Return & Refund Policy
Thank you for shopping at the imoo Official Store.
We are committed to providing you with a secure and convenient shopping experience. If you are not satisfied with your purchase, we offer a simple and transparent returns and refunds process.
1. Scope of Application
This policy applies to products purchased through the imoo Official Store Singapore website.
For products purchased through other sales channels (such as Amazon or authorized resellers), please contact the respective seller directly for return or refund services.
This policy does not affect your statutory consumer rights under applicable consumer protection laws in Singapore.
2. Return Policy
30-Day Return Guarantee
You may request a return within 30 days from the date you receive the product.
Return Conditions
Returned products must meet the following conditions:
• The product remains in good condition;
• All accessories, manuals, and original packaging are included;
• The product has only been used to the extent reasonably necessary to examine its nature, functionality, and suitability, without damage or wear affecting resale.
Situations Where Returns Will Not Be Accepted
Return requests will not be accepted under the following circumstances:
• Damage caused by misuse, liquid exposure, or unauthorized modification;
• The product condition is unsuitable for resale;
• Returns due to personal reasons where the product shows obvious signs of use, damage, or missing accessories.
Returns for Quality Issues
If the product has a quality issue caused by non-human factors and is covered under applicable consumer protection laws:
• imoo will bear the return shipping cost;
• We will prioritize providing a reasonable solution, including a refund, replacement, or repair.
If the product has a serious defect or cannot function normally, you may be entitled under applicable law to a refund, replacement, or other appropriate remedies.
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 Fee Policy
Unless the return is due to a product quality issue or our responsibility:
• Original shipping fees are non-refundable;
• Return shipping costs are the responsibility of the customer.
Deduction of Fees
For returns not related to product quality issues:
• If the product or packaging is damaged, incomplete, or shows signs of use beyond reasonable inspection,
imoo may charge a reasonable depreciation or handling fee depending on the actual condition;
• Any applicable fees will be clearly communicated before the refund is processed.
4. Exchange Policy
We currently do not offer direct exchanges.
If you wish to exchange a product, please:
1. Submit a return request first;
2. Place a new order separately.
5. Return Process
Step 1: Submit a Return Request
Please contact imoo Customer Support:
And provide:
• The reason for the return;
• Relevant evidence (such as photos or videos).
Step 2: Receive Return Instructions
Once approved, we will provide clear return instructions, including:
• The return address;
• Return procedures.
For quality-related issues, a prepaid return shipping label or shipping assistance may be provided where applicable.
Step 3: Return the Product
• Please return the product within 7 days after approval;
• And provide a valid tracking number.
Step 4: Refund Processing
After the returned product has been 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 deducted by the corresponding return shipping cost.
Returns Beyond the 30-Day Period
After 30 days, return requests for non-quality-related reasons will no longer be accepted.
However, products still within the warranty period may continue to be handled under the Warranty Policy.
Incorrect Address or Failure to Collect the Package
If a package is returned due to an incorrect address or failure to collect the package in time,
the customer will be responsible for the shipping cost for reshipment.
8. Order Cancellation Policy
• Orders cannot be automatically canceled after payment confirmation;
• If you need to modify or cancel your order, please contact us as soon as possible:
If the product has already been shipped or delivered and is no longer needed, you may request a return according to this policy.
9. Contact Us
If you have any questions, please contact us through the following method:
📧 Email: support@imoostore.com
Customer Service Hours:
Monday to Friday
09:00 – 18:00 (Singapore Time, SGT)