// CANCELLATIONS & RETURNS

Simple Management

Clear rules for canceling an order, exercising the right of withdrawal, or reporting an incorrect, damaged, or nonconforming product.

Last updated: July 11, 2026

Cancellation Request

SCENARIO A BEFORE DISPATCH

If the order has not yet been dispatched, we will try to stop processing and cancel it at no cost. Send your order number by WhatsApp or by email to info@insygma.com.

SCENARIO B AFTER DISPATCH

Notify us of your withdrawal

If the order is already in transit, notify us of your decision by WhatsApp or email. You may refuse delivery, but refusal does not replace this notice. For returns due to a change of mind, the direct cost of returning the order is borne by the consumer.

Right of Withdrawal — 14 Days

Applicable to consumers making distance purchases, subject to statutory exceptions.

1. NOTIFY

You have 14 days to state unequivocally that you wish to withdraw from the contract. As a rule, the period starts on the day you or a third party designated by you takes physical possession of the goods.

2. RETURN

After notifying us of your decision, you have a further 14 days to send the products. We recommend using a tracked shipping method and retaining proof of dispatch.

Eligible Products

The shipping package may be opened to check the order.

Products in their original packaging and, where applicable, with the seal intact
Unused, undamaged, and not handled beyond what is necessary to inspect the product
All components, accessories, and free gifts related to the return

Statutory Exceptions

Opening the package does not automatically remove all your rights.

Sealed goods that are not suitable for return for health protection or hygiene reasons, where the seal has been opened after delivery
Goods that are liable to deteriorate or expire rapidly, where the exception applies

These exceptions do not affect rights relating to defective, incorrect, damaged, or nonconforming products.

Return Costs

INSYGMA COVERS FREE OF CHARGE

Where an incorrect, damaged, defective, or missing product, or another lack of conformity attributable to INSYGMA, is identified.

CUSTOMER PAYS RETURN

When exercising the right of withdrawal due to a change of mind, personal preference, or incorrect choice, provided the product remains eligible for return.

Packs, Discounts, and Free Gifts

If you return a complete pack, all products included in it must be returned. For a partial return, the refund is calculated based on the value actually allocated to each product in the order, including any discounts applied.

Free gifts associated with the order or a minimum purchase amount must be returned when the conditions of the offer are no longer met. Contact us before sending the return so that we can confirm which items to include.

Incorrect, Damaged, or Nonconforming Product

Contact us as soon as you detect the problem, providing the order number, product, batch number where available, a description, and useful photographs. Prompt communication helps resolve the issue but does not reduce the consumer’s statutory rights.

Where goods do not conform, the statutory remedies apply, including replacement or bringing the goods into conformity and, where the relevant conditions are met, a price reduction or termination of the contract. If the lack of conformity becomes apparent within the first 30 days after delivery, the consumer may request immediate replacement or termination of the contract.

Refund

The refund is issued through the same payment method used for the purchase, unless a different method is expressly agreed at no cost to the consumer. For a full withdrawal, it includes the price paid and the cost of the least expensive standard delivery option offered.

STATUTORY DEADLINE WITHIN 14 DAYS

REFUND TIMEFRAME 0,00 €

The period starts on the date we are informed of the decision. We may withhold the refund until we receive the goods or until you provide proof of dispatch, whichever occurs first. Any additional time for the funds to appear in your account depends on the payment provider.

How to Submit the Request

Send an unequivocal statement to:

WhatsApp: +351 917 532 809
E-mail: info@insygma.com

Contact us before dispatching the return to receive logistical instructions. This contact does not restrict your right, provided that the withdrawal statement is sent within the deadline.

WHAT TO SEND

Simply send us the order number and state that you wish to cancel or return it.

Example: “Hello, I wish to cancel/return order #12345.”