Return & Refund Policy
Thank you for shopping at the imoo Official Store Australia.
We are committed to providing you with a secure, convenient, and enjoyable shopping experience. If you are not fully satisfied with your purchase, we offer a simple and transparent returns and refunds policy.
1. Scope of Application
This policy applies to products purchased through the imoo Official Store Australia website.
For products purchased through other sales channels (such as Amazon or authorised resellers), please contact the respective seller directly for returns or refund assistance.
This policy does not affect your statutory rights under the Australian Consumer Law (ACL).
2. Returns Policy
30-Day Return Guarantee
You may request a return within 30 days from the date you receive your order.
Return Conditions
To be eligible for a return, the product must:
• Be kept in good condition;
• Include all accessories, manuals, and original packaging;
• Have only been reasonably used to assess the nature, features, and functionality of the product, without damage or wear that would affect resale.
Non-Returnable Situations
Returns will not be accepted under the following circumstances:
• Damage caused by misuse, liquid exposure, or unauthorised modifications;
• The product is no longer in resalable condition;
• Returns for personal reasons where the product shows obvious signs of use, damage, or missing accessories.
Returns for Faulty or Defective Products
If the product develops a fault due to non-human causes and is covered under the Australian Consumer Law (ACL):
• imoo will cover the return shipping costs;
• We will prioritise an appropriate resolution, including a refund, replacement, or repair where applicable.
Under the ACL, you are entitled to choose a refund or replacement for products with a major failure.
3. Refund Policy
• Refunds will be processed within 7 business days after the returned product has been received and inspected;
• Refunds will be issued to the original payment method.
Shipping Fees
Unless the return is due to a product fault or our error:
• Original shipping fees are non-refundable;
• Return shipping costs are the responsibility of the customer.
Deductions and Handling Fees
For non-quality-related returns:
• If the product, packaging, or accessories are damaged, missing, or show signs of use beyond reasonable inspection, imoo may charge a reasonable depreciation or handling fee based on the actual condition;
• Any applicable deductions will be communicated clearly before the refund is processed.
4. Exchange Policy
We currently do not offer direct exchanges.
If you would like a different product, please:
1. Request a return first;
2. Place a new order separately.
5. Return Process
Step 1: Submit a Return Request
Please contact imoo Customer Support at:
Please include:
• The reason for the return;
• Relevant supporting materials (such as photos or videos).
Step 2: Receive Return Instructions
Once your request is approved, we will provide detailed return instructions, including:
• The return address;
• Return procedure guidance.
For eligible quality-related issues, a prepaid return shipping label may be provided where applicable.
Step 3: Ship the Product Back
• Please return the product within 7 days after approval;
• A valid tracking number must be provided.
Step 4: Refund Processing
After the returned product is received and confirmed to meet the return conditions, we will process the refund within 7 business days.
6. Return Shipping Costs
• For returns due to personal reasons (such as change of mind or accidental purchase), return shipping costs are the responsibility of the customer;
• For returns due to product quality issues, return shipping costs will be covered by imoo.
7. Special Situations
Refused Deliveries
If a package is refused after shipment, the refund amount may be reduced to cover any return shipping costs incurred.
Returns Beyond 30 Days
Non-quality-related return requests submitted after 30 days will not be accepted.
However, products still within the warranty period may continue to be covered under the applicable warranty policy.
Incorrect Address or Uncollected Packages
If a package is returned due to an incorrect address provided by the customer or failure to collect the parcel in time, any reshipping costs will be the responsibility of the customer.
8. Order Cancellation Policy
• Orders cannot be automatically cancelled once payment has been confirmed;
• If you wish to modify or cancel your order, please contact us as soon as possible at:
If the order has already been delivered and is no longer needed, you may request a return in accordance with this policy.
9. Contact Us
If you have any questions, please contact us:
📧 Email: support@imoostore.com
Customer Service Hours:Monday to Friday
09:00 – 18:00 (Australian Eastern Time – AEST/AEDT)