Return & Refund Policy
Thank you for shopping at the imoo Official Store.
This policy outlines the conditions for returns, refunds, and order cancellations.
1. Scope of Application
This policy applies to products purchased through the imoo Official Store EU.
For products purchased through other sales channels (such as Amazon or authorized resellers), please contact the respective seller directly for return or refund requests.
2. Return Policy
30-Day Return Guarantee
You may request a return within 30 days from the date of delivery.
To be eligible for a return, the product must:
• Be in its original condition;
• Include all accessories, manuals, and original packaging;
• Show no significant signs of use or damage.
Return Conditions
Returns will not be accepted in the following cases:
• Damage caused by misuse, liquid exposure, or unauthorized modification;
• Products that are not in a resalable condition.
Returns for Defective Products
If the product has a manufacturing defect (not caused by misuse) within 30 days of delivery:
• imoo will provide a free return service, and
• the return shipping cost will be covered by imoo.
3. Refund Policy
• Refunds will be processed within 7 business days after the returned item has been received and inspected;
• Refunds will be issued via the original payment method.
Unless the return is due to a defective product or an error on our part:
• The original shipping cost is non-refundable.
For non-defective returns:
• If the returned product or packaging is found to be damaged or incomplete,
imoo reserves the right to deduct a reasonable amount from the refund.
Any deductions will be assessed based on the condition of the returned item and, where applicable, communicated to the customer.
4. Exchange Policy
We currently do not offer direct exchanges.
If you wish to replace a product, please:
1. Return the original item;
2. Place a new order.
5. Return Process
Step 1: Submit a Return Request
Contact our customer support team at:
Please provide:
• The reason for return;
• Supporting evidence (e.g. photos or videos).
Step 2: Receive Return Instructions
After approval, we will provide:
• The return address;
• Relevant instructions.
For defective products, a prepaid return label will be provided where applicable.
Step 3: Return the Product
• Please ship the product back within 7 days after approval;
• Provide a valid tracking number.
Step 4: Refund Processing
Once the returned item is received and verified,
we will process your refund within 7 business days.
Return Address
C/O Heinrich-Barth-Str. 18A
53881 Euskirchen, Nordrhein-Westfalen
Recipient: GCDERetum G15867
6. Return Shipping Costs
• For returns due to personal reasons (e.g. change of mind, incorrect purchase),
the return shipping cost is borne by the customer;
• For defective products,
the return shipping cost is covered by imoo.
7. Special Cases
• Refused deliveries:
If a package is refused after shipment, the refund may be reduced by the cost of return shipping;
• Returns beyond 30 days:
Returns will not be accepted after 30 days. However, products within the warranty period may still be serviced under the Warranty Policy;
• Incorrect address or uncollected packages:
If a package is returned due to an incorrect address or failure to collect,
the reshipping cost will be borne by 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:
support@imoostore.com as soon as possible.
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 (GMT/CET)