior or suspected fraud.